Technical Support Specialist

Graitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation, Graitec has tripled its revenue in five years by accelerating the digital transformation of the AECO industry. Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As an Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability.

About The Team

The Services team partners with Sales, R&D, and Customer Success to deliver high-impact consulting and pre-sales support across AEC and MFG verticals. The team helps clients adopt BIM and cloud technologies through strategic engagements, workflow design, and solution implementation, ensuring measurable business value.

About the Role

The Technical Support Specialist delivers high-quality technical assistance to customers and internal teams across Graitec, Autodesk, and third-party solutions. This role manages support requests, resolves technical issues related to software, licensing, and installation, and ensures an excellent customer experience within a global support model.

Responsibilities

• Manage and resolve incoming technical support requests via multiple channels (ticketing system, email, phone) in line with defined SLAs
• Provide troubleshooting and resolution for software-related issues, including installation, configuration, licensing, and product usage across Graitec, Autodesk, and third-party solutions
• Take ownership of support cases end-to-end, ensuring proper prioritization, follow-up, and timely resolution
• Escalate complex or high-priority issues to specialized teams while maintaining clear communication with stakeholders
• Maintain accurate and detailed documentation of all support interactions within the case management system
• Support customers with licensing management, including activation, assignment, and coordination with network license environments
• Deliver a high level of customer service and technical expertise to ensure customer satisfaction and long-term retention
• Collaborate with Sales teams to address specific customer technical needs and support pre- and post-sales activities
• Work closely with global support teams to ensure seamless support coverage across regions and time zones
• Identify recurring issues, perform root cause analysis, and contribute to continuous improvement initiatives and knowledge base development
• Ensure data accuracy, reporting consistency, and compliance with internal processes and documentation standards

Requirements

• 2+ years of experience in a technical support, application support, or IT support role, preferably in the AEC, BIM, or engineering software domain
• Hands-on experience supporting software solutions, including installation, configuration, troubleshooting, and user support
• Solid understanding of software licensing concepts and models (network licenses, cloud subscriptions, user management)
• Experience working with support ticketing systems and case management tools
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues efficiently
• Proven ability to manage multiple priorities and cases while meeting defined SLAs and performance targets
• Customer-focused mindset with strong interpersonal skills and the ability to handle client-facing interactions professionally
• Experience working in cross-functional and international team environments
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
• Proactive, autonomous, and detail-oriented approach with a focus on quality and continuous improvement

Qualifications

• Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field (or equivalent practical experience)
• Knowledge of Autodesk products (e.g., AutoCAD, Revit, BIM 360, Autodesk Construction Cloud) or similar software is a strong advantage
• Familiarity with BIM workflows, AEC industry practices, or construction software ecosystems is a plus
• Basic understanding of IT systems, operating systems (Windows), and networking fundamentals
• Experience in a global or international support environment is considered an asset
• Fluency in English (additional languages are an advantage depending on the region)

Pay

On Target Earning pay range for this role:

• Role Targeted Variable Pay Mix: 10%
• Minimum Annual On Target Earning: $70,000
• Maximum Annual On Target Earning: $80,000

Note: Salary range indicated is for information only and targeted for a specific seniority level and location. Final salary offer may vary depending on candidate location, seniority, and competencies.