Senior Software Engineer in Support I

Blackboard

34d•$95,637 - $143,455•Remote

About The Position

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 the 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.

Requirements

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

Nice To Haves

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

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.