Technical Support Specialist - Tier 2
About The Position
The Technical Support Specialist - Tier 2 is a mid-level software support role that helps Bluebeam customers resolve technical challenges with installing, configuring, and using its products. The specialist supports customers by telephone, chat, and email, works professionally to provide effective resources or solutions in a reasonable amount of time, and contributes to improving the team and customer experience. The position follows a hybrid schedule with three days in the Pasadena, California office. The posting lists working hours as 8 a.m.–5 p.m. PT in the schedule details and 8 a.m.–5 p.m. ET in the qualifications section. Bluebeam is a construction software company whose products support design and construction professionals. It is part of Nemetschek, a global corporate entity, and reports that more than 3 million people worldwide use its products. The company describes a people-focused, entrepreneurial culture and emphasizes diversity, inclusion, belonging, accessibility, and equal opportunity.
Requirements
- At least 2 years of technical support experience.
- Ability to work 8 a.m.–5 p.m. ET on a hybrid schedule with three days in the office.
- Strong troubleshooting and problem-solving skills, including identifying knowns and unknowns and applying product and environmental knowledge to determine appropriate troubleshooting steps.
- Customer service skills and willingness to work with others to solve problems with a positive, helpful attitude.
- Solid understanding of Microsoft Windows operating systems and installing and uninstalling programs and drivers.
- Positive, proactive nature and follow-through in helping customers obtain answers.
- Excellent written and verbal communication skills.
Nice To Haves
- A+ or Microsoft IT certification, such as MTA.
- Experience with PDF software.
- Experience with architectural or structural programs such as AutoCAD, Revit, Navisworks, Tekla, or SolidWorks.
- Experience in the architectural, engineering, and construction (AEC) industry.
- Experience working with mobile platforms.
- Experience with virtual environments such as Citrix, VMware, or Hyper-V.
- Experience setting up and using software deployment tools.
Responsibilities
- Answer customer telephone calls, chat inquiries, and emails as a mid-level member of the Tier 2 frontline team, with little assistance.
- Assist customers with product usage questions and escalate issues as needed.
- Own technical issues from initial report through final resolution.
- Set up test environments to verify reported software bugs and log them in the bug-tracking database.
- Track customer interactions and contact data in the CRM.
- Qualify issues and gather their scope, history, and details for escalation.
- Create internal and customer-facing support documentation.
- Demonstrate professional maturity, initiative, and reliability.
- Assist with miscellaneous projects assigned in support of Bluebeam’s philosophies and goals.
Benefits
- Competitive compensation and benefits package.
- Fully vested 401(k) from the first day of employment.
- Generous paid time off, including sick, mental health, and volunteer days.
- Free, unlimited access to BetterUp Care, a well-being platform.
- Opportunity for continuous professional development.
- Free, unlimited access to LinkedIn Learning.
- Up to $5,000 annual education reimbursement after one year of tenure.
- 100% employee-covered health and welfare benefits.
- Paid time off.
- Annual bonus eligibility for most non-sales positions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
