Job Description
About Graitec Group\n\nGraitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we’ve tripled our revenue in just five years.\n\nOur North Star is clear — accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers.\n\nOur 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability across the industry.\n\nAt Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together.\n\nHow we work: Growth, Agility, Innovation, Responsibility How we behave: Ambition, Engagement, One Graitec, Positive Energy\n\nLearn more about the Graitec Group: graitec-group.com/graitec-a-global-player\n\nAbout the Team Hiring\n\nThe Services team partners with Sales, R&D, and Customer Success to deliver high-impact consulting and pre-sales support across AEC and MFG verticals. The team helps clients adopt BIM and cloud technologies through strategic engagements, workflow design, and solution implementation, ensuring Graitec’s offerings deliver measurable business value.\n\nOverview\n\nRole Description\n\nThe Technical Support Specialist plays a key role in delivering high-quality technical assistance to both customers and internal teams across Graitec, Autodesk, and third-party solutions. This role is responsible for managing support requests, resolving technical issues related to software, licensing, and installation, and ensuring an excellent customer experience.\n\nWorking within a global support model, the Technical Support Specialist collaborates closely with cross-functional teams, including Sales and international support teams, to ensure timely issue resolution, knowledge sharing, and continuous improvement of support processes. This role directly contributes to customer satisfaction, retention, and operational excellence.\n\nKey Responsibilities\nManage and resolve incoming technical support requests via multiple channels (ticketing system, email, phone) in line with defined SLAs\nProvide troubleshooting and resolution for software-related issues, including installation, configuration, licensing, and product usage across Graitec, Autodesk, and third-party solutions\nTake ownership of support cases end-to-end, ensuring proper prioritization, follow-up, and timely resolution\nEscalate complex or high-priority issues to specialized teams while maintaining clear communication with stakeholders\nMaintain accurate and detailed documentation of all support interactions within the case management system\nSupport customers with licensing management, including activation, assignment, and coordination with network license environments\nDeliver a high level of customer service and technical expertise to ensure customer satisfaction and long-term retention\nCollaborate with Sales teams to address specific customer technical needs and support pre- and post-sales activities\nWork closely with global support teams to ensure seamless support coverage across regions and time zones\nIdentify recurring issues, perform root cause analysis, and contribute to continuous improvement initiatives and knowledge base development\nEnsure data accuracy, reporting consistency, and compliance with internal processes and documentation standards\n\nResponsibilities\n\n2+ years of experience in a technical support, application support, or IT support role, preferably in the AEC, BIM, or engineering software domain\nHands-on experience supporting software solutions, including installation, configuration, troubleshooting, and user support\nSolid understanding of software licensing concepts and models (network licenses, cloud subscriptions, user management)\nExperience working with support ticketing systems and case management tools\nStrong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues efficiently\nProven ability to manage multiple priorities and cases while meeting defined SLAs and performance targets\nCustomer-focused mindset with strong interpersonal skills and the ability to handle client-facing interactions professionally\nExperience working in cross-functional and international team environments\nStrong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users\nProactive, autonomous, and detail-oriented approach with a focus on quality and continuous improvement\n\nQualifications\n\nBachelor’s degree in Engineering, Information Technology, Computer Science, or a related field (or equivalent practical experience)\nKnowledge of Autodesk products (e.g., AutoCAD, Revit, BIM 360, Autodesk Construction Cloud) or similar software is a strong advantage\nFamiliarity with BIM workflows, AEC industry practices, or construction software ecosystems is a plus\nBasic understanding of IT systems, operating systems (Windows), and networking fundamentals\nExperience in a global or international support environment is considered an asset\nStrong organizational and time management skills with the ability to work in a fast-paced environment\nHigh attention to detail and commitment to maintaining accurate system and case data\nAbility to work both independently and collaboratively within a team setting\nCustomer-oriented mindset with a proactive and solution-driven attitude\nFluency in English (additional languages are an advantage depending on the region)\n\nInterview Process\n\nAt Graitec, we’re proud to foster a diverse and inclusive workplace.\n\nWe value our employees for who they are and the contributions they bring, encouraging everyone to be their authentic selves at work. This diversity helps us better serve the wide range of customers and markets we operate in. We welcome applications from all backgrounds and assess candidates solely on their skills and ability to succeed in the role.\n\nGraitec uses AI to support and streamline internal processes; however, all application reviews, screening, and hiring decisions are made solely by our Talent Acquisition team and hiring managers.\n\nHR Screening – An initial “get to know you” discussion.\nHiring Manager Interview – A role-specific discussion with the hiring manager.\nTechnical Assessment Interview – May include a presentation or a collaborative exercise.\nFinal Interview\n\nAdditional Information\n\nAs a signatory of United Nations Women’s Empowerment Principles, Graitec is committed to equal opportunity and pay transparency.\n\nOn Target Earning pay range for this role\n\nRole Targeted Variable Pay Mix: 10%\nMinimum Annual On Target Earning: $70,000\nMaximum Annual On Target Earning: $80,000\nNote: Salary range indicated in this add is for information only & targeted for a specific seniority level and targeted location. Final salary offer might vary depending on final candidate location, seniority, competencies...
