Customer Success Technical Specialist

Customer Success Technical Specialist at Eagle Point Software Corporation (Founded 1983) focuses on supporting AEC and manufacturing firms with award‑winning learning management software, including Pinnacle Series—our flagship solution for Autodesk learning, knowledge capture, and productivity improvement.

The Technical Specialist’s primary role is to support the Customer Success and Product Development teams in addressing all technical requests from customers. This position will own day‑to‑day customer technical requests and activities, including customer training, product testing, and creation of supporting eLearning materials.

• Augment the implementation process by providing technical support and customer training.
• Assist customers with Microsoft Entra , SSO setup, and other technical tasks.
• Create and maintain training video, document, and course materials to support the Pinnacle Series platform.
• Own and take responsibility for product testing in cooperation with our product development team.
• Troubleshoot and log customer support requests.
• Prioritize and escalates issues when needed.
• Recognize customer concerns and concisely communicate next steps.
• Provide technical support and training for our partners.
• Act as a Pinnacle Series SME.

• Associate or bachelor’s degree.
• Technical support experience.
• Customer‑facing training experience.
• General IT knowledge.
• Ability to support multiple customers and implementation projects simultaneously.
• Exceptional communication and presentation skills.
• High energy and positive attitude.
• Ability to perform in a deadline‑oriented work environment.
• Strong organizational skills with exceptional attention to detail.
• Ability to work independently as a self‑starter.
• Proficient with Microsoft products.
• Flexible hours/schedule—due to global nature of the company, expect calls and remote meetings early mornings and/or late evenings.

• Remaining in a stationary position, often standing, or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Average hearing and visual acuity.
• Able to use a phone and computer.
• Ability to travel.

Entry level

Full‑time

Other

Software Development

Dubuque, IA