Structural Engineer, Technical Support (Software)

RISA Tech, Inc. is a company that provides a suite of software products for structural engineers. They are seeking a Technical Support Engineer to deliver exceptional customer service and resolve technical issues related to their software products.

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

Requirements:

• Bachelor's degree (or higher) in Civil or Structural Engineering
• 3 to 5 years structural design engineering experience
• PE license required
• 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
• Experience with the RISA and ADAPT product suite is preferred
• Experience working directly with customers, in any industry, is a plus