Structural Engineer (Customer Support, USA Remote)

Technical Support Engineer

Reports to: COO

Status: Full-Time, Exempt

Location: West-Coast

Position Overview

This position is a key member of the Technical Support team providing technical support to engineers for our full suite of RISA products. The Technical Support Engineer work in a collaborative way throughout our organization to deliver great customer experience, resolving customer issues.

General Responsibilities

• Give superior customer service in supporting all the RISA software
• Work closely with customers via telephone, email, and conferencing gathering information to understand their needs and offering solutions within RISA software suite
• Ensure customer satisfaction through the entire life cycle of the software including technical explanation of the software as well as interface
• Demonstrate expert knowledge of the software while maintaining a positive company image during interactions with customers
• Frequently exercise discretion and independent judgment in resolving complex technical customer issues
• Test the software to ensure a quality software package that will meet the customer’s satisfaction with the release of the software and intermediate checkpoints along the development cycle
• Instruct virtual training classes for structural engineers
• Write technical engineering specifications to support the product development team
• Providing hand calculations to validate the software
• Write clear technical documentation for external customers

Qualifications

• Bachelor’s degree (or higher) in Civil or Structural Engineering
• 3 to 5 years structural design engineering experience
• PE license required
• Experience with the RISA and ADAPT product suite is preferred
• Experience working directly with customers, in any industry, is a plus
• Confident when speaking to customers over the phone
• Team player, self-motivated, and positive "can do" attitude
• Possess strong problem-solving skills
• Communicate comfortably with knowledgeable as well as novice users to resolve technical issues via both telephone and email
• Write clear and concise documentation of issues for users and to be used for in-house development
• Multi-task between several customers supports and other tasks at the same time
• Follow through with the customers until their issue is resolved

Compensation: The pay range for this position is $90K to $100K annual salary with an additional annual bonus.

Benefits

• 3 weeks of Paid Time Off
• 12 paid holidays
• Medical, Dental, Vision insurance starting the 1st of the month following date of hire
• Short Term and Long-Term Disability Benefits
• Flexible Spending Account & Health Savings Account
• Life & AD&D insurance
• 401(k) with a 5% employer match
• Annual Bonus
• Pet Insurance
• Employee Assistance Program

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