Bluebeam, a company that provides smart software solutions for the construction industry, is hiring a Tier 2 Technical Support Specialist. This mid-level position requires the ability to resolve complex technical challenges related to the installation, configuration, and use of Bluebeam products via phone, chat, and email, with minimal supervision.

• Location: US (West Coast)
• Salary Range: $56,900 – $68,100 + annual bonus percentage
• Focus: Mid-level software support, incident ownership, bug documentation, and serving the AEC industry.

About the Role: Incident Ownership and Problem Replication

The specialist is expected to own the technical incident lifecycle, acting as the bridge between the customer and the engineering team.

• Tier 2 Support: Act as a mid-level Tier 2 support specialist, responding to customer inquiries via phone, chat, and email with minimal supervision.
• Incident Ownership: Take full ownership of technical incidents, from initial contact through resolution.
• Bug Identification: Replicate issues in test environments, identify software bugs, and document them in the bug tracking system (qualify and gather detailed technical information to support escalation).
• Documentation & Improvement: Develop and maintain internal and customer-facing support documentation for recurring issues and technical workflows.
• CRM Management: Accurately record all customer interactions and case details in the CRM system.
• Professional Conduct: Exhibit professional maturity by demonstrating initiative, reliability, and consistent execution.

Required & Preferred Qualifications: Windows and Troubleshooting

The ideal candidate possesses strong troubleshooting skills in a Windows environment, with desirable exposure to the AEC technology stack.

Required:

• Experience: Minimum of 2 years in a technical support or equivalent role, with proven ability to resolve complex issues.
• Troubleshooting: Strong analytical and troubleshooting skills to identify key details, ask the right questions, and drive issue resolution.
• OS Proficiency: Proficient in Microsoft Windows operating systems, including installing and uninstalling software and drivers.
• Communication: Excellent verbal and written communication skills to clearly convey technical information to various audiences.

Nice to Have (AEC Focus):

• Industry Experience: Familiarity with architectural or structural design programs such as AutoCAD, Revit, Navisworks, or SolidWorks.
• Industry Domain: Experience in the AEC (Architectural, Engineering, and Construction) industry.
• Certifications: A+ or Microsoft IT Certification (e.g., MTA).
• Environment Exposure: Exposure to virtual environments such as Citrix, VMware, or Hyper-V.