Technical Support Specialist

Bluedrop Training & Simulation

About The Position

Bluedrop Training & Simulation Inc. (BTSI) is looking for a proactive and professional individual to serve as a Technical Support Specialist. Under the authority of the Senior Director of Products & Development, this individual will leverage their in-depth knowledge of Bluedrop Training & Simulation solutions and products to support the ongoing deployment and maintenance of software to both in-house and external clients. Successful candidates will be responsible for advocating for clients, supporting development operations, and implementing new processes for product release and distribution. Applicants must possess excellent communication skills, a strong technical background, and the ability to work well independently.

Requirements

3+ years of University or College education (or equivalent)
4+ years of experience in a software development position (developer, QA tester, release manager, etc.)
Ability to communicate in a clear and professional manner, including the ability to explain technical details to a non-technical person
Ability to work independently and problem solve with minimum input and guidance
Highly organized, flexible, deadline driven and detail oriented
Strong writing and documentation skills
Must be able to obtain a Government of Canada security clearance
Experience building and maintain web servers using Windows Server, IIS, and SQL Server
Ability to write and run SQL queries and scripts
Experience scripting installer executables (NSIS or similar)
Solid knowledge of computer programming concepts (especially CFML, Java, JavaScript)
Solid knowledge of HTML, XML, and CSS
Experience working with virtual machines (Hyper-V, VirtualBox, or similar)
Experience working in cloud environments (Azure, AWS)
Experience working in a service desk platform (Jira Service Desk or similar)
Experience working with defect management tools (Jira or similar)
Experience in release management or other software development experience

Nice To Haves

ColdFusion/Lucee
CI/CD Tools (Gitlab, Jenkins)
Application Containerization (Docker, Kubernetes, etc.)
Learning Content Management (LCMS) and Learning Management (LMS) Systems

Responsibilities

Lead Technical Support activities for Bluedrop Learninglogics product team
Report bugs and other software defects and follow up on resolution progress
Collaborate efficiently and effectively with other functional teams, suppliers, and contractors
Report on quality of multiple products and the release readiness of the products
Review historical, existing and ongoing bug reports to identify areas needing specific attention
Participate in the establishment of software quality standards for life cycle, documentation, development methods, testing and maintenance
Deploy and configure Learninglogics products to customer sites
Build, configure, and maintain web servers and virtual machines
Document and execute Technical Support procedures and configuration
Perform troubleshooting, root cause analysis, and solution development
Work closely with customers to provide system-level support and resolve issues
Participate in the architecture design, development, and documentation
Provide both remote and on-site customer support for existing products deployed in the field
Travel to support on-site integration, trade shows, product demonstrations, technical support, etc. Sometimes on short notice
Script and compile executables for Bluedrop applications
Providing customer training
Create knowledge base articles, newsletters, forum posts, and other artifacts to educate and inform clients
Create and implement new continuous integration/continuous deployment (CI/CD) and release management processes