At Newforma, you’ll help shape the future of project information management for architects, engineers, and contractors worldwide. Join a team that’s trusted by over 1,500 firms to simplify how they work. Together, we’re creating tools that connect people to the information they need, faster and smarter. Let’s build something great.
We are looking for a Technical Support Analyst II who will identify, troubleshoot and resolve product and technical issues for all Newforma software products including on-premise enterprise, hosted solutions (Cloud) and mobile applications. This role analyzes the issue to determine if it is functioning "as designed" or appears to be a product defect, seeks to identify workarounds when standard procedures have failed, and escalates cases to Tier 3 as necessary under specified criteria, constantly seeking to ensure customers are informed of progress and issues are resolved in a timely fashion. This may involve swarming techniques that engage other team members and managers for assistance as necessary.
The Technical Support Analyst II is familiar with standard troubleshooting concepts, practices, and procedures and relies on experience and judgment to plan and accomplish goals. This role is also responsible for updating individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles from solutions to cases.
This position will require some off hour activity to support the customer base during off business hours (less than 10%) and travel for company events (less than 10%).
In this role, your responsibilities will include:
- Ability to manage Incoming cases via email, phone and CHAT.
- Monitor the inbound case queue using the Salesforce Service Cloud platform
- Support customers with installation, upgrade, and configuration of Newforma products across on-prem and cloud environments
- Troubleshoot and resolve deployment-related issues, including server configuration, networking, authentication, and dependencies
- Validate customer environments against deployment prerequisites and best practices
- Collaborate with Services and Technical Consultants on implementation and upgrade activities when required
- Use AI-assisted tools effectively as part of diagnosis and knowledge base work
- Determine if customer issue is already addressed with existing Knowledgebase article, Help topic, video tutorial, etc.
- Schedule and conduct TeamViewer sessions with customers to resolve in-depth technical issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
- Interact within the Tier 2 group as needed for swarming process for new or unknown situations
- Locate, review and analyze submitted crash reports
- Attempt to duplicate suspected defects in VM lab environment
- Determine if existing issue relates to known defect currently being tracked in the JIRA database
- Monitor aging cases and escalate as necessary based on predefined rules
- Interact with Tier 3 for warm transfer process with a fully documented case including all background information gathered during customer interactions
- Interaction with Account Managers/Sales to provide feedback and insight on cases that are being managed
- Interact with Tiers 2, 3, QA, Product Management, development, etc., as needed to gain further knowledge around issues that are being managed
- Ongoing interaction and training within the support Virtual Machine environment
- Ongoing education, general research to help with future resolution of customer issues
- Evaluate ways to improve and prevent future issues
- Create content and document Knowledgebase articles
- Review Knowledgebase articles for technical accuracy based on case issues
- Be aware and help provide support in a multi-region environment.
- Attend individual growth, peer, support/services and development meetings as required.
Requirements for the position include:
- 3-5 years Help Desk and/or Customer Service experience
- Ability to understand and diagnose software product and support issues
- Available for off hours and weekend coverage
- Experience with CRM Case Management platforms such as Salesforce Service Cloud
- Experience troubleshooting Windows Servers, Windows Web servers and Desktop Operating systems
- Azure Administration
- Knowledge of Microsoft Azure Active Directory
- Mobile application troubleshooting skills
- Proven analytical and problem solving abilities
- Amazon Web Services experience helpful
- Experience supporting MySQL or other databases highly desirable
- CS degree and/or equivalent experience
- Mid-level knowledge of LAN networking and distributed (client/server) computing environments.
- Firewall, Router, VPN, WAN, and Anti-virus configuration and support experience
- Experience in Microsoft Outlook and Exchange system administration
- Active Directory and network security knowledge
- Excellent written and verbal Communication Skills
- Experience working in a team-oriented, collaborative environment
Nice to have qualification for this position include:
- Prior AEC Industry background or Newforma experience
- Current Microsoft role-based certification (e.g. Azure Administrator Associate)
- Ability to absorb and retain information quickly
- Highly self-motivated and directed with a high level of attention to detail.
- Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment
- Exceptional customer service orientation
- Ability to communicate clearly, courteously, and professionally to non-technical individuals
- Effective use of AI assistants (e.g. Microsoft Copilot) to accelerate troubleshooting, research and documentation
Why Work at Newforma?
- Purpose-driven work: Help professionals in the AECO industry solve real-world challenges.
- Global impact: Our tools are used on over 16 million projects worldwide.
- Collaborative culture: Work alongside talented teammates who value your input.
- Room to grow: We support your career development through learning opportunities and mentorship.
- Innovation at its core: Be part of a company that’s always evolving to meet industry needs.
Required
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CRM Software
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Organizational Skills
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Time Management
Preferred
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Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
