Customer Support Specialist (BIM/CAD)

Location: Remote; applications accepted only from candidates based in the United Kingdom, Germany, or France

Company

hirify.global provides a shared 2D/3D collaboration environment for architects, engineers, contractors, and owners working on complex construction and infrastructure projects.

What you will do

• Provide Level 1 and Level 2 technical support to customers and Customer Success teams.
• Diagnose and resolve software-related issues involving hirify.global, CAD integrations, and BIM workflows.
• Analyze application logs, reproduce reported issues, and investigate root causes.
• Escalate complex cases and create structured JIRA tasks for Development.
• Collaborate with Development, QA, and Customer Success teams to coordinate resolutions.
• Create and improve knowledge-base articles, troubleshooting guides, FAQs, and other support documentation.

Requirements

• At least 2 years of experience in technical support, customer support, or a similar customer-facing technical role.
• Familiarity with BIM technologies and CAD applications, including Autodesk Revit, Navisworks, or similar tools.
• Strong written and spoken English is required.
• Advanced user-level knowledge of Windows 10 and Windows 11.
• Strong technical aptitude, analytical thinking, structured problem-solving, and customer communication skills.
• Ability to adapt to changing priorities and continuously develop technical knowledge.

Nice to have

• Experience with Zendesk, JIRA, or similar support and issue-tracking systems.
• Knowledge of architecture, engineering, and construction industry workflows.
• Experience creating or maintaining knowledge bases and technical documentation.
• Knowledge of French, German, or Russian.

Culture & Benefits

• Flexible, employee-focused culture.
• Innovative and collaborative international environment.
• Company-wide trips, including trips to Armenia and Switzerland.
• Working conditions designed to support effective performance.