Technical Support Specialist

About Graitec Group 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 and an entrepreneurial spirit, we’ve tripled our revenue in just five years. Our North Star is clear — accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers. Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability across the industry. At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together. How we work: Growth, Agility, Innovation, Responsibility How we behave: Ambition, Engagement, One Graitec, Positive Energy Learn more about the Graitec Group: graitec-group.com/graitec-a-global-player About The Team Hiring 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 Graitec’s offerings deliver measurable business value. Overview Role Description The Technical Support Specialist plays a key role in delivering high-quality technical assistance to both customers and internal teams across Graitec, Autodesk, and third-party solutions. This role is responsible for managing support requests, resolving technical issues related to software, licensing, and installation, and ensuring an excellent customer experience. Working within a global support model, the Technical Support Specialist collaborates closely with cross-functional teams, including Sales and international support teams, to ensure timely issue resolution, knowledge sharing, and continuous improvement of support processes. This role directly contributes to customer satisfaction, retention, and operational excellence. Key Responsibilities Manage and resolve incoming technical support requests via multiple channels (ticketing system, email, phone) in line with defined SLAsProvide troubleshooting and resolution for software-related issues, including installation, configuration, licensing, and product usage across Graitec, Autodesk, and third-party solutionsTake ownership of support cases end-to-end, ensuring proper prioritization, follow-up, and timely resolutionEscalate complex or high-priority issues to specialized teams while maintaining clear communication with stakeholdersMaintain accurate and detailed documentation of all support interactions within the case management systemSupport customers with licensing management, including activation, assignment, and coordination with network license environmentsDeliver a high level of customer service and technical expertise to ensure customer satisfaction and long-term retentionCollaborate with Sales teams to address specific customer technical needs and support pre- and post-sales activitiesWork closely with global support teams to ensure seamless support coverage across regions and time zonesIdentify recurring issues, perform root cause analysis, and contribute to continuous improvement initiatives and knowledge base developmentEnsure data accuracy, reporting consistency, and compliance with internal processes and documentation standards Responsibilities 2+ years of experience in a technical support, application support, or IT support role, preferably in the AEC, BIM, or engineering software domainHands-on experience supporting software solutions, including installation, configuration, troubleshooting, and user supportSolid understanding of software licensing concepts and models (network licenses, cloud subscriptions, user management)Experience working with support ticketing systems and case management toolsStrong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues efficientlyProven ability to manage multiple priorities and cases while meeting defined SLAs and performance targetsCustomer-focused mindset with strong interpersonal skills and the ability to handle client-facing interactions professionallyExperience working in cross-functional and international team environmentsStrong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical usersProactive, 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 advantageFamiliarity with BIM workflows, AEC industry practices, or construction software ecosystems is a plusBasic understanding of IT systems, operating systems (Windows), and networking fundamentalsExperience in a global or international support environment is considered an assetStrong organizational and time management skills with the ability to work in a fast-paced environmentHigh attention to detail and commitment to maintaining accurate system and case dataAbility to work both independently and collaboratively within a team settingCustomer-oriented mindset with a proactive and solution-driven attitudeFluency in English (additional languages are an advantage depending on the region) Interview Process At Graitec, we’re proud to foster a diverse and inclusive workplace. We value our employees for who they are and the contributions they bring, encouraging everyone to be their authentic selves at work. This diversity helps us better serve the wide range of customers and markets we operate in. We welcome applications from all backgrounds and assess candidates solely on their skills and ability to succeed in the role. Graitec uses AI to support and streamline internal processes; however, all application reviews, screening, and hiring decisions are made solely by our Talent Acquisition team and hiring managers. HR Screening – An initial “get to know you” discussion.Hiring Manager Interview – A role-specific discussion with the hiring manager.Technical Assessment Interview – May include a presentation or a collaborative exercise.Final Interview Additional Information As a signatory of United Nations Women’s Empowerment Principles, Graitec is committed to equal opportunity and pay transparency. 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 in this add is for information only & targeted for a specific seniority level and targeted location. Final salary offer might vary depending on final candidate location, seniority, competencies...