Technical Support Specialist

Job Title

Technical Support Specialist

Remote (Work Hours 11:00 am - 8:00 pm EST)

Full Time

• Provide excellent customer service via diagnosis and resolution of technical, operational, and implementation issues related to RIB products and supporting technologies/infrastructure.
• Escalate unresolved issues to the appropriate group following established guidelines.
• Deliver technical support to external and internal customers via telephone, email, and chat.
• Document technical issues and reproduce errors in test systems for independent remediation and testing.
• Participate in customer conference calls to manage resolution of account issues.
• Demonstrate availability within pre‑defined SLA timelines to assist technical teams during critical or urgent incidents.

• Bachelor’s degree in CS, MIS, Engineering, or equivalent work experience.
• Excellent interpersonal communication and customer service skills in high‑stress or ambiguous situations.
• Ability to analyze network traffic using industry‑standard diagnostic tools to diagnose application stability and performance issues.
• Fast learner with aptitude for new technologies and strong understanding of customer‑facing environments.

• Understanding of Microsoft Azure Cloud Services and associated native components; navigation within a cloud‑hosted environment.
• Experience with Microsoft Teams, Log Me In , Rescue, Go To Connect , Salesforce, Zendesk, Azure Dev Ops, and RIB applications (SLE, SLC, Spec Live).
• Experience using remote connection tools such as Log Me In , Citrix Go To Assist , MS Teams, or similar.

RIB may require all successful applicants to undergo and pass a comprehensive background check before employment, conducted in accordance with local laws. The check may include proof of educational attainment, employment history verification, work authorization proof, criminal records, identity verification, and credit check.

RIB is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.