Technical Support Analyst

**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, 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, defence, healthcare and media companies. Our mission is “Intelligent Security. Everywhere.”

The time is right, and the market conditions could not be better for us. We’re posting record-breaking software and services revenue growth. Three years of positive operating income and an enterprise cyber security software and services business that’s growing at double digit rates, delivering $955 million of total company revenue in FY20. **This profitable growth is a confirmation that we have successfully pivoted to become an enterprise software and services company.
We’re no longer about the smartphone, but the smart in the phone and in cars and containers, medical devices and wearables, consumer appliances, industrial machinery, and ultimately the entire Internet of Things (IoT). We have made great strides in executing our business strategy. With such growth and opportunity, you couldn’t consider join us at a more exciting time.

**It’s an exciting time to join us
At BlackBerry we offer our customers comprehensive, cloud-enabled software that helps manage 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 sensitive data between endpoints to keep people, information, and goods safe.

In order to help us continue to deliver the most comprehensive cross-platform mobility and Cybersecurity products and services across the world, we are looking for a talented Senior Technical Support Analyst to join our Technical Support team. As a Senior Technical Support Analyst, you will be joining our global Customer Support Organisation, dedicated to ensuring the smooth and seamless 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 this role, you will**:

- Provide senior/advanced support to BlackBerry customers, with a primary focus on the BlackBerry Cyber Suite: Endpoint Protection (EPP), Endpoint Detection and Response (EDR), and the new Unified Endpoint Security (UES) platform.
- Provide guidance and next step consultation for analysts and recommending escalation when issue is outside analyst technical competency to ensure we provide relief and restore functionality for the customer as efficiently as possible
- Develop and test possible workarounds for problems until root cause has been discovered and a permanent fix has been implemented
- Use all knowledge and skills towards the goal of world-class service in an efficient scalable fashion
- Work closely with the team to provide guidance and assistance when they are faced with new or challenging problems, and mentoring them in any technical areas required
- Play a key role in beta programs, providing input on feature specs, supportability and quality
- Provide assistance and support during critical situation handling
- Create and maintain automation tools and services to provide higher confidence troubleshooting and efficiency.
- Be responsible for analyzing data from support systems to create KB articles to reduce undocumented defects. Goal is to have a ‘fingerprint’ for each defect to aid in problem identification and resolution.
- Be responsible for Customer Relationship Management whereby we maintain contact with customers in order to maintain trust and confidence.
- Provide training directly to customers; attending conferences as a technical resource as well as onsite customer support.
- Other duties as may be reasonably required

**Ideally, you will have**
- Experience in a senior technical support, technical operations, or consulting position with experience in managing the resolution of business critical and time sensitive issues
- Thorough understanding of the processes, procedures, expectations and problem management methodology typical of large Enterprise organizations
- Demonstrated professionalism and diplomacy, fostering a customer-centric culture, with a true passion for customer service and the ability to empathize with concerned customer