Partner Integration Support Specialist – Remote

Overview

Partner Integration Support Specialist

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:

We’re looking for a Partner Integration Support Specialist to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world’s leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.

 

For more information about Blackboard and our career opportunities, please visit www.blackboard.com.

 

As Partner Integration Support Specialist on the Partnerships team, you will work closely with the Tier 1 team and be responsible for providing multi-level troubleshooting and technical support to Blackboard Partners in supporting their integrations with Blackboard. Our Blackboard Partner Program is a differentiator in that it provides an ecosystem that enables our clients with a richer, more engaging educational experience for their learners, no matter what their unique needs may be. In this role, you will be the voice of the partner and document their issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2. You will draft, review, and publish product bugs/fixes into the Blackboard Knowledge Base. You will also represent the Client Support department in various support meetings or reviews with internal product teams.

 

Primary responsibilities will include:

Providing multi-level troubleshooting and technical support to Partner Technical and Development staff
Identifying, researching, and resolving complex technical problems
Developing and documenting support processes and procedures
Responding to support requests quickly and professionally using our ticket tracking system
Working closely with Partner Technical and Development staff as well as acting as interface between Partner and product development/engineering/third party vendors
Performing fault reproduction and troubleshooting and root cause analysis of product issues to full resolution
The Candidate:

Required skills/qualifications:

University Degree or equivalent experience and minimum 2 years of prior relevant experience
Strong problem-solving and troubleshooting skills
Working knowledge of JavaScript and Java
Familiarity with Tomcat Web Applications & SSL
Good knowledge of SQL Databases
Familiarity with Linux/Unix and Windows server environments
A basic understanding of networking (TCP/IP, Routing, Firewalls, etc.)
Demonstrable skills in algorithm development and problem-solving
Demonstrated ability to work with both technical and non-technical individuals, in gathering information and communicating direction
Team player; excellent communication skills
Attention to detail and a commitment to quality work
Ability to operate with minimal supervision
Ability to summarize information from multiple sources
Fluency in written and spoken English at CEF B2 level or above
Preferred skills/qualifications:

Familiarity with the software development lifecycle
UNIX and Windows NT administration skills
Familiarity with web technologies (HTML, CSS, HTTP)
To ensure the safety and wellbeing of our employees during the COVID-19 pandemic, Blackboard positions are currently remote (where possible).

 

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.