Technical Support Specialist

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.

Key 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

Qualifications

• 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
• 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
• Must be able to obtain a Government of Canada security clearance

Knowledge of the following is an asset:

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

Job Types: Full-time, Permanent

Pay: From $50,000.00 per year

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care
• Wellness program
• Work from home

Application question(s):

• What are you hoping to find in your next role that you weren't experiencing in your most recent position?
• We'd love to hear what motivated you to apply. What are your primary career goals right now, and what do you hope to achieve by joining our team?
• To ensure we are aligned, what is your expected salary range for this type of role? Also, are there specific benefits (beyond standard health/PTO) that are a priority for you?
• A Security Clearance is a requirement for this position. Do you currently hold one, or are you aware of any factors that might prevent you from obtaining or maintaining one?
• Related to Government of Canada Security Clearance, have you spent any time outside of Canada in the last 10 years (not including short vacations)? If so, where, and roughly how long?
• Can you give us an idea of your current availability, including your notice period at your current employer, and when you would be available to start if offered the position?
• If we move forward with an interview, what days or general time slots are typically best for you in the coming week?
• Bluedrop is deeply committed to fostering a diverse, equitable, and inclusive workplace for all employees. Your voluntary and confidential response to this question helps us measure the effectiveness of our DEI initiatives and recruitment strategies. If you wish to voluntarily self-identify as a member of an equity-seeking group(s), please use the space below. This includes visible minorities, those with disabilities, Indigenous people, women in underrepresented fields, and members of the 2SLGBTQ+ community.

Work Location: Remote