Customer Support Specialist

Customer Support Specialist We are looking for a Customer Support Specialist with a background in Civil Engineering to serve as the primary bridge between our technology and our users. In this role, you will not just answer tickets; you will actively engage our community of engineers and designers, ensuring they get the most value out of our platform. You will manage communications across all channelsemail, social media, and our active Discord serverproviding technical guidance and building strong relationships with our clients. Responsibilities include: Act as the first point of contact for user inquiries across email, social media platforms, and Discord. Leverage your civil engineering background to understand technical user problems, troubleshoot complex issues, and provide accurate, high-quality solutions. Proactively engage with the community on Discord and social media to foster a helpful and vibrant user environment. Triage and escalate technical bugs or feature requests to the Product and Engineering teams with clear, detailed documentation. Create and update knowledge base articles, FAQs, and video tutorials to help users self-serve. Monitor user sentiment and gather feedback to help shape the future roadmap of the product. Maintain a high response rate and ensure a consistent, professional, and empathetic tone in all interactions. Qualifications include: Bachelor's degree in Civil Engineering, Structural Engineering, or Architecture. Strong technical understanding of engineering workflows, CAD software, or BIM tools. Excellent written and verbal communication skills, with the ability to explain complex technical concepts simply. Ability to multitask and manage inquiries across multiple fast-paced channels simultaneously. High empathy and patience when dealing with user frustrations. Preferred skills include: Previous experience in customer support, technical support, or community management for a SaaS or technical product. Familiarity with support platforms (e.g., Intercom, Zendesk) and community tools (e.g., Discord, Slack). Experience creating technical documentation or educational content for users. About Us: Established in 2023, Genia is dedicated to empowering the North American real estate market with generative AI. Our product, Structural CoPilot, automates the generation of structural engineering design drawings for the construction sector, enhancing efficiency and quality for engineering design firms and real estate developers. The founding team has a deep background in the architecture and AI industries, with experience from leading internet and architectural engineering companies such as Amazon, Tencent, and ARUP. Team members hold degrees from renowned universities, including Yale, UPenn, Columbia, CMU, Duke, UCLA, and UBC. They have a proven track record of building multiple AI products from the ground up. In early 2024, Genia successfully closed a multi-million dollar financing round with investors including a top-tier Silicon Valley venture capital firm and Europe's largest construction technology fund. We have also established strategic partnerships with several North American architectural engineering firms. The company is in a phase of rapid expansion and offers a competitive compensation package, including equity incentives for outstanding talent. We sincerely invite talented individuals from all backgrounds to join us!