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Technical Support Analyst
2 weeks ago
**Worker Sub-Type**:
Regular
**Be part of something special; come join the BlackBerry Technical Support Team**
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, handling 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.”
**Are you the person we are looking for?**
At BlackBerry we offer our customers comprehensive, cloud-enabled software that helps handle and secure the Enterprise of Things. The totality of the BlackBerry solution is called BlackBerry Secure and is grounded in the new BlackBerry mobile software security platform. BlackBerry software is the key ingredient that allows our customers to confidentially and reliably transmit critical data between endpoints to keep people, information, and goods safe.
As a Technical Support Analyst, you will be joining our global Customer Support Organization, dedicated to ensuring the smooth and flawless usage of BlackBerry products by our customers. Working alongside Software Development and Technical Account Management teams, you'll play a pivotal role in ensuring the technical success and customer satisfaction with our products and solutions.
In return for your talent and passion we will provide you with professional tools and training with fantastic opportunities for development, and the chance to thrive in a dynamic environment, working alongside outstanding colleagues. In short, you bring the talent, and we provide the environment, tools and resources for you to build your skills and accelerate your growth & personal development.
In return for your skills, expertise and passion, we will provide you with an attractive compensation & comprehensive benefits package. Become part of a team that is already leading the way and has even bigger plans for the future. Come join us
**In this role, you will**:
- Deliver outstanding customer support to customers directly while also assisting with technical consultations and customer concerns from internal and external partners
- Provide guidance and next step consultation for analysts and recommending escalation when issue is outside analyst technical proficiency to ensure we provide relief and restore functionality for the customer as efficiently as possible
- Collect information and perform deep dive analysis, diagnosis and troubleshooting of BlackBerry product & solutions
- Research, author and review technical documentation and take ownership, correcting any non-conformances with respect to processes and documentation
**Ideally, you will have**:
- Experience in supporting customers (in a technical support environment)
- Familiarity with network topologies, edge devices (routers, proxies, etc.), and troubleshooting techniques
- Proven integrity and diplomacy, encouraging a customer-centric culture, with a true passion for customer service and the ability to empathize with concerned customers
- Strong problem-solving skills and must be capable of working effectively at a technical level with internal partners
- Excellent comprehension and communication skills, both oral and written
- Bachelor’s Degree in a technology related field and two (2) years of experience delivering technical support
- Deep technical troubleshooting abilities including log analysis
- Knowledge and/or hands-on experience with the following:
- _Windows, macOS and/or Linux knowledge _
- _Artificial Intelligence or Machine Learning based Solutions/Projects _
- _Commercial Security or Antivirus Solutions _
- _Malware/Ransomware protection _
- _Salesforce/Jira/CRM Solutions _
- _Critical incident response _
**Preferred qualifications**:
- Previous experience/education in the field of Cybersecurity
- Technical Proficiency Written/Verbal in any of the following languages: German, Japanese, Spanish and French
- Experience with SIEM solutions, Elasticsearch and Kibana
LI-DA1
**Scheduled Weekly Hours**:
40
