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Technical Support Specialist - Tier 2

Bluebeam Pasadena, CA

Pasadena, CA

Today

$57k - $68k/yr Full time Application Support Cad/bim Customer Support

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Job Description

The Technical Support Specialist - Tier 2 role is a mid-level software support position supporting Bluebeam customers by telephone, chat, and email. This position focuses on diagnosing technical challenges related to installing, configuring, and using Bluebeam products, owning issues through resolution, verifying in test environments, and escalating when necessary.

Location and Schedule

Location: Pasadena, CA (hybrid)
Working schedule: Hybrid with 3 days in office
Working hours: 8am-5pm PT

Compensation

Base pay range: USD 56,900 - 68,100 per year
Additional pay: + Annual bonus

Key Responsibilities

Answer customer requests as a Tier 2 frontline team member via telephone, chat, and email with minimal assistance
Support product usage questions and escalate issues as needed
Own technical issues from initial report through final resolution, including setting up test environments to verify reported software bugs and logging findings into a bug tracking database
Track customer interactions and contact details in a CRM
Qualify issues by collecting information on scope, history, and details required for escalation
Create support documentation for internal use and for customers
Demonstrate professional maturity, take initiative, and maintain consistent reliability
Assist with additional support-related projects aligned with Bluebeam philosophies and goals

Required Experience and Skills

Experience: 2+ years of technical support experience
Schedule requirement: Ability to work 8am-5pm ET on a hybrid schedule (3 days in office)
Troubleshooting: Strong problem-solving skills, including understanding the issue, identifying knowns and unknowns, and applying product and environmental knowledge (including Windows Operating System) to ask qualifying questions and determine next steps toward resolution
Customer service: Ability to maintain exceptional customer service standards and work collaboratively with a positive, helpful attitude
Windows knowledge: Solid understanding of Microsoft Windows, including installing and uninstalling programs and drivers
Attitude: Positive, proactive approach with follow-through to help customers get answers
Communication: Excellent written and verbal communication skills

Technical Tools and Platforms

Microsoft Windows operating systems
AutoCAD, Revit, Navisworks, Tekla, SolidWorks
Citrix, VMware, Hyper-V

Preferred Extras

A+ certification or Microsoft IT Certification (e.g., MTA)
Experience with PDF software
Experience with architectural or structural programs (AutoCAD, Revit, Navisworks, Tekla, SolidWorks)
Experience working in the AEC (Architectural, Engineering, and Construction) industry
Experience working with mobile platforms
Experience with virtual environments (Citrix, VMware, Hyper-V)
Experience setting up and utilizing software deployment tools

Benefits

Competitive compensation and benefits package
Fully vested 401K from the day you start
Generous PTO, including sick/mental health & volunteer days
Free and unlimited access to BetterUp Care, a well-being platform
Work-life balance supported through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
Opportunity for continuous professional development
Free and unlimited access to LinkedIn Learning
Up to $5K annual education reimbursement after 1 year of tenure
100% employee-covered health and welfare benefits and paid time off

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