Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Technical Support Associate I
Anthology Inc
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $59,300 - $60,000 per year
Job Level
JuniorMid-Level
Tech Stack
AWSEC2LinuxSFDCSQL
About the role
- 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 Knowledge Base
- Represent Customer Support in support meetings with product teams and external customers
- Provide outstanding customer service and represent the voice of the customer
- Participate in rotating on-call schedule covering nights and weekends for high severity issues
- Possible variable pay; duties may be reassigned by management
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 both 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 the 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
- US Citizenship required
- Fluency in written and spoken English Preferred skills/ qualifications:
- Previous use of Blackboard Learn or similar LMS
- Industry certification (A+, Linux+, CCNA, etc.)
- Data networking knowledge to include routers, configuration, and operation
- Knowledge of CRM ( Salesforce.com)
- System administration skills (MCSA, RHCSA certification)
- Familiarity with AWS, console, EC2, RDS
- ITIL certification
