Technical Support Rep I

Job TitleResponsible for providing technical assistance to customers and internal users in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite.This position is posted as remote; however, candidates who are located within commuting distance of our Corporate Headquarters in Chesterfield, MO will be expected to work a hybrid schedule, with three days per week in the office. For candidates located outside the commuting area, the position may be fully remote.ResponsibilitiesReceive incoming customer issues in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite and help the customer resolve those issues by; researching previous customer issues within call tracking system; developing a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue; contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, SQA, and Developers.Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with use in SalesforceResearch open, unsolved, and complex customer issuesDevelop a training curriculum, assemble training materials, construct, and maintain a set of data for training and hold training classesTravel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employeesAs needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolveWhen needed works directly with Product Management and Software Development as part of a decision-making team to ensure proper correction of defects and implementation of enhancements into the softwareQualificationsBachelors Building and Construction Technology OR Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis1-2 Years of experience in troubleshooting, call center support, information technology, truss design, carpentry or framing requiredAble to perform mathematical skills such as calculating proportions, percentages, area, circumference, and volume and able to apply concepts of basic geometryAbility to read and understand prints and schematicsAble to use Microsoft Office ApplicationsAdditional Requirements5% Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employeesPhysical DemandsThis role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role.Pay RangeIn compliance with the Equal Pay For Equal Work Act, the pay range for this position is estimated at $63,000 to $73,000/year. Base pay offered may vary based on job-related knowledge, skills and experience. Please visit to learn more about MiTek's benefit opportunities.MiTek PerksGenerous time off including Paid Time Off, 13 annual holidays, and volunteer time offDay One Medical/Rx, Dental and Vision PlansFamily friendly benefits including Paid Caregiver Leave, Paid Parental Leave and Adoption ReimbursementPerformance/Incentive bonusesCareer advancement, training opportunities, Employee Resource Groups, and tuition reimbursementRetirement programs including Matching 401(k) Contributions and Profit SharingEmployer paid Short-Term Disability, Long-Term Disability and Life InsurancemyFlexPay partner – allows you to track, manage and access your pay anytimeMiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.MiTek is an E-Verify and Drug and Tobacco-Free Workplace.We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.For accommodation to assist with completing this application, please contact Human Resources at View phone number on click.appcast.io.