Structural Engineer (Customer Support, USA Remote)

RISA US Remote RISA, Customer Success Remote Full-time Technical Support Engineer Reports to: COO Status: Full-Time, Exempt Location: West-Coast Position 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 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 Qualifications: • Bachelor’s degree (or higher) in Civil or Structural Engineering • 3 to 5 years structural design engineering experience • PE license required • Experience with the RISA and ADAPT product suite is preferred • Experience working directly with customers, in any industry, is a plus • 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 Compensation: The pay range for this position is $90K to $100K annual salary with an additional annual bonus. Benefits: • 3 weeks of Paid Time Off • 12 paid holidays • Medical, Dental, Vision insurance starting the 1st of the month following date of hire • Short Term and Long-Term Disability Benefits • Flexible Spending Account & Health Savings Account • Life & AD&D insurance • 401(k) with a 5% employer match • Annual Bonus • Pet Insurance • Employee Assistance Program #RISA Apply tot his job