Customer Support Specialist

Genia; Los Angeles (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Genia is seeking a Customer Support Specialist with a Civil Engineering background to serve as the primary bridge between our technology and users. You will engage engineers and designers across email, social platforms, and our Discord server, ensuring users get maximum value from our platform and building strong client relationships.

You will triage technical issues, document bugs for the Product team, and develop knowledge bases to help users self-serve, while maintaining a professional and

Qualifications

• Bachelor's degree in Civil Engineering, Structural Engineering, or Architecture.
• Strong technical understanding of engineering workflows, CAD software, or BIM tools.
• Excellent written and verbal communication skills; explain complex technical concepts simply.

Responsibilities

• Act as the first point of contact for user inquiries across email, social media, and Discord.
• Leverage your civil engineering background to troubleshoot technical issues and provide high-quality solutions.
• Engage with the community on Discord and social media to foster a helpful user environment.
• Document bugs or feature requests with clear, detailed information for Product/Engineering teams.
• Create knowledge base articles, FAQs, and video tutorials to aid self-serve.

Skills

Technical communication

Civil engineering background

Multi-channel support

Troubleshooting

Community engagement

Education

Bachelors in Civil/Structural Eng or Architecture

Tools

CAD software

BIM tools

Intercom

Zendesk

Discord

Job description

Responsibilities

We are looking for a Customer Support Specialist with a background in Civil Engineering to serve as the primary bridge between our technology and our users. In this role, you will not just answer tickets; you will actively engage our community of engineers and designers, ensuring they get the most value out of our platform. You will manage communications across all channels- email, social media, and our active Discord server- providing technical guidance and building strong relationships with our clients.

• Act as the first point of contact for user inquiries across email, social media platforms, and Discord.
• Leverage your civil engineering background to understand technical user problems, troubleshoot complex issues, and provide accurate, high-quality solutions.
• Proactively engage with the community on Discord and social media to foster a helpful and vibrant user environment.
• Triage and elevate technical bugs or feature requests to the Product and Engineering teams with clear, detailed documentation.
• Create and update knowledge base articles, FAQs, and video tutorials to help users self-serve.
• Monitor user sentiment and gather feedback to help shape the future roadmap of the product.
• Maintain a high response rate and ensure a consistent, professional, and empathetic tone in all interactions.

Responsibilities

We are looking for a Customer Support Specialist with a background in Civil Engineering to serve as the primary bridge between our technology and our users. In this role, you will not just answer tickets; you will actively engage our community of engineers and designers, ensuring they get the most value out of our platform. You will manage communications across all channels- email, social media, and our active Discord server- providing technical guidance and building strong relationships with our clients.

• Act as the first point of contact for user inquiries across email, social media platforms, and Discord.
• Leverage your civil engineering background to understand technical user problems, troubleshoot complex issues, and provide accurate, high-quality solutions.
• Proactively engage with the community on Discord and social media to foster a helpful and vibrant user environment.
• Triage and elevate technical bugs or feature requests to the Product and Engineering teams with clear, detailed documentation.
• Create and update knowledge base articles, FAQs, and video tutorials to help users self-serve.
• Monitor user sentiment and gather feedback to help shape the future roadmap of the product.
• Maintain a high response rate and ensure a consistent, professional, and empathetic tone in all interactions.

Qualifications

• Bachelor's degree in Civil Engineering, Structural Engineering, or Architecture.
• Strong technical understanding of engineering workflows, CAD software, or BIM tools.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts simply.
• Ability to multitask and manage inquiries across multiple fast-paced channels simultaneously.
• High empathy and patience when dealing with user frustrations.

Preferred Skills

• Previous experience in customer support, technical support, or community management for a SaaS or technical product.
• Familiarity with support platforms (e.g., Intercom, Zendesk) and community tools (e.g., Discord, Slack).
• Experience creating technical documentation or educational content for users.