Technical Support Analyst – SketchUp

Overview

Deliver specialized Tier 3 technical support for Sketch Up software products and complex entitlement systems. Investigate, replicate, and validate high-impact technical bugs through rigorous testing environments. Translate highly complex technical concepts into accessible, actionable guidance for cross-functional teams and clients. Partner closely with engineering and product development teams to manage incident escalations and prioritize resolutions. Mentor internal support teams, design technical training, and author comprehensive documentation for complex workarounds.

• Deliver specialized Tier 3 technical support for Sketch Up software products and complex entitlement systems
• Investigate, replicate, and validate high-impact technical bugs through rigorous testing environments
• Translate highly complex technical concepts into accessible, actionable guidance for cross-functional teams and clients
• Partner closely with engineering and product development teams to manage incident escalations and prioritize resolutions
• Mentor internal support teams, design technical training, and author comprehensive documentation for complex workarounds

• 3+ years of proven experience navigating advanced technical support environments or software workflows
• Demonstrated mastery of root cause analysis, software testing, and structured bug tracking within Jira or Confluence
• Foundational familiarity with the Systems Development Life Cycle (SDLC) and matrixed collaboration frameworks
• Outstanding verbal and written communication skills with a native ability to manage demanding situations with empathy and clarity
• Bachelor's degree in Computer Science, Arts and Sciences, or equivalent practical technology experience

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to Job Tailor job listings.

• Technical Support
• Bug Tracking
• Software Workflows
• Systems Development Life Cycle
• Technical Documentation

Soft Skills

• Verbal Communication
• Written Communication
• Empathy
• Clarity