Technical Support

Job not on LinkedIn

🔥 27 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Anthology Inc

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 Venture Round on 2023-01

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com.

📋 Description

• Provide multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email • Document customer issues, reproduce and gather details on reported problems through resolution or escalation to Tier 2 • Draft, review, and publish product bugs/fixes into the Knowledge Base • Represent the Customer Support department in support meetings or reviews with internal product teams and external customers • Represent the voice of the customer and manage issues through resolution • Participate in a rotating on-call schedule for high severity issues

🎯 Requirements

• Any relevant experience in an enterprise-level technical support environment • Solid problem-solving skills • Ability to work independently • Excellent oral and written communication skills with a focus on professional communication style in a business environment • Ability to effectively convey complex ideas to internal team members and external clients • Familiarity with front end debugging tools (inspector, console, network tool) • Familiarity with web technologies such as SaaS, SSO, or APT • Some familiarity with relational databases and ability to read and write basic SQL queries • Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues • Ability to work in a distributed team environment • Ability to prioritize and multitask daily work with frequent interruptions • Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues • Fluency in written and spoken English • Previous use of Blackboard Learn or similar LMS (preferred) • Industry certification such as A+, Linux+, or CCNA (preferred) • Data networking knowledge including routers, configuration, and operation (preferred) • Knowledge of CRM (Salesforce.com) (preferred) • System administration skills, including MCSA or RHCSA certification (preferred) • Legally authorized to work in India at the time of hire and throughout employment; no visa sponsorship or immigration support

🏖️ Benefits

• Rotating on-call schedule covering nights and weekends for high severity issues • Equal employment opportunity/affirmative action employer