Customer Support Specialist

Revizto enables the people behind the world’s most important structures to do their best work. We connect architects, engineers, contractors, and owners in one shared 2D/3D environment to help deliver complex projects on time and on budget. From airports and hospitals to data centers and large-scale infrastructure, Revizto supports industry leaders in reducing risk, improving collaboration, and delivering better project outcomes.

Built on a gaming engine, Revizto is designed to handle the scale and complexity of modern construction projects while remaining fast, reliable, and accessible across devices and environments — whether teams are in the office or on site.
Key Responsibilities & Requirements

• Technical Support & Troubleshooting: Provide Level 1 and Level 2 technical support to Revizto customers and internal Customer Success teams, diagnosing and resolving software-related issues efficiently and professionally.
• Product & Industry Expertise: Develop in-depth knowledge of the Revizto platform, including its functionality, integration with CAD applications such as Autodesk Revit and Navisworks, and relevant BIM tools, workflows, and processes.
• Customer Communication: Serve as the primary point of contact for customer technical inquiries, delivering clear, accurate, and timely support primarily in English via email, with occasional phone and video calls.
• Technical Investigation & Root-Cause Analysis: Analyze application logs, reproduce reported issues, and investigate technical problems to identify potential root causes and appropriate solutions.
• Issue Escalation & Tracking: Manage technical escalations and create detailed, well-structured JIRA tasks for the Development team, ensuring that issues are accurately documented and efficiently communicated.
• Cross-Functional Collaboration: Work closely with Development, Quality Assurance (QA), and Customer Success (CS) teams to troubleshoot complex cases, coordinate resolutions, and ensure a consistent, high-quality customer experience.
• Knowledge Base & Documentation: Create, maintain, and improve knowledge base articles, troubleshooting guides, FAQs, and other support documentation to strengthen self-service resources and help users resolve common issues independently.
• Customer Experience & Product Adoption: Support customers in effectively using Revizto by providing practical guidance, explaining product functionality, and helping overcome technical challenges that may affect their experience or adoption of the platform.
• Independent Problem-Solving: Take ownership of customer inquiries, make informed decisions within your area of responsibility, and proactively identify opportunities to improve support quality and efficiency.

Requirements

• Professional Experience: At least 2 years of experience in a Technical Support, Customer Support, or similar customer-facing technical role.
• BIM & CAD Knowledge: Familiarity with Building Information Modeling (BIM) technologies and CAD software, including Autodesk Revit, Navisworks, or similar applications.
• English Proficiency: Strong written and spoken English skills, with the ability to communicate effectively with customers and internal teams. Knowledge of additional languages, particularly French, German, or Russian, is considered an advantage.
• Communication & Interpersonal Skills: Excellent communication and interpersonal abilities, including the capacity to explain technical concepts clearly, professionally, and politely, while adapting communication styles and approaches to different audiences and customer needs.
• Windows Expertise: Advanced user-level knowledge of Windows 10 and Windows 11, with the ability to navigate, troubleshoot, and work confidently within these operating environments.
• Technical Aptitude: Strong technical understanding and the ability to quickly learn, adapt to, and troubleshoot evolving software applications and technologies.
• Analytical & Problem-Solving Skills: A proactive, structured approach to investigating and resolving technical issues, including the ability to remain focused and effective under pressure.
• Customer-Oriented Mindset: A positive, professional, and service-oriented attitude, with a genuine commitment to helping customers resolve their questions and technical challenges related to Revizto .
• Adaptability & Flexibility: Ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities, and stay informed about software updates and new developments.
• Continuous Learning: Strong motivation to continuously expand technical knowledge, stay current with industry technologies, and contribute to ongoing professional and product-related development.

Preferred Qualifications

• Ticketing & Support Systems: Experience working with customer support and issue-tracking platforms such as Zendesk, JIRA, or similar tools.
• AEC Industry Knowledge: Understanding of common workflows, processes, and collaboration practices …