Technical Support Specialist - Tier 2 (AEC)

TL;DR

Technical Support Specialist - Tier 2 (AEC): Providing mid-level technical assistance to customers regarding software installation and configuration with an accent on troubleshooting Windows environments and bug qualification. Focus on resolving complex technical challenges, managing customer interactions in CRM, and creating internal support documentation.

Location: Must be based in the US

Salary: $56,900 - $68,100 + Annual bonus

Company

hirify.global creates smart software solutions that make construction sites more efficient, connected, and safe for design and construction professionals.

What you will do

• Provide Tier 2 technical support via telephone, chat, and email to resolve product installation and configuration challenges.
• Take ownership of technical issues from initial report to final resolution.
• Set up test environments to verify reported software bugs and log them into the tracking database.
• Track customer interactions and contact data using CRM.
• Develop internal and customer-facing support documentation to improve the user experience.

Requirements

• 2+ years of technical support experience.
• Strong troubleshooting and problem-solving skills within the Windows Operating System.
• Ability to identify unknowns and ask qualifying questions to achieve technical resolution.
• Excellent written and verbal communication skills.
• Must be based in the US.

Nice to have

• A+ or Microsoft IT Certification (e.g., MTA).
• Experience with PDF software or AEC programs such as AutoCAD, Revit, Navisworks, Tekla, or SolidWorks.
• Experience working within the Architectural, Engineering, and Construction (AEC) industry.
• Knowledge of mobile platforms or virtual environments (Citrix, VMware, Hyper-V).
• Experience with software deployment tools.

Culture & Benefits

• 100% paid medical premiums for employees and 80% for dependents.
• Fully vested 401K from the first day of employment.
• Generous PTO, including dedicated sick, mental health, and volunteer days.
• Free and unlimited access to BetterUp Care and LinkedIn Learning.
• Up to $5K annual education reimbursement after one year of tenure.