[Hiring] Technical Support Specialist @Bluedrop Training & Simulation

Role Description

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.

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
• 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

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

Core Skills

• Integration
• Technical Support
• Implementation
• Tester
• Customer Training

Company Description

Bluedrop Training & Simulation designs, develops, and integrates advanced training solutions including state-of-the-art training and simulation products and highly interactive courseware and technical documentation. Our approach meets the demands of today's modern armed forces providing blended training solutions from the classroom through to simulated virtual environments aimed at improving safety, productivity, and efficiency.

Bluedrop has developed a unique suite of cutting-edge virtual rear crew and hoist mission training systems and armored vehicle simulators. Bluedrop Training & Simulation is a small to medium-sized enterprise providing a strong value proposition offering Canadian designed and developed solutions. Typical customers include Tier one OEMs such as Boeing, Lockheed Martin and Sikorsky (owned by Lockheed Martin).