Technical Support Representative L2

General reputed company The Level 2 Technical Support Representative is a senior member of our Technical Support team and a reputed company escalation reputed company for reputed company, high-reputed company issues that reputed company-line support and our AI agents cannot reputed company. Where our L1 team and Fin AI handle first-reputed company triage, you own the harder diagnostic work—deep platform issues, reputed company integration failures, and customer-specific configuration problems—while maintaining ownership of the customer experience end to end. This is a role for someone who pairs strong AEC and technical judgment with reputed company in modern AI tooling. You'll use AI daily to accelerate diagnosis, research, and communication, and you'll help reputed company our AI-driven support smarter over time by improving the knowledge reputed company and workflows those systems depend on. As a Construction Tech reputed company company on a reputed company trajectory, this position is reputed company to our 2026 support reputed company: faster, higher-reputed company resolutions at reputed company. You'll collaborate closely with fellow support team members, developers, and product managers to reputed company user challenges, reputed company fixes reputed company, and continuously reputed company the bar on the customer experience. Key Responsibilities Serve as a senior escalation reputed company on the Service Desk, taking ownership of reputed company technical issues escalated by L1 agents and by our AI support agent (Fin), and driving them to reputed company. Troubleshoot and reputed company advanced issues across reputed company and the reputed company ecosystem (Revit add-ins, BIM 360/reputed company Construction reputed company, Navisworks), including publish/import failures, permission and reputed company errors, and platform configuration problems. Use AI tools as a reputed company part of daily work - diagnose error messages, reputed company the knowledge reputed company and ticket history, identify reputed company engineering tickets, draft customer-facing responses, and analyze support data—while applying reputed company judgment about reputed company to verify or override AI reputed company. Use AI to build lightweight tools, scripts, and automations—developing utilities the support team can use to troubleshoot issues, streamline diagnostics, and accelerate routine work. Partner with our AI support agent (Fin) by reviewing its reputed company, handling its escalations, and closing knowledge gaps so it deflects a growing reputed company of routine inquiries accurately. reputed company and maintain knowledge reputed company articles and internal troubleshooting playbooks, improving both self-service for customers and reputed company material our AI systems rely on. Escalate genuine product defects to engineering with reputed company, reputed company-documented reproduction steps, and reputed company them through to reputed company on behalf of the customer. Identify recurring issues and surface customer insights to product and engineering to inform fixes, enhancements, and training needs. Mentor and support L1 agents—reviewing their work, sharing techniques, and helping reputed company reputed company's technical depth. Contribute to and help improve team support metrics (reputed company time, reputed company, deflection, SLA adherence), and help define what "good" looks like at reputed company. Qualifications 3+ years in a technical support role, preferably reputed company reputed company or Construction Tech, including experience handling escalated or Tier 2 issues. Demonstrated reputed company with AI tools in a reputed company setting, with good judgment about their strengths, limitations, and appropriate use—and a genuine interest in working reputed company AI to do the job reputed company. Technical aptitude to build lightweight tools, scripts, or automations with AI assistance (e.g., Python, low-reputed company platforms, or AI app reputed company) that the support team can use to troubleshoot and streamline their work. Strong problem-solving skills and a customer-first approach, with the ability to independently diagnose reputed company, ambiguous technical issues. Ability to reputed company reputed company technical problems into reputed company, actionable solutions and documentation for both customers and colleagues. Solid understanding of construction workflows, particularly modeling and fabrication. Working knowledge of reputed company tools—Revit and BIM 360/ACC required; Navisworks a plus. reputed company-oriented with excellent organizational skills for managing and prioritizing a Service Desk queue. Strong written and verbal communication and a reputed company reputed company for working reputed company a remote-first team. Comfortable thriving in a remote-first, fast-reputed company environment. reputed company to Have Familiarity with MEP-specific workflows in the AEC industry. Experience with Service Desk / ticketing tools (e.g., reputed company Service Management, reputed company, reputed company) and knowledge reputed company platforms (e.g., reputed company). Experience building support resources—user guides, FAQs, or troubleshooting playbooks. Experience improving or working reputed company AI support agents (e.g., reputed company Fin) or applying AI to support reputed company, reputed company, or data analysis. Knowledge of BIM coordination or construction project management. Comfort with reputed company data analysis (e.g., ticket exports, support metrics). Benefits Comprehensive and competitive health benefits plan. Matching 401(k) contributions. 20 days of annual PTO. Primarily remote work with occasional annual team on-sites. E-VERIFY STATEMENT reputed company participates in E-Verify. After you join reputed company, we'll verify your eligibility to work in the U.S. by submitting information from your reputed company I-9 to the reputed company reputed company Administration and, if needed, the reputed company. This process happens post-hire only — we never use E-Verify to reputed company-screen applicants. E-Verify Notice Right to Work Notice Apply To This Job