Senior Software Engineer in Support I

June 6, 2026

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<div><div>Senior Software Engineer in Support IRemote - United States About the RoleThis role focuses on our LMS, Blackboard, a solution designed to support learners, instructors, and administrators, allowing them to access online educational experiences wherever and whenever they want through web and mobile devices. Our technology helps instructors breathe life into educational content, brings efficiency to day-to-day tasks, and empowers instructors with tools to engage and assess every learner. We help motivate learners by promoting collaboration, communication, and connections with their peers and instructors. We are looking for a motivated, technically-savvy and customer service-oriented Senior Software Engineer in Support to join our Product Development Technical Support team. This position primarily interfaces with our Client Support, Service Delivery and Product Development teams. Responsibilities<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Provide multi-level database troubleshooting and technical support to Client Support staff.</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Work closely with Client Support staff as well as act as interface between Client Support and product development/engineering/third party vendors.</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Work closely with Product Development and implementation teams to resolve client issues</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues along with bug tracking and resolution.</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Address software defects and advanced customer issues with timely resolutions.</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Work with QA, Development, and Operations teams on understanding issues and steps needed to resolve the issues.</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Independently handle severity 1/severity 2 incidents.</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Debug complex distributed systems issues.</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Improve system reliability (not just react).</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Effectively communicate and collaborate with different team members to help inform one another about how to create features without jeopardizing other application or product areas.</li></ul> Required Skills and Experience<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Bachelor’s degree and/or relevant work experience</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">At least 5 years of experience in software development or equivalent support experience</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Hands-on experience with incident management and debugging live systems</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Familiarity with Observability (logs, metrics, traces), Root Cause Analysis (RCA) for CI/CD systems Cloud platforms (Azure, AWS, etc.)</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Excellent analytical and problem-solving skills</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Excellent interpersonal skills and ability to work in teams</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Exceptional listening, written and oral communication skills</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Highly skilled in Software Engineering Principles, Database Design, Web application development (preferably in Java/J2EE WebLogic, Struts, Tomcat)</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Highly skilled with multiple computer operating systems – UNIX/Linux and Windows</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Highly skilled in web technologies (HTML, CSS, JavaScript, HTTP, XML, SOAP, etc)</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Understanding of Database structures and database administration principles</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Demonstrated ability to work with both technical and non-technical individuals, in gathering information and communicating direction</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Strong executor and problem solver in production environments</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Fluency in written and spoken English</li></ul> Preferred Skills and Experience <ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Familiarity with Databases in a Java application environment</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Knowledge of Postgres Database environments</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Knowledge of clustered environments and Load balancer configuration</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Experience with deep-dive analysis of enterprise products running on AWS utilizing Application Performance Monitoring tools such as New Relic or VisualVM</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Experience working with a global team</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Previous experience in the education industry and e-learning technologies</li><li style="font-family: 'times new roman' , times;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Knowledge of Unix Shell scripting </li></ul> About BlackboardBlackboard 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. The expected salary range for this position is $95,600 - $119,500. The range reflects base salary only and does not include additional compensation such as company bonus or benefits. Placement within the pay range will depend on a variety of factors, such as experience, skills, internal parity, and location. 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.</div></div>

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