Technical Support Specialist

Graitec•Atlanta, GA

38d•Remote

About The Position

The Technical Support Specialist plays a key role in delivering high-quality technical assistance to both customers and internal teams across Graitec, Autodesk, and third-party solutions. This role is responsible for managing support requests, resolving technical issues related to software, licensing, and installation, and ensuring an excellent customer experience. Working within a global support model, the Technical Support Specialist collaborates closely with cross-functional teams, including Sales and international support teams, to ensure timely issue resolution, knowledge sharing, and continuous improvement of support processes. This role directly contributes to customer satisfaction, retention, and operational excellence.

Requirements

2+ years of experience in a technical support, application support, or IT support role, preferably in the AEC, BIM, or engineering software domain
Hands-on experience supporting software solutions, including installation, configuration, troubleshooting, and user support
Solid understanding of software licensing concepts and models (network licenses, cloud subscriptions, user management)
Experience working with support ticketing systems and case management tools
Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues efficiently
Proven ability to manage multiple priorities and cases while meeting defined SLAs and performance targets
Customer-focused mindset with strong interpersonal skills and the ability to handle client-facing interactions professionally
Experience working in cross-functional and international team environments
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
Proactive, autonomous, and detail-oriented approach with a focus on quality and continuous improvement

Nice To Haves

Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field (or equivalent practical experience)
Knowledge of Autodesk products (e.g., AutoCAD, Revit, BIM 360, Autodesk Construction Cloud) or similar software is a strong advantage
Familiarity with BIM workflows, AEC industry practices, or construction software ecosystems is a plus
Basic understanding of IT systems, operating systems (Windows), and networking fundamentals
Experience in a global or international support environment is considered an asset
Strong organizational and time management skills with the ability to work in a fast-paced environment
High attention to detail and commitment to maintaining accurate system and case data
Ability to work both independently and collaboratively within a team setting
Customer-oriented mindset with a proactive and solution-driven attitude
Fluency in English (additional languages are an advantage depending on the region)

Responsibilities

Manage and resolve incoming technical support requests via multiple channels (ticketing system, email, phone) in line with defined SLAs
Provide troubleshooting and resolution for software-related issues, including installation, configuration, licensing, and product usage across Graitec, Autodesk, and third-party solutions
Take ownership of support cases end-to-end, ensuring proper prioritization, follow-up, and timely resolution
Escalate complex or high-priority issues to specialized teams while maintaining clear communication with stakeholders
Maintain accurate and detailed documentation of all support interactions within the case management system
Support customers with licensing management, including activation, assignment, and coordination with network license environments
Deliver a high level of customer service and technical expertise to ensure customer satisfaction and long-term retention
Collaborate with Sales teams to address specific customer technical needs and support pre- and post-sales activities
Work closely with global support teams to ensure seamless support coverage across regions and time zones
Identify recurring issues, perform root cause analysis, and contribute to continuous improvement initiatives and knowledge base development
Ensure data accuracy, reporting consistency, and compliance with internal processes and documentation standards