Client Support Engineer* at Washington

Job Description

Client Support Engineer

Washington, DC

Blackboard Inc. is the industry leader in developing web-based learning platforms for the educational community. Our Client Support team has a proven track record of delivering high quality technical support to our customer base. We are looking for several motivated, technically-savvy and customer service-oriented Client Support Engineers to join our Washington, DC based Technical Support team.

RESPONSIBLITIES:

• Provide multi-level troubleshooting and technical support to Tier 1 Technical Support Engineers via phone and email
• Work closely with new/existing external customers on more complex technical issues as well as act as interface between clients and product development/engineering/third party vendors
• Work closely with Product Development and implementation teams to resolve client issues
• Provide fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues, bug tracking and resolution
• Draft, review, and issue product bugs/fixes into the Knowledge Base Open Case(s) using client ticket tracking system.
• Represent Client Support department in various product meetings or reviews, with both internal product management teams as well as external clients
• Manage technical contributions of other engineers assigned to the project and provide cross-training to other client support engineers

REQUIRED SKILLS:

• Proficiency in programming in an Object Oriented language, preferably Java
• Proficient with multiple computer operating systems UNIX/Linux and Windows
• Experience with configuring multi-node environments which run Enterprise level applications.
• Proven ability to configure and maintain a Load Balanced environment.
• Extensive experience with overall Application Server maintenance including Operating System installs and upgrades.
• Successful completion of courses covering or have work experience with the following:
  • Object Oriented programming
  • Data Structures
  • Analysis and Design of Algorithm
• Knowledge, exposure, and/or experience through academic or professional work in the following:
  • Software Engineering Principles
  • Database Design
  • Web application development (preferably in Java/JEE)
• Excellent analytical and problem solving skills.
• Excellent interpersonal skills and ability to work in teams
• Exceptional listening, written and verbal skills
• Hold a B.S. in Computer Science or related area of study and be eligible to work in the U.S.

DESIRED SKILLS:

• Data networking knowledge to include routers, configuration, and operation.
• Familiarity with maintaining Application Servers in a Java application environment.
• UNIX and Windows NT administration skills
• Basic knowledge of web technologies (HTML, CSS, JavaScript, HTTP)
• Struts, Tomcat and Weblogic a plus

At Blackboard we encourage employees to continually learn and develop their career and this role will allow you to focus on developing your Java proficiency. We will work with employees I this position to develop a path to a Software Development position in 24 months or more.

Job Requirements

 
Country: USA, State: Dist of Columbia, City: Washington, Company: Blackboard Inc..