Structural Engineer (Customer Support, USA Remote)

Technical Support Engineer Reports to: COOStatus: Full-Time, ExemptLocation: West-CoastPosition Overview:This position is a key member of the Technical Support team providing technical support to engineers for our full suite of RISA products. The Technical Support Engineer work in a collaborative way throughout our organization to deliver great customer experience, resolving customer issues.General Responsibilities:Give superior customer service in supporting all the RISA softwareWork closely with customers via telephone, email, and conferencing gathering information to understand their needs and offering solutions within RISA software suiteEnsure customer satisfaction through the entire life cycle of the software including technical explanation of the software as well as interfaceDemonstrate expert knowledge of the software while maintaining a positive company image during interactions with customersFrequently exercise discretion and independent judgment in resolving complex technical customer issuesTest 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 cycleInstruct virtual training classes for structural engineersWrite technical engineering specifications to support the product development teamProviding hand calculations to validate the softwareWrite clear technical documentation for external customersQualifications:Bachelor's degree (or higher) in Civil or Structural Engineering3 to 5 years structural design engineering experiencePE license requiredExperience with the RISA and ADAPT product suite is preferredExperience working directly with customers, in any industry, is a plusConfident when speaking to customers over the phoneTeam player, self-motivated, and positive "can do" attitudePossess strong problem-solving skillsCommunicate comfortably with knowledgeable as well as novice users to resolve technical issues via both telephone and emailWrite clear and concise documentation of issues for users and to be used for in-house developmentMulti-task between several customers supports and other tasks at the same timeFollow through with the customers until their issue is resolvedCompensation: The pay range for this position is $90K to $100K annual salarywith an additional annual bonus.Benefits:3 weeks of Paid Time Off12 paid holidaysMedical, Dental, Vision insurance starting the 1st of the month following date of hireShort Term and Long-Term Disability BenefitsFlexible Spending Account & Health Savings AccountLife & AD&D insurance401(k) with a 5% employer matchAnnual BonusPet InsuranceEmployee Assistance Program