Tier 2 Technical Support Engineer - Hybrid (Dallas)

Bluebeam, Inc.; Texas; Hybrid; USD 57,000 - 68,000; Full time

Benefits offered by this job

Generous PTO

401K

Education reimbursement (up to $5K)

Job summary

Bluebeam, Inc. is seeking a mid-level Technical Support Specialist - Tier 2 to help customers with installation, configuration, and usage of our software.

You will handle calls, chats, and emails, provide troubleshooting, and log issues in our bug-tracking system. You will work a hybrid schedule (3 days in office in Dallas, TX) from 8am to 5pm ET, collaborating with a professional team to improve customer experience and product support.

Qualifications

• 2+ years of technical support experience.
• Ability to work 8am–5pm ET on a hybrid schedule (3 days in office).
• Strong troubleshooting and problem‑solving skills.
• Customer service mindset with a positive attitude.
• Solid understanding of Microsoft Windows operating systems and drivers.
• Excellent written and verbal communication skills.

Responsibilities

• 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.
• Assist 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

Skills

Technical support

Troubleshooting

Customer service

Windows OS

Communication skills

Tools

CRM

Bug tracking system

PDF software

Citrix

VMware

Job description

Bluebeam, Inc. is seeking a mid-level Technical Support Specialist - Tier 2 to help customers with installation, configuration, and usage of our software.

You will handle calls, chats, and emails, provide troubleshooting, and log issues in our bug-tracking system. You will work a hybrid schedule (3 days in office in Dallas, TX) from 8am to 5pm ET, collaborating with a professional team to improve customer experience and product support.