Enterprise Support Specialist

Posted May 27

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected, and safe and improve the lives of design and construction professionals everywhere.

Bluebeam has an incredible technical services team and awesome customers who love working with us and using products and services!

If you are an experienced technical support professional who loves solving problems and teaching people new things, we'd love to train you to be a part of our high-performing Enterprise Support team as an Enterprise Support Specialist. This is a fun, fast-paced and challenging environment with opportunities for growth and development.

Expectations of an Enterprise Support Specialist

On the Enterprise Support Team, you’ll be on the front lines assisting our enterprise customers with Bluebeam products, both in how to use the software as well as troubleshooting technical issues. We are not a call center! We want our customers to recognize that another intelligent person is on the other end of the phone or email working to understand their workflow and helping them utilize our tools to do what they do better and more efficiently.

Serve as front line contact for our enterprise customers by answering emails, phone calls, and remote sessions
Participate in our Follow the Sun Support Model with our Global Support teams
Responsible for handling all assigned case work within the designated case priority time frame
Triage assigned and reopened emails continuously throughout the day to ensure SLAs and high priority issues are being appropriately handled
Take ownership of an issue and drive it to resolution
Deep dive into complex technical issues as an SME (Subject Matter Expert)
Tackle and lead challenging customer conversations
Be a team player that actively participates in group discussions and offers good and consistent advice
Willing to create and deliver training for internal teams and possibly present at XCON, our annual customer conference
Expected to be an example for our front line technical support teams in communications, dedication, and ownership of issues and projects
Willing to help train and mentor our front line technical support team
Seek immediate assistance from a Sr. Enterprise Specialist, Lead, or Manager on any issue that is not readily understood, quickly resolvable, or requires escalation
Participate in pilots, extra duties, on-site customer visits, and workflow discussions
Keep yourself up to speed on new technologies, actively participate in continuing education through LinkedIn Learning and PluralSight
Participate in creating and updating internal and external documentation and resources
Be on a rotational on-call schedule for customer support via PagerDuty after hours, weekends, and holidays to manage Customer SLAs
When working with Enterprise customers:
Schedule, Conduct, and Lead customer meetings or internal meetings with Account Managers, Customer Success Managers, Product Managers, Engineering, etc.
Communicate clearly and concisely to achieve desired results
Set appropriate expectations during meetings ensuring all stakeholders are clear on next steps
Project manage customer expectations, meetings, communication, and follow up until desired results are achieved
Maintain a good working relationship with all internal departments
Actively work with Account Managers/Customer Success Managers to gather scope, impact, and customer requirements and communicate those to Product, Engineering, or other teams
Utilize Outlook, Slack, and Confluence to communicate to internal stakeholders
Be thorough and explicit in communications with customers
Set appropriate, enterprise level expectations with customers
Be able to work cross departmentally to gather information to resolve a case
Use Project Management style skills to keep track of customer related issues
Can be assigned as POC for specific customers to manage their list of inquiries and issues
Seek assistance from a Sr. Enterprise Specialist, Lead or Manager if unsure about internal or external communications or expectations

Desired Qualifications and Experience

4-6 years of technical support
Windows Server administration and troubleshooting
SQL and SQL server tools
Networking concepts/troubleshooting. Able to competently utilize network monitoring tools, firewalls, and network security tools
Windows application installation, deployment, and MSI troubleshooting
Windows Event Viewer and log file analysis
Active Directory, IIS Web Servers, Windows Registry, SMTP servers
Building, testing, and maintaining server environments
Diagnose root cause of customer issues and provide IT departments with resolutions + best practices to address the issue. This may be related to the customers server, network, security, or other environmental configurations.
Digital Signatures and Windows Certificates
Document Management Systems (SharePoint, ProjectWise)
Virtual Environment (Citrix, Hypervisor)
SAAS and Subscription Licensing Models

Team and Customer Expectations (These are the skills that differentiate Enterprise Support. Being on the Enterprise team is a commitment and we need to be able to depend on each other)

Expected to be logged on remotely and ready to work at 8AM sharp
Working with Enterprise clients is more than just technical support, it's a journey and a partnership. The Enterprise Support team needs to build relationships with Enterprise clients and their Account Managers and Customer Success Managers.
Willing to work extra hours when needed to get the job done
As salary, we get paid to get a job done as opposed to do a job

If you think we just described you, and you’re interested in joining our team, please provide the following:

Your resume
Your Cover Letter

Please share with us why you’d be a great fit this position. We’d love to hear about a time when you solved an intriguing technical problem for someone other than yourself. Briefly describe the situation, your problem-solving approach, and the final resolution. Impeccable writing skills are essential to all we do, and we weigh cover letters heavily. We love a cover letter that shows us your personality, but don’t stress if you’re not a comedian. Just be yourself. We’re mostly interested in learning who you are, what you love to do, and why you’d love to do it here with us.

About Bluebeam

The construction industry is adopting new technology at a feverish pace. Tablets and cell phones are replacing paper blueprints, drones are surveying jobsites in 3D, and cloud collaboration is changing the way teams work together. Bluebeam plays a crucial role in this transformation. The key to our success is a customer-focused approach to product development: we work with the industry to create solutions for the industry. Today, over 2 million people throughout the world use Bluebeam. In the US, we’re a critical partner for the majority of top AEC firms, and rapidly expanding our presence globally, with offices in Sweden, Germany and the UK.

Come design and build your future with us!

Bluebeam is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Base pay offered will depend upon qualifications and other operational considerations. Base pay is one part of Bluebeam’s Total Rewards program, which seeks to compensate and recognize employees for their work. Most sales positions are eligible for commission under the terms of an applicable commission plan, while most non-sales position are eligible for a bonus under the terms of an applicable bonus plan. Additionally, Bluebeam provides best in class benefits, with 100% employee covered health and welfare benefits and paid time off. Bluebeam is a growing company with many opportunities. If this role and/or pay range is not an exact fit, we still encourage you to apply.

The base pay range for this position is $63,100 - $78,700