Technical Support Representative L2

Stratus

3d•Remote

About The Position

The Level 2 Technical Support Representative is a senior member of our Technical Support team and a primary escalation point for complex, high-impact issues that front-line support and our AI agents cannot resolve. Where our L1 team and Fin AI handle first-touch triage, you own the harder diagnostic work—deep platform issues, Autodesk integration failures, and customer-specific configuration problems—while maintaining ownership of the customer experience end to end. This is a role for someone who pairs strong AEC and technical judgment with fluency in modern AI tooling. You'll use AI daily to accelerate diagnosis, research, and communication, and you'll help make our AI-driven support smarter over time by improving the knowledge base and workflows those systems depend on. As a Construction Tech SaaS company on a growth trajectory, this position is integral to our 2026 support strategy: faster, higher-quality resolutions at scale. You'll collaborate closely with fellow support team members, developers, and product managers to resolve user challenges, drive fixes upstream, and continuously raise the bar on the customer experience.

Requirements

3+ years in a technical support role, preferably within SaaS or Construction Tech, including experience handling escalated or Tier 2 issues.
Demonstrated fluency with AI tools in a professional setting, with good judgment about their strengths, limitations, and appropriate use—and a genuine interest in working alongside AI to do the job better.
Technical aptitude to build lightweight tools, scripts, or automations with AI assistance (e.g., Python, low-code platforms, or AI app builders) that the support team can use to troubleshoot and streamline their work.
Strong problem-solving skills and a customer-first approach, with the ability to independently diagnose complex, ambiguous technical issues.
Ability to distill complex technical problems into clear, actionable solutions and documentation for both customers and colleagues.
Solid understanding of construction workflows, particularly modeling and fabrication.
Working knowledge of Autodesk tools—Revit and BIM 360/ACC required; Navisworks a plus.
Detail-oriented with excellent organizational skills for managing and prioritizing a Service Desk queue.
Strong written and verbal communication and a collaborative mindset for working within a remote-first team.
Comfortable thriving in a remote-first, fast-paced environment.

Nice To Haves

Familiarity with MEP-specific workflows in the AEC industry.
Experience with Service Desk / ticketing tools (e.g., Jira Service Management, Zendesk, Freshdesk) and knowledge base platforms (e.g., Confluence).
Experience building support resources—user guides, FAQs, or troubleshooting playbooks.
Experience improving or working alongside AI support agents (e.g., Intercom Fin) or applying AI to support operations, knowledge management, or data analysis.
Knowledge of BIM coordination or construction project management.
Comfort with light data analysis (e.g., ticket exports, support metrics).

Responsibilities

Serve as a senior escalation point on the Service Desk, taking ownership of complex technical issues escalated by L1 agents and by our AI support agent (Fin), and driving them to resolution.
Troubleshoot and resolve advanced issues across Stratus and the Autodesk ecosystem (Revit add-ins, BIM 360/Autodesk Construction Cloud, Navisworks), including publish/import failures, permission and access errors, and platform configuration problems.
Use AI tools as a core part of daily work - diagnose error messages, search the knowledge base and ticket history, identify related engineering tickets, draft customer-facing responses, and analyze support data—while applying sound judgment about when to verify or override AI output.
Use AI to build lightweight tools, scripts, and automations—developing utilities the support team can use to troubleshoot issues, streamline diagnostics, and accelerate routine work.
Partner with our AI support agent (Fin) by reviewing its performance, handling its escalations, and closing knowledge gaps so it deflects a growing share of routine inquiries accurately.
Author and maintain knowledge base articles and internal troubleshooting playbooks, improving both self-service for customers and the source material our AI systems rely on.
Escalate genuine product defects to engineering with clear, well-documented reproduction steps, and track them through to resolution on behalf of the customer.
Identify recurring issues and surface customer insights to product and engineering to inform fixes, enhancements, and training needs.
Mentor and support L1 agents—reviewing their work, sharing techniques, and helping level up the team's technical depth.
Contribute to and help improve team support metrics (resolution time, quality, deflection, SLA adherence), and help define what "good" looks like at scale.