Technical Support Representative – L2

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a senior escalation point on the Service Desk for intricate technical issues raised by L1 agents and the Fin AI support agent.

• Take ownership of complex issues from start to finish and ensure they are resolved.

• Diagnose advanced problems within the Stratus and Autodesk ecosystem, including Revit add-ins, BIM 360/Autodesk Construction Cloud, and Navisworks.

• Address publish/import failures, access and permission errors, as well as platform configuration issues.

• Utilize AI tools to troubleshoot error messages, explore knowledge bases and ticket histories, identify engineering tickets, draft responses for customers, and analyze support data.

• Develop lightweight tools, scripts, and automations to enhance troubleshooting and routine support tasks.

• Evaluate Fin's performance, manage escalations, and bridge knowledge gaps.

• Create and maintain knowledge base articles and internal troubleshooting playbooks.

• Escalate product defects to engineering with documented reproduction steps and track them until resolution.

• Recognize recurring issues and provide customer insights to product and engineering teams.

• Mentor and assist L1 agents by reviewing their work and sharing effective techniques.

• Contribute to support metrics such as resolution time, quality, deflection, and adherence to SLAs.

• Work collaboratively with support team members, developers, and product managers to address user challenges and initiate upstream fixes.

⛳️ Requirements

• Over 3 years of experience in a technical support role, preferably in SaaS or Construction Tech, including experience with escalated or Tier 2 issues.

• Proven experience with AI tools in a professional environment, with sound judgment regarding their strengths, limitations, and suitable applications.

• Technical skills to create lightweight tools, scripts, or automations with AI assistance, such as Python, low-code platforms, or AI application builders.

• Strong problem-solving abilities and a customer-focused approach.

• Capability to independently identify complex, ambiguous technical issues.

• Skill in translating complex technical problems into clear, actionable solutions and documentation.

• Solid understanding of construction workflows, especially in modeling and fabrication.

• Proficiency in Autodesk Revit and BIM 360/Autodesk Construction Cloud is essential.

• Knowledge of Navisworks is an advantage.

• Detail-oriented with exceptional organizational skills for managing and prioritizing a Service Desk queue.

• Excellent written and verbal communication skills along with a collaborative mindset.

• Ability to excel in a remote-first, fast-paced environment.

• Familiarity with MEP-specific workflows in the AEC industry is a plus.

• Experience with Service Desk/ticketing tools like Jira Service Management, Zendesk, or Freshdesk is beneficial.

• Experience with knowledge base platforms such as Confluence is advantageous.

• Experience in creating user guides, FAQs, or troubleshooting playbooks is a plus.

• Experience working with or enhancing AI support agents, such as Intercom Fin, is advantageous.

• Knowledge of BIM coordination or construction project management is a plus.

• Comfort with light data analysis, including ticket exports and support metrics, is a plus.

• Must be eligible to work in the U.S.; eligibility will be verified post-hire through E-Verify.

🏝️ Benefits

• Comprehensive and competitive health benefits package.

• Matching 401(k) contributions.

• 20 days of annual paid time off (PTO).

• Primarily remote work opportunities.

• Occasional annual team gatherings.