Technical Support Representative (SketchUp)

Location: Lake Oswego, Oregon, United States; hybrid work with occasional in-office meetings

Salary: $19.62–$24.52 per hour

Company

hirify.global develops technology products including SketchUp, a 3D modeling and design tool used by architects, engineers, contractors, artists, and other creative professionals.

What you will do

• Provide friendly, empathetic technical support through email, phone, chat, and support queues.
• Resolve account, subscription, billing, invoicing, authorization, entitlement, download, and installation issues.
• Troubleshoot SketchUp extensions, crashes, bugs, and other technical problems.
• Respond to approximately 25 email and 10 phone requests per day while meeting team SLAs.
• Manage personal queues and backlogs, document customer interactions, and maintain detailed case notes.
• Use knowledge-base resources, follow incident protocols, and qualify cases for escalation.

Requirements

• Bachelor’s degree or equivalent experience in a customer solutions environment.
• At least two years of experience supporting customers through chat, email, and phone.
• Technical proficiency with computer systems, software, and Google Suite.
• Strong communication, active listening, empathy, patience, prioritization, and documentation skills.
• Ability to troubleshoot technical issues and remain professional in high-pressure situations.
• Comfort working in a remote environment and attending occasional in-office meetings.

Nice to have

• Knowledge of 3D modeling, 3D graphics processing, or energy performance.
• Background in engineering, architecture, design, or user experience.
• Experience with customer support centers, ticketing systems, remote support tools, or multiple operating systems.

Culture & Benefits

• Medical, dental, vision, life, and disability benefits.
• Paid time off and retirement plans.
• Paid parental leave, tax savings plans, and an employee stock purchase plan.
• Inclusive workplace guided by the values Belong, Innovate, and Grow.