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 and improve the lives of design and construction professionals everywhere.

The Enterprise Support Engineer, a senior-level enterprise software support position, is expected to 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 partner with the customer at a professional level, provide effective resources or solutions within a reasonable amount of time, and contribute 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.

About the Role

• 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.
• Identifies, documents, and designs functional procedures, processes and solutions to support customer workflows as requested by the organization.
• Facilitates and oversees customer meetings for implementation projects, working consultatively to migrate and integrate Bluebeam products within client infrastructure.
• Effectively communicates with cross-functional IT teams, including security, DBA, networking, and identity management administrators.
• Sets up test environments on-prem and in the Cloud 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.
• Acts as an advocate for the customer and effectively communicates feedback to and from the members of our Product and Engineering teams in a very clear and concise method.
• Participates in On-call rotation to support Global SLAs.

About You

• 5-7 years of enterprise support experience and/or customer facing engineering support.
• Bachelor’s degree or equivalent work experience.
• 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.
• Solid understanding of Microsoft Windows operating systems (Windows 10, 11) i.e. installing and uninstalling programs and drivers, reading event viewer logs, etc.
• 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, System Services, and Cloud Services) knowledge to ask qualifying questions to determine appropriate troubleshooting steps to move towards and achieve resolution.
• Working knowledge and professional experience with Microsoft Entra ID (formerly Azure AD), Provisioning & App Creation, OKTA, SSO, SCIM, OIDC, and Active Directory.
• Working knowledge and professional experience with AWS (Amazon Web Services, S3, Route 53), RDS (Relational Database Services), VPC (virtual private cloud), IAC (Infrastructure as Code), Terraform, CloudFormation, CI/CD (continuous integration and continuous deployment pipeline) environments, related tools, and IAM (Identity and Access Management).
• Working knowledge and professional Experience monitoring and troubleshooting SQL Database performance, Web Servers, Services and Networking services.
• Excellent written and verbal communication skills. Strong ability to breakdown technical, and complex details into digestible and understandable summaries.

Extras:

• A+, Network+, Security+, or Microsoft IT Certification (i.e. MTA).
• AWS Certification.
• Azure Certification.
• Familiar with Rest APIs, Postman.
• Experience with PDF software.
• Experience with architectural or structural programs such as AutoCAD, Revit, Navisworks, SolidWorks, or Tekla.
• 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 with SharePoint.

What we offer

• People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – Nemetschek
• Competitive compensation and benefits package
  • 100% paid medical premiums for employees, 80% paid for dependents
  • Fully vested 401K right from the day you start
  • Generous PTO, including sick/mental health & volunteer days
  • Free & unlimited access to BetterUp Care, a well-being platform
• Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
• Opportunity for continuous professional development
  • Free & unlimited access to LinkedIn Learning 
  • Up to $5K annual education reimbursement (after 1 year tenure)

Below is our DEIBA (Diversity, Equity, Inclusion, Belonging, and Accessibility) mission statement:

Bluebeam is committed to building an inclusive environment in which everyone, regardless of background, has an opportunity to experience a deep sense of belonging. Each of our unique perspectives amplifies our collective power, and by encouraging diverse perspectives in an environment infused with mutual respect, we arrive at better solutions. And when we bring the best version of ourselves to work, we can make our best contributions to the global community of people who build our world.​

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 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: $89,000 - $111,200

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