Responsibilities
- Investigate and resolve defined to moderately complex customer application and technical issues using structured troubleshooting methods.
- Gather customer requirements, business processes, inputs, outputs, and expected outcomes.
- Analyze code, logs, API responses, integrations, data, and configuration to identify causes and implement fixes or workarounds.
- Prototype, configure, refine, test, and debug applications, integrations, reports, scripts, and related solutions.
- Build, modify, and test application changes, interfaces, reports, and scripts across application tiers.
- Use REST APIs and API clients to validate requests, responses, authentication, payloads, and integration behavior.
- Provide technical consultation and support for Ellucian products and services, including Ethos, Banner Extensibility, Ellucian Experience, Ethos Data Connect, and Banner Self-Service.
- Communicate progress, findings, dependencies, and resolution steps to customers and internal teams, translating technical information when needed.
- Escalate issues with troubleshooting history, evidence, and reproducible details when additional expertise is required.
- Collaborate with cross-functional teams and document technical findings, solutions, and reusable troubleshooting procedures.
Requirements
- 2-4 years of relevant experience in application development, technical support, integrations, consulting, or a related technical role.
- Hands-on experience with JavaScript, ReactJS, and NodeJS.
- Experience consuming and troubleshooting REST APIs with clients such as Bruno, Postman, or Insomnia.
- Experience with inbound and outbound system integrations and tracing data or transactions across connected systems.
- Experience with Git or another version-control system.
- Working knowledge of SQL or relational databases; PostgreSQL and/or Oracle PL/SQL experience is desirable.
- Experience using generative AI and AI-assisted development tools such as ChatGPT and GitHub Copilot, including validating outputs and protecting customer information.
- GraphQL, help desk or incident-management systems, ticketing systems, and workflow tools such as ProcessMaker are desirable.
- Customer service or consulting experience with strong active-listening, relationship-building, analytical, written, and verbal communication skills.
- Ability to work independently on defined assignments, escalate appropriately, and learn unfamiliar applications, technologies, and business processes quickly.
- Higher Education or Ellucian product experience is not required.
Benefits
- Comprehensive health coverage including major medical, dental, and life insurance.
- 30-day Christmas bonus, saving fund, and monthly food coupon.
- 15 workdays of vacation.
- Thrive Flex Program supporting health, financial, or learning interests.
- Five charitable days, parental leave, employee referral bonuses, and diversity and inclusion programs.
- Tuition reimbursement assistance, professional development opportunities, and LinkedIn Learning.
- Remote work arrangement in Mexico.
Tech Stack
Categories
About Ellucian
Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.