Senior Software Engineer in Support I

Senior Software Engineer in Support I

Remote - United States

About the Role

This role focuses on our LMS, Blackboard, a solution designed to support learners, instructors, and administrators, allowing them to access online educational experiences wherever and whenever they want through web and mobile devices. Our technology helps instructors breathe life into educational content, brings efficiency to day-to-day tasks, and empowers instructors with tools to engage and assess every learner. We help motivate learners by promoting collaboration, communication, and connections with their peers and instructors.

We are looking for a motivated, technically-savvy and customer service-oriented Senior Software Engineer in Support to join our Product Development Technical Support team. This position primarily interfaces with our Client Support, Service Delivery and Product Development teams.

Responsibilities

• Provide multi-level database troubleshooting and technical support to Client Support staff.
• Work closely with Client Support staff as well as act as interface between Client Support and product development/engineering/third party vendors.
• Work closely with Product Development and implementation teams to resolve client issues
• Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues along with bug tracking and resolution.
• Address software defects and advanced customer issues with timely resolutions.
• Work with QA, Development, and Operations teams on understanding issues and steps needed to resolve the issues.
• Independently handle severity 1/severity 2 incidents.
• Debug complex distributed systems issues.
• Improve system reliability (not just react).
• Effectively communicate and collaborate with different team members to help inform one another about how to create features without jeopardizing other application or product areas.

Required Skills and Experience

• Bachelor’s degree and/or relevant work experience
• At least 5 years of experience in software development or equivalent support experience
• Hands-on experience with incident management and debugging live systems
• Familiarity with Observability (logs, metrics, traces), Root Cause Analysis (RCA) for CI/CD systems Cloud platforms (Azure, AWS, etc.)
• Excellent analytical and problem-solving skills
• Excellent interpersonal skills and ability to work in teams
• Exceptional listening, written and oral communication skills
• Highly skilled in Software Engineering Principles, Database Design, Web application development (preferably in Java/J2EE WebLogic, Struts, Tomcat)
• Highly skilled with multiple computer operating systems – UNIX/Linux and Windows
• Highly skilled in web technologies (HTML, CSS, JavaScript, HTTP, XML, SOAP, etc)
• Understanding of Database structures and database administration principles
• Demonstrated ability to work with both technical and non-technical individuals, in gathering information and communicating direction
• Strong executor and problem solver in production environments
• Fluency in written and spoken English

Preferred Skills and Experience

• Familiarity with Databases in a Java application environment
• Knowledge of Postgres Database environments
• Knowledge of clustered environments and Load balancer configuration
• Experience with deep-dive analysis of enterprise products running on AWS utilizing Application Performance Monitoring tools such as New Relic or VisualVM
• Experience working with a global team
• Previous experience in the education industry and e-learning technologies
• Knowledge of Unix Shell scripting

About Blackboard

Blackboard advances teaching excellence and unlocks the full potential of technology to deliver mea