200+ applicants

Company

Bluebeam, Inc. · 1 day ago

Enterprise Support Engineer

United States

Full-time

Remote

Senior Level

$89K/yr - $111K/yr

5+ years exp

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Enterprise support experienceAdvanced troubleshooting skillsMicrosoft Entra IDAWS (Amazon Web Services)SQL Database performanceMicrosoft Windows OSA+ CertificationNetwork+ CertificationSecurity+ CertificationMicrosoft IT CertificationAWS CertificationAzure CertificationRest APIsPostmanPDF softwareAutoCADRevitNavisworksSolidWorksTeklaAEC industry experienceMobile platformsVirtual environmentsSoftware deployment toolsSharePoint

Required

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.

Preferred

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.

Benefits

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

Free & unlimited access to LinkedIn Learning

Up to $5K annual education reimbursement (after 1 year tenure)

Company

Bluebeam, Inc.

Glassdoor

3.6

Bluebeam pushes the boundaries of innovation, developing smart, simple project efficiency and collaboration solutions for design and construction professionals worldwide.

Founded in 2002

Pasadena, California, USA

201-500 employees