TECHNICAL SUPPORT SPECIALIST

About the Role

We are looking for a Technical Support Specialist to join our Customer Success team. In this role, you will be helping customers solve technical challenges, troubleshoot issues, and get the most out of our structural software solutions.

Responsibilities

• Provide technical support to customers via phone, email, and remote sessions
• Troubleshoot and resolve software issues related to 3D modeling, connection design, and fabrication workflows
• Document customer issues and solutions in our support tracking system
• Collaborate with development and quality assurance teams to escalate and resolve complex product issues
• Assist in creating and maintaining knowledge base articles, tutorials, and other customer-facing documentation
• Participate in product testing and provide feedback to improve software quality and usability
• Stay current with industry trends and product updates to provide accurate and timely support

Requirements

• Experience in a technical support or customer-facing technical role
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to explain technical concepts to users with varying levels of expertise
• Experience with structural steel detailing, fabrication, or construction workflows
• Working knowledge of 3D modeling software (SDS2, Tekla, or similar)
• Familiarity with Windows operating systems and remote support tools
• Ability to work independently in a remote environment

Qualifications

• Associate's or Bachelor's degree in Engineering, Architecture, Construction Management, or a related field, or equivalent work experience
• Experience with SDS2 software is strongly preferred
• Knowledge of steel connection design and detailing standards
• Familiarity with AISC standards and fabrication processes

Skills

• Strong analytical and critical thinking abilities
• Customer-focused mindset with a passion for helping others succeed
• Ability to manage multiple priorities and work under pressure
• Detail-oriented with strong organizational skills
• Team player who collaborates effectively across departments