Technical Support, Associate

Technical Support, Associate Lead II

Remote - Chennai, India or Bangalore, India 

About the Role

Our Customer Support team has a proven track record of delivering high quality technical support to our customer base. As Associate Technical Support I on our Tier 1 team, you will be responsible for providing multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email.

Responsibilities

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2  
• Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base  
• Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers 
• Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved  

Required Skills and Experience

• 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 
• Fluency in written and spoken English    

Preferred Skills and Experience

• 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     

About Blackboard

Blackboard advances teaching excellence and unlocks the full potential of technology to deliver meaningful outcomes. We empower institutions to deepen connections between educators and learners, inspire engagement, and drive long-term academic success across the full learner journey.  For more information, please visit www.blackboard.com. 

Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.    

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.