Software Engineer in Support I

Job Description

Software Engineer in Support I

Bogota, Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com. 

The Partner Enablement team is dedicated to enabling efficient interoperability between Anthology products and third-party systems. This role involves supporting Anthology customer base with product-related issues related to integrations between those systems. It also involves working closely with other engineers and departments to provide effective and high-quality technical support services. The right candidate for this role has a passion for customer service and embraces a customer-centric attitude in all aspects of customer success.

Primary responsibilities will include:

• Following established guidelines and industry best practices to resolve customer issues
• Providing problem resolution for our customers, including research on various data and integration issues, and collaborating to gain input on potential solutions
• Recommending functional configurations and/or changes to improve the integration between systems or resolve customer issues where appropriate
• Effectively and professionally communicating updates to the customer by providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system
• Escalating issues to management or other engineering teams as appropriate
• Assisting with the creation of Customer Services documentation, including Knowledge Base articles
• Building and maintaining knowledge of the configurations, integrations, and business flows to assist with issue investigation and resolution
• Achieving and exceeding established department and company KPIs and goals

The Candidate:  

Required skills/qualifications:  

• 2–4 years of customer service experience 
• At least 1 year of experience working with Internet application technologies including HTML, CSS, XML, JavaScript, Internet protocols, networking and Web Server configurations
• Familiar with multiple computer operating systems like UNIX/Linux and Windows through UI and the command line
• Working knowledge of integration methods, authentication processes and communication protocols such as REST API and oAuth
• Working knowledge of relational database management systems such as PostgreSQL and MySQL  
• Exposure to the AWS cloud
• Solid analytical and troubleshooting skills
• Ability to work with moderate supervision on escalated issues and prioritize, investigate, and resolve them with minimal guidance from others
• Demonstrated ability to work in a geographically distributed virtual team environment and to build relationships with internal and external organizations
• Experience working with customers and maintaining good customer relationships
• Excellent communication (verbal and written), analytical and organizational skills
• Proven ability to learn new technologies as needed
• Fluency in written and spoken English

Preferred skills/qualifications:  

• 1–2 years of experience developing with JavaScript, Java and/or Scala
• 1 year experience supporting integrated systems through REST API
• Previous experience in the education or knowledge management industry and e-learning technologies 
• Fundamental understanding of agile software development process methods 
• Fundamental understanding of Azure Dev Ops 

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.

Anthology 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.