Technical Support Engineer Reports to: COO
Status: Full-Time, Exempt
Location: West-Coast
Position Overview:This position is a key member of the Technical Support team providing technical support to engineers for our full suite of RISA products. The Technical Support Engineer work in a collaborative way throughout our organization to deliver great customer experience, resolving customer issues.
General Responsibilities:- Give superior customer service in supporting all the RISA software
- Work closely with customers via telephone, email, and conferencing gathering information to understand their needs and offering solutions within RISA software suite
- Ensure customer satisfaction through the entire life cycle of the software including technical explanation of the software as well as interface
- Demonstrate expert knowledge of the software while maintaining a positive company image during interactions with customers
- Frequently exercise discretion and independent judgment in resolving complex technical customer issues
- Test the software to ensure a quality software package that will meet the customer’s satisfaction with the release of the software and intermediate checkpoints along the development cycle
- Instruct virtual training classes for structural engineers
- Write technical engineering specifications to support the product development team
- Providing hand calculations to validate the software
- Write clear technical documentation for external customers
Qualifications:- Bachelor’s degree (or higher) in Civil or Structural Engineering
- 3 to 5 years structural design engineering experience
- PE license required
- Experience with the RISA and ADAPT product suite is preferred
- Experience working directly with customers, in any industry, is a plus
- Confident when speaking to customers over the phone
- Team player, self-motivated, and positive "can do" attitude
- Possess strong problem-solving skills
- Communicate comfortably with knowledgeable as well as novice users to resolve technical issues via both telephone and email
- Write clear and concise documentation of issues for users and to be used for in-house development
- Multi-task between several customers supports and other tasks at the same time
- Follow through with the customers until their issue is resolved
Compensation: The pay range for this position is
$90K to $100K annual salary
with an additional annual bonus.
Benefits:- 3 weeks of Paid Time Off
- 12 paid holidays
- Medical, Dental, Vision insurance starting the 1st of the month following date of hire
- Short Term and Long-Term Disability Benefits
- Flexible Spending Account & Health Savings Account
- Life & AD&D insurance
- 401(k) with a 5% employer match
- Annual Bonus
- Pet Insurance
- Employee Assistance Program
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