City : Waterloo

Category : Software & Systems

Industry : IT

Employer : BlackBerry

Worker Sub-Type:

 Job Description: 

Job Description

Cybersecurity Software Development Support (CSDS) is the integration point with product development for our customer support teams for many BlackBerry products within the BlackBerry SPARK & IoT Solutions Group.  The primary role of the team is to be the strongest technical R&D team that supports our BlackBerry Software.  CSDS also programs critical quick fixes, tools and scripts for our customers.  CSDS works to solve the most complex problems that our enterprise customers encounter often involving creating custom diagnostic builds and advanced debugging techniques.

RESPONSIBILITIES

Provide development support to our BlackBerry Customer Support organization including log analysis, testing/reproduction of the issue, code level debugging, identification of coding fixes, and investigation into workarounds for customer issues

Timely resolution/investigation of escalations from various support groups

Database expertise and able to write database scripts to address customer issues

Logging product defects in issue tracking systems including identification of fixes required.

Technical product documentation creation/review, knowledge base article creation

Update Case Notes frequently to help provide a summary of the status of the case for management, peers and interested parties

Consult with Senior members of the CSDS team, Product Development, Product Managers or other product experts on cases when necessary to help progress investigation

As the Cyber Software Development Support team will support our world-wide Technical Support groups, an on-call rotation is required.

ESSENTIAL SKILLS AND QUALIFICATIONS

University Degree or College Diploma in Computer Science or related discipline

5+ years’ experience in development/maintenance of C#, .NET, Java or C++ applications

Previous work experience with Microsoft SQL Server, Kafka or PostgreSQL

Experience with iOS, Android, Windows, Mac or Linux Operating Systems and troubleshooting problems

Experience with cloud computing platforms such as AWS or Azure

Superior troubleshooting, advanced debugging and problem-solving skills

Very strong communication skills (Verbal and Written)

Be customer-focused, team-oriented, and motivated, taking ownership of assigned tasks

The ability and desire to work in a fast paced, high intensity environment while retaining a positive, customer centric attitude

ADDITIONAL ASSETS

Security experience and knowledge is highly desirable to include domain expertise: Endpoint Protection, Endpoint Detection & Response, and Managed Security Services.

Experience analyzing application memory dumps

Previous experience working with BlackBerry Enterprise solutions

Previous experience working with managing or developing for iOS, Android, Windows or Linux

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Scheduled Weekly Hours: