Enterprise Support Specialist

nemetschek

1d • Remote

About The Position

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected, and safe and improve the lives of design and construction professionals everywhere. The Enterprise Support Specialist, a mid-level enterprise software support position, is expected to assist Bluebeam Enterprise customers via phone and email who are having technical challenges installing, configuring, and using our products. It is essential that the Enterprise Support Specialist partner with the customer at a professional level, provide effective resources or solutions within a reasonable amount of time, and contribute regularly to the general improvement of the team and the customer experience. The Enterprise Support Specialist is expected to be a team player with deep technical knowledge and the ability to handle complex issues and escalations.

Requirements

• 3-5 years of technical support experience
• Advanced troubleshooting/problem-solving skills: Ability to assess issues by identifying knowns and unknowns, ask effective qualifying questions, and apply product and environmental knowledge (e.g., Windows OS, SaaS platforms, SSO/SCIM, cloud services, web browsers, and mobile applications) to determine appropriate solutions.
• Customer service skills! Bluebeam has exceptional standards for customer service, not only for the clients we support, but also for our employees. We expect the person in this role to enjoy working with others and to help them solve problems with a positive attitude and helpful spirit.
• Excellent communication skills, both written and verbal.
• Project Management skills: Efficiently triage and prioritize support cases, customer calls, and personal projects to ensure timely and effective completion.
• Lead technical meetings with customers across all levels, including members of technical teams and executive leadership, while partnering with Account Managers and Customer Success Managers as needed.
• Solid understanding of Microsoft Windows operating systems i.e., installing and uninstalling programs and drivers.
• Experience working with or implementing Microsoft Entra ID (formerly Azure AD), OKTA, OIDC.

Nice To Haves

• A+ or Microsoft IT Certification (i.e. MTA)
• Experience with PDF software
• Experience with architectural or structural programs such as AutoCAD, Revit, Navisworks, SolidWorks, Procore
• Experience working within the AEC (Architectural, Engineering, and Construction) industry
• Experience working with mobile platforms
• Experience working with virtual environments (i.e. Citrix, VMware, Hyper-V)
• Experience in setting up and utilizing software deployment tools
• Experience working with SharePoint, ProjectWise

Responsibilities

• Serve as a mid-level member of our Enterprise team by effectively answering telephone calls and emails from our Enterprise customers
• Take ownership of technical issues from initial report to final resolution
• Able to project manage tough customer conversations, complex technical issues, and roadblocks that prevent the use, access or adoption of our products and services
• Set up test environments to verify reported software bugs and gather information about their scope, history and details for escalation, logging them into our bug tracking database when appropriate.
• Create support documentation to be used internally as well as by customers
• Effectively communicate feedback between customers and Engineering, translating technical and non-technical information to support troubleshooting and drive clear understanding.
• Demonstrate professional maturity, take initiative and be consistently reliable
• Participate in On-call rotation to support Global SLAs
• Assist with other miscellaneous projects as assigned, including working interdepartmentally to support Bluebeam philosophies and goals

Benefits

• Competitive compensation and benefits package
• 100% paid medical premiums for employees, 80% paid for dependents
• Fully vested 401K right from the day you start
• Generous PTO, including sick/mental health & volunteer days
• Free & unlimited access to BetterUp Care, a well-being platform
• Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
• Opportunity for continuous professional development
• Free & unlimited access to LinkedIn Learning
• Up to $5K annual education reimbursement (after 1 year tenure)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees