Posted On Apr 22

Technical Support Analyst


Location : Waterloo, ON

Headquarters : Waterloo, Canada

Hiring Mode : Full Time

Experience : Mid Level

Waterloo, ON
Worker Sub-Type:
Job Description:
  • BlackBerry® – the iconic brand you know and trust – is now a market leading security software and services company. As the Internet of Things (IoT) has become the next great wave in business transformation, BlackBerry already secures over 500 million endpoints. We are leading the way with a single platform for securing, managing and optimizing how intelligent endpoints are deployed in the enterprise, enabling our customers to stay ahead of the technology curve. BlackBerry’s top customers include all the G7 governments, 9 of the top 10 global financial institutions, automotive OEMs, aerospace, defense, healthcare and media companies. Our mission is “Intelligent Security. Everywhere.”
  • The BlackBerry IoT Business Unit combines BlackBerry’s core IoT assets across the company, including the BTS (QNX, Jarvis, Certicom, Radar) and BlackBerry IVY. BlackBerry IVY is a joint development between BlackBerry and Amazon AWS. It is a edge-first, secure, intelligent in-vehicle data platform providing automakers with cloud-controlled access to vehicle data. With ML support, BlackBerry IVY will produce and share insights consistently with a global digital ecosystem of developers to deliver actionable value on vehicle data at scale. The BlackBerry IVY organization is focused on developing and delivering this vision through the delivery of software and services, which will be used by vehicle OEMs and the broader development community worldwide.
  • As a member of our IVY Developer Experience team, you will be a trusted and skilled analyst providing support to vehicle manufacturers and 3rd party developers leveraging the BlackBerry IVY runtime, SDKs, and cloud components, to integrate with the vehicle sensors and develop intelligent apps.
  • Provide front line technical support to BlackBerry’s automotive industry customers involving our IVY platform.
  • Responsible for reproducing, confirming, and documenting new issues
  • Research, author, and review user knowledge base documentation
  • Maintain reference environments for testing and verification of customer reported issues
  • Engage with development teams on issue investigations
  • Participate in collecting and surfacing product feedback to design and development teams.
  • Work independently, under pressure, in a fast-paced environment with multiple customers.
  • Collaborate with larger team to identify and uphold KPIs for service and operational excellence
  • Be able and willing to work flexible shifts and participate in on call rotations as needed by the business.
Essential skills and qualifications
  • A degree in Computer Science, Computer Engineering, or related discipline at the intermediate level
  • 2+ years programming experience in one or more of: C++, Python, and Java
  • 2+ years of experience delivering technical support
  • Experience with the following environments/technologies preferred: Linux OS, QNX OS, Android, Mac OS, Gerrit/Git, JIRA, Chrome, Confluence
  • Excellent organizational, customer relationship, verbal, and written communication skills
  • Strong aptitude for troubleshooting and problem solving with a keen attention to detail
  • Excellent customer service skills and a passion for assisting others
  • Ability to work well independently and within cross functional team environments
  • Experience with AWS, Docker, Thrift, Kubernetes, TensorFlow, Keras, or Jupyter
  • Knowledge and/or hands-on experience with the following:
  • Automotive and IoT solutions
  • Artificial Intelligence or Machine Learning based Solutions/Projects
  • Cloud completing solutions
  • Salesforce/Jira/CRM Solutions
  • Critical incident response
  • Additional Assets
  • Previous experience/education in the field of Cybersecurity
  • Experience with QNX OS and auto grade hardware development
  • Experience with supporting SDKs
  • Exposure to Machine Learning techniques and/or data analytics engines
  • Knowledge of cloud-based technologies such as AWS, REST and React.js
  • #LI-RS1
Scheduled Weekly Hours: