Technical Support Specialist

CareerBeacon; Halifax; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Bluedrop Training & Simulation Inc. seeks a proactive Technical Support Specialist to support deployment and maintenance of Bluedrop solutions for internal and external clients. The role emphasizes strong communication, independent work, and ability to manage releases and provide top-tier support.

The candidate will deploy Learninglogics products, troubleshoot, and document procedures while collaborating with multiple teams and customers. Travel for on-site support and demos may be required.

Qualifications

• Requires strong communication and documentation skills.
• Ability to work independently with minimal guidance.
• Experience in software development environments and release management.
• Proficient in SQL and scripting.
• Knowledge of web servers and cloud environments.

Responsibilities

• Lead Technical Support activities for Bluedrop Learninglogics product team.
• Report bugs and follow up on resolution progress.
• Collaborate with cross-functional teams, suppliers, and contractors.
• Assess product release readiness and quality.
• Deploy and configure Learninglogics products at customer sites.
• Build and maintain web servers and VMs.
• Document Support procedures and configurations.
• Provide remote and on-site customer support.
• Travel for on-site integration and demonstrations as needed.
• Develop CI/CD and release management processes.

Skills

Communication skills

Independent work

Documentation skills

Problem solving

Organizational skills

Education

University or College education

Tools

Windows Server

IIS

SQL Server

SQL queries

NSIS

CFML/Java/JavaScript

HTML/CSS/XML

Hyper-V/VirtualBox

Azure/AWS

Jira Service Desk

Jira

GitLab/Jenkins (CI/CD)

Job 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.

Qualifications

Successful applicants must have:

• 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

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