Job Description : WHAT YOU WILL DO
WHAT YOU WILL DO
Gain in-depth knowledge of the BlackBerry Cylance software suiteDiagnose, research, reproduce and log reported defects working with BlackBerry Cylance engineeringResolve customer issues, working closely with engineering, research and other BlackBerry Cylance team membersRespond to customers experiencing technical issues via phone or e-mail in a timely, courteous and professional manner
WHO WE ARE LOOKING FOR
Bachelor's or higher degree in a technical field, or 5 years equivalent experienceExcellent verbal and written communication skillsAbility to get along with others and work as a member of a team that provides quick turnaround on critical issuesExperience in Windows OS, MacOS, Linux OS and diagnosticsExperience with endpoint security software products (installation, troubleshooting, debugging)Experience in trouble-shooting, root-cause analysis and issue resolutionExcellent verbal and written communicationRequires the ability to work independently with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effortFlexible and adaptable self-starter with strong relationship-building skillsMust have a passion for your work and an ability to apply that passion to both daily tasks and larger projectsCollaborative and team-oriented attitudeEffective problem-solving capabilitiesTakes initiative and approaches all tasks and projects proactivelyAbility to prioritize and complete multiple tasks with little to no supervisionIntellectual curiosity, humility, accountability and positive approach
ABOVE AND BEYOND
Experience with customer support and technical support tools (Salesforce, JIRA, Confluence, Service Cloud, Zendesk, etc.
Experience with malware and threat analysis