Technical Support Specialist - Tier 2 (AEC)

TL;DR

Technical Support Specialist - Tier 2 (AEC): Providing mid-level software support for construction professionals with an accent on troubleshooting product installation, configuration, and usage. Focus on identifying software bugs, managing customer interactions via CRM, and creating technical documentation to improve user experience.

Location: Remote (US). Working hours: 8am-5pm CT

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

• Handle Tier 2 technical support requests via phone, chat, and email.
• Troubleshoot and resolve product installation and configuration challenges.
• Verify reported software bugs by setting up test environments and logging them in the tracking database.
• Track customer interactions and contact data within the CRM.
• Develop support documentation for internal use and customers.
• Contribute to miscellaneous projects to support overall company goals.

Requirements

• Must be based in the US and able to work 8am-5pm CT.
• 2+ years of technical support experience.
• Strong troubleshooting skills and proficiency with Microsoft Windows operating systems.
• Excellent written and verbal communication skills.
• Positive, proactive nature with a commitment to high customer service standards.

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 with mobile platforms or virtual environments (Citrix, VMware, Hyper-V).
• Knowledge of software deployment tools.

Culture & Benefits

• People-focused, entrepreneurial culture backed by global entity Nemetschek.
• Competitive compensation with a fully vested 401K from the first day.
• Generous PTO, including 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.