Technical Customer Support Professional
Core
Tier 3 technical support analyst for SketchUp 3D modeling software, investigating complex bugs and bridging the gap between users and development teams.
Role type
Senior IC technical support analyst (Tier 3)
Builds
Advanced troubleshooting and resolution for SketchUp software products and entitlement systems
Domain
AECO (Architecture, Engineering, Construction, Operations) / 3D Modeling Software
Required skills
Root cause analysis, software testing, structured bug tracking, SDLC familiarity, cross-functional collaboration, technical documentation
Preferred skills
3D modeling software familiarity, architectural design workflows, DirectX 12/Metal graphics processing, multi-OS diagnostics (Windows, MacOS, iOS, Android), scripting
Technologies
Jira, Confluence, SketchUp, DirectX 12, Metal, Windows Server
Responsibilities
Deliver specialized Tier 3 technical support for SketchUp software and entitlement systems; Investigate, replicate, and validate high-impact technical bugs; Translate complex technical concepts into actionable guidance for teams and clients; Partner with engineering to manage incident escalations; Mentor internal support teams and author technical documentation
Seniority
Mid-Senior, hands-on IC