Tier 2 Technical Support Engineer (AEC/CAD)

NEMETSCHEK AG; United States; On-site; USD 57,000 - 68,000; Full time

Benefits offered by this job

401K

Health insurance

LinkedIn Learning

Education reimbursement

BetterUpCare

Work-life balance

Job summary

Bluebeam, a Nemetschek company, seeks a Technical Support Specialist - Tier 2 to assist customers via phone, chat and email in resolving installation, configuration and usage challenges.

The role requires owning issues end-to-end, setting up test environments, logging bugs, tracking interactions in CRM, and producing useful documentation while maintaining a professional, reliable service mindset.

Qualifications

• 2+ years of technical support experience.
• Ability to work 8am-5pm CT working hours.
• Strong troubleshooting and problem solving; uses product and OS knowledge.
• Customer service standards and positive attitude.
• Solid understanding of Windows operating systems and drivers.
• Excellent written and verbal communication.
• Experience with PDF software.
• Experience with AutoCAD, Revit, Navisworks, Tekla or SolidWorks.
• Experience in the AEC industry.
• Experience with mobile platforms and virtual environments (Citrix, VMware, Hyper-V).
• Experience in setting up software deployment tools.

Responsibilities

• Serve as a mid-level Tier 2 frontline team by answering calls, chats, and emails.
• Assists with product usage questions and escalates issues as needed.
• Owns technical issues from report to resolution; set up test environments.
• Log bugs in tracking system and track customer interactions in CRM.
• Qualify issues and gather scope/history/details for escalation.
• Create internal and customer-facing documentation.
• Demonstrate reliability and initiative; support additional projects.

Skills

2+ years technical support

Troubleshooting skills

Excellent communication

Customer service mindset

Windows knowledge

Mobile platforms experience

AEC industry experience

Ability to work 8am-5pm CT

PDF software experience

Education

A+ or Microsoft IT Certification (e.g. MTA)

Tools

AutoCAD

Revit

Navisworks

Tekla

SolidWorks

Citrix

VMware

Hyper-V

Software deployment tools

Job description

Bluebeam, a Nemetschek company, seeks a Technical Support Specialist - Tier 2 to assist customers via phone, chat and email in resolving installation, configuration and usage challenges.

The role requires owning issues end-to-end, setting up test environments, logging bugs, tracking interactions in CRM, and producing useful documentation while maintaining a professional, reliable service mindset.