Senior Technology Analyst - Business Lifecycle Solutions (Tier II Support)

Southland Industries is hiring a Senior Technology Analyst to provide advanced Tier 2 support for Revit and other design and engineering applications used by its engineers, detailers, and VDC teams. The role troubleshoots complex issues, supports application testing and escalations, documents solutions, and helps improve support practices.

Responsibilities:

• Serve as a Tier 2 technical support resource for Revit and other BLS-supported applications, including Navisworks, Naviate, AutoCAD, Autodesk Forma, and related tools
• Independently troubleshoot complex or unfamiliar application issues by gathering information, reproducing problems, reviewing configurations and environments, testing potential causes, and determining the appropriate resolution or next step
• Investigate issues involving models, worksharing, application performance, add-ins, software versions, user settings, permissions, configurations, and other application or environment-related factors
• Work directly with users to understand the issue and resolve it when possible; when escalation is required, provide internal teams or vendors with clear troubleshooting history, error information, affected users/projects, and business impact
• Own assigned Tier 2 tickets through resolution or escalation, clearly documenting troubleshooting, findings, and outcomes
• Partner with ITSM Support to define Tier 1 troubleshooting expectations, escalation requirements, and information needed before Tier 2 involvement
• Provide technical guidance to Tier 1 support and share knowledge that helps resolve issues earlier in the support process
• Escalate complex application issues to Autodesk or other software vendors and work with them through resolution
• Identify recurring issues and recommend changes to configurations, processes, documentation, training, or support procedures
• Support testing for application upgrades, patches, add-ins, configuration changes, and new functionality before broader deployment
• Test compatibility, application behavior, performance, and reported issues across versions, users, projects, or environments
• Partner with BLS application teams and technical users to identify potential support impacts before changes are released
• Support pilots and help identify documentation, training, known issues, and support needs before applications or major changes move into ongoing support
• Document troubleshooting steps, known issues, workarounds, and resolutions so recurring problems can be resolved more efficiently
• Create technical ITSM knowledge and partner with Knowledge Governance to turn technical findings into reusable support documentation that follows established standards
• Share technical knowledge with ITSM Support and other team members to improve Tier 1 resolution and reduce unnecessary Tier 2 escalations
• Work with BLS application teams, ITSM Support, IT teams, Autodesk, and other vendors to investigate issues that cross application and technology boundaries
• Identify patterns across support tickets and help determine root causes and opportunities to prevent recurring issues
• Communicate technical findings clearly to technical and non-technical users, including what was found, what was tried, and what needs to happen next
• Stay current with relevant industry standards, Autodesk technology changes, application updates, and support practices that may affect Southland's technology environment
• Share relevant technical trends, product changes, and recurring issues with BLS teams to support future application and support improvements

Requirements:

• 5+ years of experience supporting or using technical applications in an engineering, construction, VDC, BIM, design technology, or similar environment, including significant experience troubleshooting Revit
• Advanced working knowledge of Autodesk Revit, including models, worksharing, settings, performance, add-ins, upgrades, and common technical issues
• Working knowledge of applications such as Navisworks, Naviate, AutoCAD, Autodesk Forma, and related tools, with the ability to learn additional applications
• Demonstrated ability to independently troubleshoot unfamiliar technical problems, isolate potential causes, test solutions, and determine the appropriate resolution or escalation
• Working understanding of how engineering, detailing, VDC, BIM, and construction teams use technology to support project delivery
• Experience working in an ITSM/ticketing environment and documenting troubleshooting and technical resolutions
• Strong communication skills with the ability to work directly with users, technical teams, and vendors and explain findings clearly
• Ability to manage multiple technical issues and prioritize work based on business and project impact
• Ability to stay current with relevant industry standards, application changes, and emerging technologies that may affect supported applications or workflows