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Senior Software Engineer in Support I

June 13, 2026

Senior Software Engineer in Support I Remote - United States About the Role This 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 Provide multi-level database troubleshooting and technical support to Client Support staff. Work closely with Client Support staff as well as act as interface between Client Support and product development/engineering/third party vendors. Work closely with Product Development and implementation teams to resolve client issues Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues along with bug tracking and resolution. Address software defects and advanced customer issues with timely resolutions. Work with QA, Development, and Operations teams on understanding issues and steps needed to resolve the issues. Independently handle severity 1/severity 2 incidents. Debug complex distributed systems issues. Improve system reliability (not just react). 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. Required Skills and Experience Bachelor’s degree and/or relevant work experience At least 5 years of experience in software development or equivalent support experience Hands-on experience with incident management and debugging live systems Familiarity with Observability (logs, metrics, traces), Root Cause Analysis (RCA) for CI/CD systems Cloud platforms (Azure, AWS, etc.) Excellent analytical and problem-solving skills Excellent interpersonal skills and ability to work in teams Exceptional listening, written and oral communication skills Highly skilled in Software Engineering Principles, Database Design, Web application development (preferably in Java/J2EE WebLogic, Struts, Tomcat) Highly skilled with multiple computer operating systems – UNIX/Linux and Windows Highly skilled in web technologies (HTML, CSS, JavaScript, HTTP, XML, SOAP, etc) Understanding of Database structures and database administration principles Demonstrated ability to work with both technical and non-technical individuals, in gathering information and communicating direction Strong executor and problem solver in production environments Fluency in written and spoken English Preferred Skills and Experience Familiarity with Databases in a Java application environment Knowledge of Postgres Database environments Knowledge of clustered environments and Load balancer configuration Experience with deep-dive analysis of enterprise products running on AWS utilizing Application Performance Monitoring tools such as New Relic or VisualVM Experience working with a global team Previous experience in the education industry and e-learning technologies Knowledge of Unix Shell scripting 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. 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. Apply To This Job

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...