Tech Support Specialist - Tier 2

The Tech Support Specialist - Tier 2 role is a mid-level software support position supporting Bluebeam customers with technical issues related to installing, configuring, and using Bluebeam products. You will handle incoming requests by phone, chat, and email, guide troubleshooting to resolution, and support both customer and internal documentation.

Location and Work Schedule

• Location: Dallas, TX (hybrid)
• In-office: 3 days per week
• Working hours: 8am–5pm ET

Compensation

• Base pay range: USD 56,900 - 68,100 per year
• Annual bonus: included with base pay range

Key Responsibilities

• Act as a mid-level member of the Tier 2 frontline team, answering customer calls, chat inquiries, and emails with minimal assistance
• Support product usage questions and escalate issues when needed
• Own technical issues from initial report through final resolution, including setting up test environments to verify reported software bugs and recording them in the bug tracking database
• Track customer interactions and contact data in the CRM
• Qualify issues by gathering scope, history, and relevant details to support escalation
• Create support documentation for internal use and for customers
• Demonstrate professional maturity, take initiative, and maintain consistent reliability
• Assist with additional miscellaneous projects aligned with Bluebeam philosophies and goals

Required Qualifications

• Experience: 2+ years of technical support experience
• Schedule fit: 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 (for example, Windows Operating System) to ask qualifying questions and determine next steps toward resolution
• Customer service: Commitment to high customer service standards for both clients and coworkers, with a helpful and positive attitude
• Windows knowledge: Solid understanding of Microsoft Windows operating systems, including installing and uninstalling programs and drivers
• Work style: Positive and proactive approach to ensuring customers receive answers
• Communication: Excellent written and verbal communication skills

Technologies and Tools

• Microsoft Windows Operating System (Windows operating systems)
• CRM
• Bug tracking database
• Citrix
• VMware
• Hyper-V
• AutoCAD
• Revit
• Navisworks
• Tekla
• SolidWorks
• PDF software
• Mobile platforms
• Software deployment tools

Preferred Extras

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

Benefits

• People-focused, entrepreneurial culture supported by a stable, global corporate entity (Nemetschek)
• Competitive compensation and benefits package
• 401(k): Fully vested right from the day you start
• PTO: Generous PTO, including sick/mental health & volunteer days
• Well-being platform: Free & unlimited access to BetterUp Care
• Work-life balance: Supported through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
• Opportunity for continuous professional development
• Free & unlimited access to LinkedIn Learning
• Education reimbursement: Up to $5K annually after 1 year of tenure