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 escalate 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.

PREFERRED SKILLS

• 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.