Technical Support Specialist

Bluedrop Training & Simulation; Deutschland; Remote; EUR 70,000 - 100,000; Full time

Job summary

Bluedrop Training & Simulation is seeking a proactive Technical Support Specialist to support deployment and maintenance of Bluedrop Learninglogics software for internal and external clients.

You will advocate for customers, support development operations, and implement processes for product release and distribution while working with cross-functional teams. Strong technical background and communication are essential.

Qualifications

• University/college education or equivalent is required.
• 4+ years in a software development or related role (dev, QA, release).
• Clear, professional communication with non-technical stakeholders.
• Ability to work independently with minimal guidance.
• Highly organized, deadline-focused and detail-oriented.
• Strong writing and documentation skills.
• Ability to obtain a Government of Canada security clearance.
• Experience with Windows Server, IIS, SQL Server, and web hosting.
• SQL scripting and data retrieval skills.
• Experience scripting installers (NSIS or similar).
• Solid knowledge of CFML, Java, JavaScript; HTML/CSS.
• Experience with virtualization and cloud environments (Azure/AWS).
• Familiarity with Jira/Jira Service Desk and defect management.
• Experience in release management or software development lifecycle.

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.
• Report on quality and release readiness of multiple products.
• Review historical and current bug reports to identify areas needing attention.
• Contribute to software quality standards for lifecycle, testing and maintenance.
• Deploy and configure Learninglogics products at customer sites.
• Build, configure and maintain web servers and virtual machines.
• Document and execute Technical Support procedures and configurations.
• Perform troubleshooting, root cause analysis, and solution development.
• Provide system-level support to customers, on-site or remotely.
• Assist in architecture design, development and documentation.
• Travel for on-site integration, events, and demonstrations as needed.
• Script and compile executables for Bluedrop applications.
• Provide customer training and create knowledge base materials.
• Create CI/CD and release management processes and artifacts.

Skills

Technical Support

CI/CD

Web Servers

SQL Queries

JavaScript

CFML

HTML/CSS

Jira

Azure

AWS

Education

University or College education

Tools

Hyper-V

VirtualBox

SQL Server

Docker

Kubernetes

GitLab

Jira Service Desk

Azure

AWS

Job description

Discover

The Opportunity

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.

What you'll do

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

What you'll need

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

We're looking for

Core Skills

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

A little bit about us

Bluedrop Training & Simulation

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).