Tech Support Specialist - Tier 2 ‎(Remote, East Coast)

nemetschek

11d•Remote

About The Position

We’re hiring a Tier 2 Technical Support Specialist, a mid-level software support position, who is expected to assist Bluebeam customers via telephone, chat and email who are having technical challenges installing, configuring and using our products. It is essential that the Tier 2 Technical 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 customer experience.

Requirements

Minimum of 2 years in a technical support or equivalent role, with proven ability to resolve complex issues
Strong analytical and troubleshooting skills, with the ability to identify key details, ask the right questions, and apply technical knowledge to drive issue resolution
Demonstrated commitment to exceptional customer service, with a collaborative mindset and a positive, solution-oriented attitude
Proficient in Microsoft Windows operating systems, including installing and uninstalling software and drivers
Proactive and dependable, consistently following through to ensure customer issues are fully resolved
Excellent verbal and written communication skills, with the ability to clearly convey technical information to a variety of audiences

Nice To Haves

A+ or Microsoft IT Certification (e.g., MTA)
Experience with PDF software
Familiarity with architectural or structural design programs such as AutoCAD, Revit, Navisworks, Tekla, or SolidWorks
Experience in the AEC (Architectural, Engineering, and Construction) industry
Experience supporting mobile platforms
Exposure to virtual environments such as Citrix, VMware, or Hyper-V
Experience with software deployment tools and setup processes

Responsibilities

Act as a mid-level Tier 2 support specialist, responding to customer inquiries via phone, chat, and email with minimal supervision
Provide technical assistance on product usage, escalating complex issues to appropriate teams when necessary
Take full ownership of technical incidents, replicate issues in test environments, identify software bugs, and document them in the bug tracking system
Accurately record all customer interactions and case details in the CRM system
Qualify and gather detailed technical information to support effective issue escalation
Develop and maintain internal and customer-facing support documentation for recurring issues and technical workflows
Exhibit professional maturity by demonstrating initiative, reliability, and consistent execution in a technical support environment
Contribute to cross-functional projects and support company-wide technical objectives as assigned

Benefits

People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – The Nemetschek Group
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)