Technical Support Representative – L2
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Job Description
L2 Technical Support Representative resolving complex Autodesk and Stratus issues for MEP contractors. Using AI-driven diagnostics, automations, and knowledge management to scale technical support.
Responsibilities:
- Serve as a senior escalation point on the Service Desk for complex technical issues escalated by L1 agents and the Fin AI support agent
- Own complex issues end to end and drive them to resolution
- Troubleshoot advanced issues across Stratus and the Autodesk ecosystem, including Revit add-ins, BIM 360/Autodesk Construction Cloud, and Navisworks
- Resolve publish/import failures, permission and access errors, and platform configuration problems
- Use AI tools to diagnose error messages, search knowledge bases and ticket history, identify engineering tickets, draft customer responses, and analyze support data
- Build lightweight tools, scripts, and automations to streamline troubleshooting and routine support work
- Review Fin's performance, handle its escalations, and close knowledge gaps
- Author and maintain knowledge base articles and internal troubleshooting playbooks
- Escalate product defects to engineering with documented reproduction steps and track them through resolution
- Identify recurring issues and provide customer insights to product and engineering
- Mentor and support L1 agents by reviewing work and sharing techniques
- Contribute to support metrics including resolution time, quality, deflection, and SLA adherence
- Collaborate with support team members, developers, and product managers to resolve user challenges and drive upstream fixes
Requirements:
- 3+ years in a technical support role, preferably within SaaS or Construction Tech, including experience handling escalated or Tier 2 issues
- Demonstrated fluency with AI tools in a professional setting, with good judgment about their strengths, limitations, and appropriate use
- Technical aptitude to build lightweight tools, scripts, or automations with AI assistance, such as Python, low-code platforms, or AI app builders
- Strong problem-solving skills and a customer-first approach
- Ability to independently diagnose complex, ambiguous technical issues
- Ability to distill complex technical problems into clear, actionable solutions and documentation
- Solid understanding of construction workflows, particularly modeling and fabrication
- Working knowledge of Autodesk Revit and BIM 360/Autodesk Construction Cloud required
- Navisworks knowledge is a plus
- Detail-oriented with excellent organizational skills for managing and prioritizing a Service Desk queue
- Strong written and verbal communication and a collaborative mindset
- Comfortable thriving in a remote-first, fast-paced environment
- Familiarity with MEP-specific workflows in the AEC industry is a nice to have
- Experience with Service Desk/ticketing tools such as Jira Service Management, Zendesk, or Freshdesk is a nice to have
- Experience with knowledge base platforms such as Confluence is a nice to have
- Experience building user guides, FAQs, or troubleshooting playbooks is a nice to have
- Experience improving or working alongside AI support agents, such as Intercom Fin, is a nice to have
- Knowledge of BIM coordination or construction project management is a nice to have
- Comfort with light data analysis, such as ticket exports and support metrics, is a nice to have
- Must be eligible to work in the U.S.; eligibility is verified post-hire through E-Verify
Benefits:
- Comprehensive and competitive health benefits plan
- Matching 401(k) contributions
- 20 days of annual PTO
- Primarily remote work
- Occasional annual team on-sites
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