Tech Support Specialist - Tier 2 (AEC)

TL;DR

Tech Support Specialist - Tier 2 (Software/AEC): Providing mid-level technical assistance to customers installing and configuring smart construction software with an accent on troubleshooting complex software bugs and optimizing user experience. Focus on verifying reported bugs in test environments, creating internal documentation, and managing customer interactions via CRM.

Location: Must be based in the 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

• Provide Tier 2 technical support via phone, chat, and email to resolve customer installation and configuration challenges.
• Take ownership of technical issues from report to final resolution, including setting up test environments to verify bugs.
• Log verified software bugs into the bug tracking database and qualify issues for escalation.
• Maintain accurate customer interaction and contact data within the CRM.
• Develop internal and customer-facing support documentation to improve the general team and customer experience.

Requirements

• Must be based in the US and able to work 8am-5pm CT.
• 2+ years of professional technical support experience.
• Strong troubleshooting skills with a solid understanding of Microsoft Windows operating systems.
• Proficiency in installing and uninstalling software programs and drivers.
• Excellent written and verbal communication skills.

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

Culture & Benefits

• Fully vested 401K starting from the first day of employment.
• Competitive compensation and comprehensive health and welfare benefits.
• Generous PTO, including dedicated sick, mental health, and volunteer days.
• Free and unlimited access to BetterUp Care and LinkedIn Learning.
• Annual education reimbursement of up to $5K after one year of tenure.
• People-focused, entrepreneurial culture emphasizing diversity, inclusion, and work-life balance.