Description

We are hiring a Tier 2 Technical Support Specialist, a mid‑level software support position that assists Bluebeam customers via telephone, chat, and email with technical challenges related to installing, configuring, and using our products. The role requires professional partnership with customers, timely delivery of effective resources or solutions, and regular contributions to team and customer experience improvement.

• 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
• Contribute to cross-functional projects and support company-wide technical objectives as assigned

Requirements

• Exhibit professional maturity by demonstrating initiative, reliability, and consistent execution in a technical support environment
• 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
• 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

Benefits

Come design and build your future with us. Bluebeam is an equal‑opportunity workplace committed to fairness 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 and total rewards are competitive and include bonuses, best‑in‑class benefits, and generous PTO.

• 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)

Training + Development

Interview process

Visa Sponsorship

Security clearance