Product Support Engineer I

Anthology Inc

Product Support Engineer for Blackboard LMS, managing technical issues for users and ensuring high customer satisfaction. Collaborating with teams to improve knowledge and resolve customer inquiries.

Posted 7/23/2026full-timeRemote • 🇨🇴 ColombiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical and problem-solving skills in a client-facing enterprise product support role, with expertise in system and database administration, particularly with PostgreSQL and MS SQL Server. Proficient in troubleshooting web applications and collaborating with cross-functional teams to enhance customer satisfaction and knowledge sharing.

Highest-signal resume keywords

Client-Facing Enterprise Product SupportSystem And Database AdministrationPostgreSQL And MS SQL ServerWeb Application TroubleshootingKnowledge Base Article Drafting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

System AdministrationDatabase AdministrationTroubleshootingData AnalysisPerformance TuningHTMLCSSJavaScriptUNIX/LinuxWindows

Soft Skills

Analytical SkillsProblem-SolvingClient-HandlingCommunicationCollaboration

Tools & Technologies

PostgreSQLMS SQL ServerStrutsTomcatWebLogicCRM System

Industry Keywords

E-Learning ApplicationsCustomer ManagementInternet Application TechnologiesNetworkingInternet Security

Tech Stack

Tools & technologies

CloudFirewallsJavaJavaScriptLinuxMS SQL ServerNode.jsPostgresSQLUnix

About the role

Key responsibilities & impact

Managing the resolution of technical issues for a distinct set of customers. Customers are system administrators who provide mission-critical services via Blackboard e-learning applications to students and faculty at a wide variety of learning institutions
Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Blackboard products
Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments
Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. Success criteria are highly focused on the customer satisfaction level
Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both customer and appropriate Blackboard employees on the status of all issues on a timely basis
Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers
Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues

Requirements

What you’ll need

2-4 years of experience in a client-facing enterprise product support environment with excellent analytical, problem-solving, and client-handling skills
Experience in a self-directed work environment
Demonstrated ability to research and resolve problems using a variety of resources and tools
Strong knowledge of system and database administration principles
Knowledge of PostgreSQL and MS SQL Server Database including troubleshooting, configuration, maintenance, and tuning
Understanding of Internet application technologies including HTML, CSS, XML, JavaScript, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security
Light experience with multiple computer operating systems like UNIX/Linux and Windows
Light experience configuring multi-node environments that run enterprise-level applications
Knowledge of Struts, Tomcat, and WebLogic
Fluency in written and spoken English at CEFR B2 level or above

Benefits

Comp & perks

Exceptional listening, written, and oral communication skills
401(k) matching
Health insurance