Technical Support Specialist - Tier 2

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