Enterprise Support Specialist

TL;DR

Enterprise Support Specialist: Assist enterprise customers via phone and email with technical challenges in installing, configuring, and using hirify.global products with an accent on advanced troubleshooting, escalations, and project management. Focus on owning issues from initial report to resolution, setting up test environments for bug verification, and communicating feedback between customers and engineering.

Location: US (remote)

Salary: $64,900 - $81,000 + 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

• Serve as mid-level enterprise support by answering calls and emails from enterprise customers
• Take ownership of technical issues from initial report to final resolution
• Project manage complex customer conversations, technical issues, and roadblocks to product adoption
• Set up test environments to verify bugs, gather details, and log into bug tracking database
• Create internal and customer-facing support documentation
• Communicate feedback between customers and Engineering for troubleshooting
• Participate in on-call rotation for Global SLAs and assist with interdepartmental projects

Requirements

• 3-5 years of technical support experience
• Advanced troubleshooting skills with Windows OS, SaaS platforms, SSO/SCIM, cloud services, web browsers, and mobile applications
• Excellent customer service, written, and verbal communication skills
• Project management skills to triage and prioritize support cases
• Lead technical meetings with customers, including executives, partnering with Account Managers
• Solid understanding of Microsoft Windows for installing/uninstalling programs and drivers
• Experience with Microsoft Entra ID (Azure AD), OKTA, OIDC

Nice to have

• A+ or Microsoft IT Certification
• Experience with PDF software
• Experience with AEC programs like AutoCAD, Revit, Navisworks, SolidWorks, Procore
• Experience in AEC industry
• Experience with mobile platforms, virtual environments (Citrix, VMware), software deployment tools, SharePoint, ProjectWise

Culture & Benefits

• People-focused, entrepreneurial culture backed by global corporate entity Nemetschek
• Competitive compensation with 100% paid medical premiums for employees (80% for dependents)
• Fully vested 401K from day one, generous PTO including sick/mental health and volunteer days
• Free unlimited access to BetterUp Care well-being platform and LinkedIn Learning
• Up to $5K annual education reimbursement after 1 year
• Work-life balance with diversity, inclusion, and flexibility for individual needs