Enterprise Support Engineer

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, improving the lives of design and construction professionals everywhere. Our purpose is clear: Together, we’re building a better life for those who build our world. 

The Enterprise Support Engineer, a senior-level enterprise software support position, will assist Bluebeam Enterprise customers via phone and email who are having technical challenges installing, configuring and using our products. It is essential that the Enterprise Support Engineer partners with the customers at a professional level, providing effective resources or solutions within a reasonable amount of time, and contributing regularly to the general improvement of the team and the customer experience. The Enterprise Support Engineer is expected to be a team leader with deep technical knowledge and the ability to handle complex issues and escalations.

What You’ll Do:

• Serves as a senior member of our Enterprise team by effectively answering the more difficult telephone calls and emails from our Enterprise customers.
• Partners with our Account Development & Technical Account Managers assisting with high impact customer issues, meetings & escalations to identify pain points, inefficiencies, and develop a technical path forward.
• Takes ownership of technical issues from initial report to final resolution.
• Acts as an escalation resource for mid-level members of the support team.
• Able to project manage tough customer conversations, complex technical issues, and roadblocks preventing license renewal and/or adoption of our products and services.
• Be deeply involved with the pulse/needs of their local team and regularly communicating this back to Management and our Research Advocacy Team.
• Sets up test environments to verify reported software bugs and gather information about their scope, history and details for escalation, logging them into our bug tracking database when appropriate.
• Creates support documentation to be used internally as well as by customers.
• Acts as an advocate for the customer and effectively communicate feedback to and from the members of our Engineering team in a very clear and concise method.
• Demonstrates professional maturity, takes initiative and is consistently reliable.
• Communicates effectively with Information Technology (IT), Active Directory (AD), and Database Administrator (DBA) Administrators.
• Participates in On-call rotation to support Global SLAs.
• Assists with other miscellaneous projects as assigned, including working interdepartmentally to support Bluebeam philosophies and goals.

About You:

• 3-5 years of technical support experience and/or customer facing engineering support.
• Advanced troubleshooting/problem solving skills: Ability to understand the question/issue, identify knowns, unknowns and apply product and environmental (e.g. Windows and Server Operating System and System Services) knowledge to ask qualifying questions to determine appropriate troubleshooting steps to move towards and achieve resolution.
• Customer service skills! Bluebeam has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role will like to work with others and will help them solve problems with a positive attitude and helpful spirit.
• Project Management skills: Efficiently triage and prioritize support cases, customer calls, customer meetings, and personal projects to ensure timely and effective completion.
• Solid understanding of Microsoft Windows operating systems (Windows 10, 8) i.e. installing and uninstalling programs and drivers.
• A positive and proactive nature to follow through on helping customers get the answers they need.
• Excellent communication skills, both written and verbal.
• Experience working with or implementing Microsoft Entra ID (formerly Azure AD) Azure, OKTA, OIDC.
• Familiar with RDS (Relational Database Services), AWS (Amazon Web Services, S3, Route 53), VPC (virtual private cloud).
• Familiar with Networking Fundamentals.
• Familiar with Web Servers/Services.

Nice to Haves:

• A+, Network+, Security+, or Microsoft IT Certification (i.e. MTA)
• AWS Certification
• Familiar with Linux command line basics
• Experience with PDF software
• Experience with architectural or structural programs such as AutoCAD, Revit, Navisworks, Tekla or SolidWorks
• Experience working within the AEC (Architectural, Engineering, and Construction) industry
• Experience working with mobile platforms
• Experience working with virtual environments (i.e. Citrix, VMware, Hyper-V)
• Experience in setting up and utilizing software deployment tools
• Experience working SharePoint.

What We Offer:

• People-focused, entrepreneurial collaborative culture with the backing of a stable, global, corporate entity – Nemetschek.
• Competitive compensation and benefits package (medical, dental, education reimbursement, 401k, wellness resources).
• Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs.
• Opportunity for continuous professional development through things like LinkedIn Learning, conferences, and certification programs.

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 3 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 Australia, Denmark, 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.

Base salary range for this position is $63,100 – $78,700.

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