Technical Support Specialist, Tier 2

Bluebeam; United States; On-site; USD 56,900 - 68,100; Full time

Benefits offered by this job

100% paid medical premiums for employees

Fully vested 401K from day one

Free access to LinkedIn Learning

Job summary

A leading software company in the United States is seeking a Technical Support Specialist, Tier 2. In this role, you will assist customers with technical inquiries, provide solutions, and maintain customer satisfaction. The ideal candidate will possess strong analytical and communication skills, with a background in technical support. This position offers a competitive salary and opportunities for professional development within a supportive culture.

Qualifications

• Minimum of 2 years in a technical support or equivalent role.
• Ability to resolve complex issues effectively.
• Excellent verbal and written communication skills.

Responsibilities

• Act as a mid-level Tier 2 support specialist.
• Respond to customer inquiries via phone, chat, and email.
• Document customer interactions accurately.

Skills

Analytical skills

Troubleshooting

Customer service

Communication

Proficiency in Microsoft Windows

Education

A+ or Microsoft IT Certification

Tools

PDF software

AutoCAD

Revit

Job description

Overview

Join to apply for the Technical Support Specialist, Tier 2 role at Bluebeam.

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.

About the Role

• Act as a mid-level Tier 2 support specialist, responding to customer inquiries via phone, chat, and email with minimal supervision
• Provide technical assistance on product usage, escalating complex issues to appropriate teams when necessary
• Take full ownership of technical incidents, replicate issues in test environments, identify software bugs, and document them in the bug tracking system
• Accurately record all customer interactions and case details in the CRM system
• Qualify and gather detailed technical information to support effective issue escalation
• Develop and maintain internal and customer-facing support documentation for recurring issues and technical workflows
• Exhibit professional maturity by demonstrating initiative, reliability, and consistent execution in a technical support environment
• Contribute to cross-functional projects and support company-wide technical objectives as assigned

About You

• Minimum of 2 years in a technical support or equivalent role, with proven ability to resolve complex issues
• Strong analytical and troubleshooting skills, with the ability to identify key details, ask the right questions, and apply technical knowledge to drive issue resolution
• Demonstrated commitment to exceptional customer service, with a collaborative mindset and a positive, solution-oriented attitude
• Proficient in Microsoft Windows operating systems, including installing and uninstalling software and drivers
• Proactive and dependable, consistently following through to ensure customer issues are fully resolved
• Excellent verbal and written communication skills, with the ability to clearly convey technical information to a variety of audiences

Nice to Have

• A+ or Microsoft IT Certification (e.g., MTA)
• Experience with PDF software
• Familiarity with architectural or structural design programs such as AutoCAD, Revit, Navisworks, Tekla, or SolidWorks
• Experience in the AEC (Architectural, Engineering, and Construction) industry
• Experience supporting mobile platforms
• Exposure to virtual environments such as Citrix, VMware, or Hyper-V
• Experience with software deployment tools and setup processes

What We Offer

• People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – The Nemetschek Group
• Competitive compensation and benefits package
• 100% paid medical premiums for employees, 80% paid for dependents
• Fully vested 401K right from the day you start
• 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)

DEIBA Mission

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.

Compensation

Salary Range: $56,900 - $68,100 + annual bonus percentage

• 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.
• 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. If this role and/or pay range is not an exact fit, we still encourage you to apply.

Job Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service and Education
• Industries: Software Development