Structural Engineer; Customer Support, Remote

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.

• 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

• 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

The pay range for this position is$90K to $100K annual salary with an additional annual bonus.

• 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

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.