Technology Consultant - Support

SYMETRI Symetri combines technology and business process consulting to help firms plan, design, build, and operate land and buildings more effectively. Our solutions support the entire project lifecycle, from planning and design to construction and operations. We help clients use technology in innovative ways to build a better world. At Symetri, you'll work with a collaborative team that values transparency, continuous learning, and the courage to drive meaningful change. This is a fully remote position. ROLE The Technology Consultant – Technical Support is responsible for resolving client technical support cases and helping users successfully apply supported software and services. This role combines responsive client service, structured troubleshooting, technical expertise, and clear case documentation to deliver timely, accurate, and consistent support experiences. Consultants are accountable for managing assigned work, communicating progress, following documented support processes, escalating appropriately, and contributing knowledge that improves support quality and client adoption. The role directly supports client success by helping users overcome technical barriers and return to productive work. Responsibilities Delivers responsive, high-quality technical support by diagnosing client issues, guiding users through resolution, maintaining accurate case records, and contributing to consistent support practices and reusable knowledge. Client Support & Technical Expertise Respond to client requests through approved support channelsDiagnose and troubleshoot software, licensing, and workflow issuesGuide clients through issue resolution using clear communicationPerform remote troubleshooting and support as neededProvide accurate guidance on supported products and servicesMaintain knowledge of supported software and industry workflows Case Management & Communication Document support activities and resolutions in the case management systemManage assigned cases in alignment with support processes and service expectationsProvide timely updates on case status and next stepsMaintain ownership of assigned cases through resolution or escalationDeliver a professional and consistent client support experience Escalation & Collaboration Escalate complex issues to the appropriate internal or external resourcesProvide complete documentation when transferring or escalating casesCollaborate with internal teams to support client successShare client feedback and recurring issues with appropriate stakeholders Knowledge & Continuous Improvement Contribute to knowledge articles, documentation, and support resourcesIdentify recurring issues and recommend process improvementsParticipate in team meetings, coaching, and knowledge-sharing activitiesMaintain and expand technical knowledge of supported solutionsSupport proactive client success and enablement initiatives as assigned Requirements Strong customer service and troubleshooting skillsStrong analytical and problem-solving abilitiesAbility to communicate technical concepts clearly and effectivelyStrong documentation, organization, and time management skillsAbility to manage multiple priorities and meet commitmentsWorking knowledge of Windows environments and common software installation, configuration, and licensing conceptsWorking knowledge of supported software platforms and workflowsAbility to work independently and collaborativelyStrong interpersonal and relationship-building skillsCommitment to continuous learning and professional developmentBachelor's degree or equivalent experienceExperience with relevant software platforms and industry workflowsPrior experience in technical support, consulting, or client-facing roles preferredExperience with Autodesk, Bluebeam, Symetri, or related technologies preferredRelevant industry certifications preferred Above all, we're looking for proactive problem solvers who care about their customers and teammates, take pride in their work, and bring a positive attitude. Benefits & Perks Generous and flexible time off (FTO), plus eight paid holidaysCompany-sponsored benefits include:Group health insurance with nominal employee contributionEmployer-paid short- and long-term disability coverageAccess to optional benefits through a cafeteria plan, including dental, vision, life insurance, wellness reimbursement program, and other supplemental benefitsEmployer match of employee HSA contributions, dollar-for-dollar up to the IRS limit401(k) with company match of up to 4% of base salaryBenefits eligibility timeline:UHC Medical coverage begins first day of employmentFTO, 401(k), and other insurance coverages after one month of employmentOur company is currently unable to sponsor work visas. Candidates must be legally authorized to work in the United States without sponsorship. Symetri is an Equal Opportunity Employer as to all protected groups, including protected veterans and individuals with disabilities. We embrace diversity and are committed to creating an inclusive environment for all employees.