Customer Support Specialist

Responsibilities

We are looking for a Customer Support Specialist with a background in Civil Engineering to serve as the primary bridge between our technology and our users. In this role, you will not just answer tickets; you will actively engage our community of engineers and designers, ensuring they get the most value out of our platform. You will manage communications across all channels- email, social media, and our active Discord server- providing technical guidance and building strong relationships with our clients.

• Act as the first point of contact for user inquiries across email, social media platforms, and Discord.
• Leverage your civil engineering background to understand technical user problems, troubleshoot complex issues, and provide accurate, high-quality solutions.
• Proactively engage with the community on Discord and social media to foster a helpful and vibrant user environment.
• Triage and elevate technical bugs or feature requests to the Product and Engineering teams with clear, detailed documentation.
• Create and update knowledge base articles, FAQs, and video tutorials to help users self-serve.
• Monitor user sentiment and gather feedback to help shape the future roadmap of the product.
• Maintain a high response rate and ensure a consistent, professional, and empathetic tone in all interactions.

We are looking for a Customer Support Specialist with a background in Civil Engineering to serve as the primary bridge between our technology and our users. In this role, you will not just answer tickets; you will actively engage our community of engineers and designers, ensuring they get the most value out of our platform. You will manage communications across all channels- email, social media, and our active Discord server- providing technical guidance and building strong relationships with our clients.

• Act as the first point of contact for user inquiries across email, social media platforms, and Discord.
• Leverage your civil engineering background to understand technical user problems, troubleshoot complex issues, and provide accurate, high-quality solutions.
• Proactively engage with the community on Discord and social media to foster a helpful and vibrant user environment.
• Triage and elevate technical bugs or feature requests to the Product and Engineering teams with clear, detailed documentation.
• Create and update knowledge base articles, FAQs, and video tutorials to help users self-serve.
• Monitor user sentiment and gather feedback to help shape the future roadmap of the product.
• Maintain a high response rate and ensure a consistent, professional, and empathetic tone in all interactions.

• Bachelor's degree in Civil Engineering, Structural Engineering, or Architecture.
• Strong technical understanding of engineering workflows, CAD software, or BIM tools.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts simply.
• Ability to multitask and manage inquiries across multiple fast-paced channels simultaneously.
• High empathy and patience when dealing with user frustrations.

• Previous experience in customer support, technical support, or community management for a SaaS or technical product.
• Familiarity with support platforms (e.g., Intercom, Zendesk) and community tools (e.g., Discord, Slack).
• Experience creating technical documentation or educational content for users.