Technical Support Director

Bluebeam, Inc. develops smart, simple PDF creation, markup and editing software for paperless workflows. Our award-winning products are used by the world’s top architecture, engineering and construction firms, as well as government agencies. We also have a strong following among tablet PC users, students and educators, accountants and even lawyers. Our company is an open, creative environment in which we work hard and have a great time in the process.

Obviously, this role requires an array of hard and soft skills in order to address customer and internal team needs. In a nutshell you should be able to: * Identify and define the problem by analyzing: * Themes across issues reported by customers * Specific ways in which the applications are being used * Impact on the customer and organization as a whole * Scope issues by: * Using customer issue tracking databases to formulate preliminary theories on root causes * Speaking with the customer to understand the true impact * Assessing levels of urgency and critical nature * Identifying potential roadblocks * Creatively find solutions by: * Working with internal teams to set priorities and get buy-in when additional resources are needed * Assessing technical feasibility by facilitating discussions between pertinent groups

* Bachelor’s degree in an applicable technical field * 10+ years of experience working in a technical customer-facing environment * 5+ years of leadership experience – specifically in mentoring, employee development, and growing a team * Experience working with director and C-level customers * Excellent communication skills, both written and verbal * Exceptional interpersonal skills and ability to easily relate to all personality types * Superior organizational skills with the ability to prioritize multiple projects * Exhibit a positive and proactive nature * Ability and willingness to travel (up to 50%) * Working knowledge of IT infrastructure at an enterprise level: MS Active Directory, deployment methods, terminal servers, virtual environments, security, and document and project management tools * Experience with the following strongly preferred: * Autodesk products (AutoCAD, Revit Navisworks) * Bentley products (ProjectWise, MicroStation) * Microsoft SharePoint