Technical Support Specialist - Tier 2

Bluebeam, Inc.; Pasadena (CA); Hybrid; USD 57,000 - 68,000; Full time

Benefits offered by this job

401K

PTO

Well-being platform

LinkedIn Learning

Education reimbursement

Job summary

Bluebeam, Inc. in Pasadena, CA invites a Technical Support Specialist - Tier 2 to join our hybrid team. The role focuses on assisting customers with installation, configuration, and usage of our software, delivering timely solutions and high-quality service.

The candidate will handle calls, chats, and emails, log issues in our bug tracker, and contribute to internal docs. A+ or MS IT cert and familiarity with architectural software are a plus.

Qualifications

• Two or more years of technical support experience.
• Ability to work hybrid schedule with in-office days.
• Strong Windows OS and software troubleshooting.

Responsibilities

• Answer telephone calls, chat inquiries, and emails with minimal assistance.
• Assist with product usage questions and escalations as needed.
• Own issues from report to resolution; set up test environments and log bugs.
• Track customer interactions and data in CRM.
• Qualify issues and gather escalation details.
• Create internal and customer support documentation.
• Demonstrate professionalism and reliability.
• Assist with miscellaneous projects as needed.

Skills

Technical support

Customer service

Problem solving

Windows OS

Communication skills

Tools

PDF software

AutoCAD

Revit

Navisworks

Tekla

SolidWorks

Citrix

VMware

Hyper-V

Software deployment tools

Job description

Working hours: 8am-5pm PT

Working Schedule: Hybrid, 3 days in-office (Pasadena, CA)

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected, and safe and improve the lives of design and construction professionals everywhere.

The Technical Support Specialist - Tier 2, a mid-level software support position, is expected to assist Bluebeam customers via telephone, chat and email who are having technical challenges installing, configuring and using our products. It is essential that the Tier 2 Technical Support Specialist partner with the customer at a professional level, provide effective resources or solutions within a reasonable amount of time, and contribute regularly to the general improvement of the team and customer experience.

About the Role:

• Serve as a mid-level member of our Tier 2 frontline team by answering telephone calls, chat inquiries, and emails from our customers with little assistance
• Assists with product usage questions and escalates issues as needed
• Take ownership of technical issues from initial report to final resolution, setting up test environments to verify reported software bugs and log them into our bug tracking database
• Tracks customer interactions and contact data in CRM
• Qualifies issues and gathers information about the scope, history and details for escalation
• Create support documentation to be used internally as well as for customers
• Demonstrate professional maturity, take initiative and be consistently reliable
• Assist with other miscellaneous projects as assigned to support Bluebeam philosophies and goals

About You:

• 2+ years of technical support experience
• Ability to work 8am-5pm ET working hours on a hybrid schedule (3 days in office)
• Strong troubleshooting/problem solving skills: Ability to understand the question/issue, identify knowns, unknowns and apply product and environmental (e.g. Windows Operating System) knowledge to ask qualifying questions to determine appropriate troubleshooting steps to move towards and achieve resolution.
• Customer service skills!! Bluebeam has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role will like to work with others and will help them solve problems with a positive attitude and helpful spirit.
• Solid understanding of Microsoft Windows operating systems, installing and uninstalling programs and drivers
• A positive and proactive nature (You follow through on helping customers get the answers they need!)
• Excellent communication skills, both written and verbal

Extras:

• A+ or Microsoft IT Certification (i.e. MTA)
• Experience with PDF software
• Experience with architectural or structural programs such as AutoCAD, Revit, Navisworks, Tekla or SolidWorks
• Experience working within the AEC (Architectural, Engineering, and Construction) industry
• Experience working with mobile platforms
• Experience working with virtual environments (i.e. Citrix, VMware, Hyper-V)
• Experience in setting up and utilizing software deployment tools

What we offer:

• People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – Nemetschek
• Competitive compensation and benefits package
• Fully vested 401K right from the day you start
• Generous PTO, including sick/mental health & volunteer days
• Free & unlimited access to BetterUp Care, a well-being platform
• Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
• Opportunity for continuous professional development
• Free & unlimited access to LinkedIn Learning
• Up to $5K annual education reimbursement (after 1 year tenure)

Below is our DEIBA (Diversity, Equity, Inclusion, Belonging, and Accessibility) mission statement:

Bluebeam is committed to building an inclusive environment in which everyone, regardless of background, has an opportunity to experience a deep sense of belonging. Each of our unique perspectives amplifies our collective power, and by encouraging diverse perspectives in an environment infused with mutual respect, we arrive at better solutions. And when we bring the best version of ourselves to work, we can make our best contributions to the global community of people who build our world.

About Bluebeam:

The construction industry is adopting new technology at a feverish pace. Tablets and cell phones are replacing paper blueprints, drones are surveying job sites in 3D, and cloud collaboration is changing the way teams work together. Bluebeam plays a crucial role in this transformation. The key to our success is a customer-focused approach to product development: we work with the industry to create solutions for the industry. Today, over 3 million people throughout the world use Bluebeam. In the US, we’re a critical partner for the majority of top AEC firms, and rapidly expanding our presence globally, with offices in Sweden, Germany, and the UK.

Come design and build your future with us!

Bluebeam is proud to be an equal-opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Base pay offered will depend upon qualifications and other operational considerations. Base pay is one part of Bluebeam’s Total Rewards program, which seeks to compensate and recognize employees for their work. Most sales positions are eligible for commission under the terms of an applicable commission plan, while most non-sales positions are eligible for a bonus under the terms of an applicable bonus plan. Additionally, Bluebeam provides best-in-class benefits, with 100% employee-covered health and welfare benefits and paid time off. Bluebeam is a growing company with many opportunities.

Base Pay Range: $56,900 - $68,100 + Annual bonus