Responsibilities
- Lead investigation and resolution of complex, ambiguous, and high-impact technical issues from discovery through closure.
- Perform root-cause analysis across applications, APIs, integrations, configurations, data, databases, and code.
- Lead customer discovery and business-process discussions and translate findings into solution requirements.
- Design, prototype, develop, test, debug, and evaluate applications, integrations, reports, scripts, and other technical solutions.
- Analyze code, logs, API payloads, integration behavior, data, and configuration to identify defects and performance or implementation issues.
- Provide advanced technical consultation and support for Ellucian products and services, including Ethos, Banner Extensibility, Ellucian Experience, Ethos Data Connect, and Banner Self-Service.
- Lead customer-facing technical conversations, manage expectations, communicate risks and tradeoffs, and de-escalate concerns.
- Coordinate resolution across internal and customer teams and manage ownership, dependencies, escalations, and competing priorities.
- Mentor consultants and team members through troubleshooting guidance, solution reviews, and knowledge sharing.
- Identify recurring issues and recommend improvements to documentation, monitoring, processes, architecture, and solution practices.
- Create and maintain technical documentation and reusable troubleshooting guidance.
Requirements
- Typically 5+ years of relevant experience in application development, technical consulting, production support, integrations, or related work.
- Strong experience with JavaScript, ReactJS, NodeJS, and ES5/ES6 JavaScript, including reading, troubleshooting, and modifying code.
- Strong experience consuming, testing, and troubleshooting REST APIs, including authentication, request and response analysis, payload validation, and error diagnosis.
- Experience troubleshooting inbound and outbound system integrations across multiple systems or application layers.
- Experience with Git or another version-control system and disciplined change-review and testing practices.
- Familiarity with AI solution patterns including reusable AI skills, Model Context Protocol servers, tool or function calling, connectors, agentic workflows, retrieval or grounding, and prompt or context design.
- Working knowledge of SQL and relational databases for troubleshooting and data analysis.
- Desirable experience with PostgreSQL, Oracle PL/SQL, GraphQL, help desk or incident-management systems, ticketing systems, service or escalation processes, and workflow tools such as ProcessMaker.
- Strong consulting, customer-management, analytical, written, and verbal communication skills in English.
- Ability to make technical decisions with incomplete information, navigate ambiguity, lead cross-functional resolution, influence without authority, and mentor less-experienced team members.
Benefits
- Comprehensive health coverage including family major medical expenses, dental insurance, 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 and employee referral bonuses.
- Tuition reimbursement assistance, professional development opportunities, and LinkedIn Learning.
- Mexico remote work arrangement.
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.