• Contribute to and lead engineering delivery on programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities. • Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions. • Help drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system. • Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience. • Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making. • Support the team's technical growth by mentoring junior engineers and contributing to a culture of continuous improvement and engineering excellence.

• Provide fast, effective customer support across chat, email, Slack, and video (24x7). • Deliver clear, helpful solutions-troubleshooting integrations, APIs, and cloud infrastructure issues. • Proactively identify emerging trends, escalate crucial feedback, and improve documentation. • Stay on the cutting-edge of product developments and security compliance. • Swiftly recognise and manage critical outages, collaborating closely with engineering and leadership teams.

• Managing the resolution of technical issues for a distinct set of customers. • Troubleshooting complex web applications. • Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments. • Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. • Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. • Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers. • Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues.

• Provide technical support to users experiencing issues with the telehealth platform • Troubleshoot login issues, connectivity problems, and general system errors • Guide users through platform features and functionalities • Escalate complex technical issues to engineering teams when needed • Document issues, resolutions, and recurring problems • Collaborate with product and engineering teams to improve user experience