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.
We’re hiring a Tier 2 Technical Support Specialist, a mid-level software support position, who 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:
- 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
- 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. If this role and/or pay range is not an exact fit, we still encourage you to apply.
Salary Range: $56,900 - $68,100 + annual bonus percentage
