Senior Technical Support Engineer

Senior Technical Support Engineer - Tier 2About Graphisoft

Graphisoft empowers teams to design great buildings through award-winning software solutions, learning programs, and professional services for the AEC industry. Our award-winning products and solutions support OPEN BIM for workflow transparency, longevity, and data accessibility for built assets. Archicad , the architects' BIM software of choice, offers a complete end-to-end design and documentation workflow for architectural and integrated architectural and engineering practices of any size.BIMx, the most popular mobile and web BIM app, extends the BIM experience to include all stakeholders in the building design, delivery, and operations lifecycle.BIMcloud, the AEC industry's first and most advanced cloud-based team collaboration solution, makes real-time collaboration possible across the globe regardless of the size of the project and the speed or quality of the team members' network connection. DDScad solutions support users with intelligent Mechanical, Electrical, and Plumbing (MEP) design tools, integrated calculations, and comprehensive documentation of all building system disciplines. Graphisoft is part of the Nemetschek Group. To learn more, visit www.graphisoft.com

By joining our team as a Senior Technical Support Engineer, you will have the opportunity to:

• Work with cutting-edge technology that transforms industries.
• Be part of an inspiring and supportive team that values collaboration and growth.
• Make a real difference by helping customers overcome challenges and achieve their goals.

If you are looking for a career where you can grow, contribute meaningfully, and be part of something bigger, this is the role for you

About the Role

As a Senior Technical Support Engineer - Tier 2, you will be the go-to expert for resolving advanced technical issues that Tier 1 support cannot address. You will interact directly with our customers and developers, ensuring timely solutions to complex problems while mentoring junior team members. This role is ideal for someone who thrives on tackling intricate challenges, collaborating across teams, and driving exceptional customer satisfaction.

What you will doLead and Innovate

• Spearhead technical support projects aimed at enhancing customer success.
• Collaborate with cross-functional teams to implement creative solutions to customer challenges.
• Act as a thought leader within the support team, driving process improvements and knowledge-sharing initiatives.

Customer Focus

• Deliver expert-level support to customers via multiple channels, showcasing your deep understanding of Graphisoft products.
• Own escalated tickets from Tier 1 support, ensuring thorough investigation and resolution.
• Communicate clearly and empathetically with customers, keeping them informed every step of the way.

Mentorship and Knowledge Sharing

• Guide and mentor junior Technical Support Engineers, fostering a culture of growth and collaboration.
• Participate in onboarding new team members, sharing best practices and technical insights.

Technical Expertise

• Conduct in-depth research and troubleshooting for complex technical issues.
• Collaborate closely with software developers to identify root causes and implement long-term solutions.
• Document best practices and solutions in support articles to enhance team efficiency.

Community Engagement

• Represent Graphisoft on online forums and social media platforms by addressing technical questions and moderating discussions.
• Contribute actively to building a robust community knowledge base.

What we are looking for

We are seeking someone who is passionate about technology, thrives on solving problems, and loves helping others succeed. Here is what makes you a great fit:

Your Skills & Experience

• Strong technical expertise and experience with Graphisoft products (Archicad, BIMx, BIMcloud, or DDScad).
• Professional proficiency in English (written and verbal).
• A BSc degree in architecture, engineering, computer science, or a related field.
• Proven track record of exceeding Key Performance Indicators (KPIs).
• Exceptional problem-solving skills coupled with empathetic listening abilities.

Your Personality

• A natural empathic listener who genuinely cares about customer concerns.
• A team player who thrives in collaborative environments but can also work independently when needed.
• Customer-focused with a commitment to delivering exceptional service every time.

If you are excited about this opportunity and ready to take your career to the next level with Graphisoft, we would love to hear from you Apply today and let's build something extraordinary together.

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