Global Customer Support Engineer – Frilo… at Nemetschek… · Bengaluru

We are looking for a skilled Customer Support Engineer to join our team in India, providing technical support for FRILO Structure Analytics software – a leading structural analysis and design solution used by structural engineers across the AEC (Architecture, Engineering, and Construction) industry.

This role combines technical expertise in structural engineering with exceptional customer service to ensure our clients maximize the value of FRILO's powerful calculation programs for reinforced concrete, steel construction, and foundation engineering.

As a Customer Support Engineer, you will serve as the technical bridge between our structural engineering clients and our product development teams, delivering timely solutions to complex technical challenges while contributing to continuous product improvement.

Key responsibilities

Technical Support

1. Provide expert technical support for FRILO Structure Analytics software suite to customers and prospects across EMEA and APAC region. 5-7 years of experience in structural design engineering or technical software support within the AEC industry
2. Prior experience in customer-facing technical support, CAD/CAM software application, or engineering.
3. Demonstrated ability to explain complex structural engineering concepts to diverse audiences. Resolve customer inquiries related to structural analysis, design calculations, and software functionality via phone, email, web conferencing, and ticketing system
4. Experience with ticketing systems, CRM platforms (Salesforce or similar), and support documentation tools
5. Assist customers with software installation, configuration, updates, and troubleshooting of technical issues. Guide users through complex structural engineering workflows including slab analysis, beam design, foundation calculations, and finite element modeling
6. Create and maintain technical documentation, Knowledge Base articles, how-to guides, and video tutorials

Collaboration and Training

1. Collaborate closely with Product Management, Engineering, and Sales teams to resolve escalated technical issues
2. Assist in conducting webinars, workshops, and training sessions for customer onboarding and product adoption
3. Participate in beta testing programs and contribute to product improvement initiatives. Share technical expertise with team members and contribute to internal knowledge sharing initiatives

Communication Skills

1. Fluent in English (written and verbal) – native or bilingual proficiency required
2. Strong technical writing skills for creating documentation and knowledge base articles
3. Ability to communicate effectively with customers, colleagues, and cross-functional teams
4. Basic knowledge of German language is desirable but not required

Desired soft skills and competencies

1. Passionate about delivering exceptional customer experiences and building long-term relationships
2. Analytical thinking and systematic approach to diagnosing and resolving complex technical issues
3. Strong team player, work effectively with cross-functional teams including Product, Engineering, and Sales
4. Comfortable working in a fast-paced environment with evolving product and customer requirements
5. Ability to work independently, manage priorities, and take ownership of customer issues through resolution
6. Efficiently handle multiple customer inquiries and balance competing priorities

Success Criteria

1. Achieve and maintain high customer satisfaction (CSAT) scores
2. Meet response time and resolution time SLAs for customer inquiries
3. Successfully resolve first-contact issues and minimize escalations
4. Demonstrate product expertise through effective customer training and support
5. Provide actionable product feedback that leads to improvements

Why join our team

1. Work with cutting-edge structural analysis software trusted by engineers worldwide for over 40 years.
2. Opportunity to work at the intersection of structural engineering and technology
3. Continuous learning environment with access to advanced engineering software and training
4. Collaborate with international teams across product development, engineering, and customer success
5. Contribute to product development and influence the future of structural design software

ABOUT FRILO

1. FRILO has been offering powerful and user-friendly software solutions for structural engineers for over 40 years and has become a leading provider in this field. The FRILO structural analysis software offers a variety of customized calculation programs that enable precise and component-oriented verification for various components, connections, and structural systems. FRILO is part of ALLPLAN, a Nemetschek brand.

Equal Opportunity Employer

1. We are committed to creating an inclusive environment for all employees. We celebrate diversity and are committed to equal employment opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.