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