RISA Tech, Inc.Remote
Structural Engineer (Customer Support, USA Remote)
United States
Full-time
2 hours ago
$90,000 - $100,000 USD
H1B Sponsor Likely
Key skills
PE licenseRISA softwareStructural design experienceADAPT product suiteCustomer serviceProblem-solving skillsTechnical documentationCommunication skillsTeam player
About this role
RISA Tech, Inc. is a company focused on providing technical support for their suite of engineering software products. The Technical Support Engineer will work collaboratively to deliver exceptional customer service and resolve technical issues for engineers using RISA software.
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