Technical Support Specialist

Team Overview The Services team partners with Sales, R&D, and Customer Success to deliver high-impact consulting and pre‑sales support across AEC and MFG verticals. Role Overview The Technical Support Specialist plays a key role in delivering high‑quality technical assistance to both customers and internal teams across Graitec, Autodesk, and third‑party solutions. This role is responsible for managing support requests, resolving technical issues related to software, licensing, installation, and ensuring an excellent customer experience. Working within a global support model, the Technical Support Specialist collaborates closely with cross‑functional teams, including Sales and international support teams, to ensure timely issue resolution, knowledge sharing, and continuous improvement of support processes. This role directly contributes to customer satisfaction, retention, and operational excellence. Key Responsibilities Manage and resolve incoming technical support requests via multiple channels (ticketing system, email, phone) in line with defined SLAs Provide troubleshooting and resolution for software‑related issues, including installation, configuration, licensing, and product usage across Graitec, Autodesk, and third‑party solutions Take ownership of support cases end‑to‑end, ensuring proper prioritization, follow‑up, and timely resolution Escalate complex or high‑priority issues to specialized teams while maintaining clear communication with stakeholders Maintain accurate and detailed documentation of all support interactions within the case management system Support customers with licensing management, including activation, assignment, and coordination with network license environments Deliver a high level of customer service and technical expertise to ensure customer satisfaction and long‑term retention Collaborate with Sales teams to address specific customer technical needs and support pre‑ and post‑sales activities Work closely with global support teams to ensure seamless support coverage across regions and time zones Identify recurring issues, perform root cause analysis, and contribute to continuous improvement initiatives and knowledge base development Ensure data accuracy, reporting consistency, and compliance with internal processes and documentation standards Requirements 2+ years of experience in a technical support, application support, or IT support role, preferably in the AEC, BIM, or engineering software domain Hands‑on experience supporting software solutions, including installation, configuration, troubleshooting, and user support Solid understanding of software licensing concepts and models (network licenses, cloud subscriptions, user management) Experience working with support ticketing systems and case management tools Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues efficiently Proven ability to manage multiple priorities and cases while meeting defined SLAs and performance targets Customer‑focused mindset with strong interpersonal skills and the ability to handle client‑facing interactions professionally Experience working in cross‑functional and international team environments Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non‑technical users Proactive, autonomous, and detail‑oriented approach with a focus on quality and continuous improvement Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field (or equivalent practical experience) Knowledge of Autodesk products (e.g., AutoCAD, Revit, BIM 360, Autodesk Construction Cloud) or similar software is a strong advantage Familiarity with BIM workflows, AEC industry practices, or construction software ecosystems is a plus Basic understanding of IT systems, operating systems (Windows), and networking fundamentals Experience in a global or international support environment is considered an asset Strong organizational and time management skills with the ability to work in a fast‑paced environment High attention to detail and commitment to maintaining accurate system and case data Ability to work both independently and collaboratively within a team setting Customer‑oriented mindset with a proactive and solution‑driven attitude Fluency in English (additional languages are an advantage depending on the region) Pay Range Role Targeted Variable Pay Mix: 10% Minimum Annual On Target Earning: $70,000 Maximum Annual On Target Earning: $80,000 Note: Salary range indicated in this add is for information only & targeted for a specific seniority level and targeted location. Final salary offer might vary depending on final candidate location, seniority, competencies. EEO Statement Graitec is an equal opportunity employer. We value our employees for who they are and the contributions they bring, encouraging everyone to be authentic at work. Graitec uses AI to support internal processes, but all hiring decisions are made by Talent Acquisition and hiring managers. As a signatory of United Nations Women’s Empowerment Principles, Graitec is committed to equal opportunity and pay transparency. #J-18808-Ljbffr GRAITEC GmbH