Technology Consultant – AECO Support at Symetri in Remote in

SYMETRI

Symetri combines technology and business process consulting to help firms plan, design, build, and operate land and buildings more effectively. Our solutions support the entire project lifecycle, from planning and design to construction and operations. We help clients use technology in innovative ways to build a better world. At Symetri, you'll work with a collaborative team that values transparency, continuous learning, and the courage to drive meaningful change.

This is a fully remote position.

ROLE

The Technology Consultant – Technical Support is responsible for resolving client technical support cases and helping users successfully apply supported software and services. This role combines responsive client service, structured troubleshooting, technical expertise, and clear case documentation to deliver timely, accurate, and consistent support experiences.

Consultants are accountable for managing assigned work, communicating progress, following documented support processes, escalating appropriately, and contributing knowledge that improves support quality and client adoption. The role directly supports client success by helping users overcome technical barriers and return to productive work.

RESPONSIBILITIES

Delivers responsive, high-quality technical support by diagnosing client issues, guiding users through resolution, maintaining accurate case records, and contributing to consistent support practices and reusable knowledge.

Client SupportTechnical Expertise

• Respond to client requests through approved support channels
• Diagnose and troubleshoot software, licensing, and workflow issues
• Guide clients through issue resolution using clear communication
• Perform remote troubleshooting and support as needed
• Provide accurate guidance on supported products and services
• Maintain knowledge of supported software and industry workflows

Case ManagementCommunication

• Document support activities and resolutions in the case management system
• Manage assigned cases in alignment with support processes and service expectations
• Provide timely updates on case status and next steps
• Maintain ownership of assigned cases through resolution or escalation
• Deliver a professional and consistent client support experience

EscalationCollaboration

• Escalate complex issues to the appropriate internal or external resources
• Provide complete documentation when transferring or escalating cases
• Collaborate with internal teams to support client success
• Share client feedback and recurring issues with appropriate stakeholders

KnowledgeContinuous Improvement

• Contribute to knowledge articles, documentation, and support resources
• Identify recurring issues and recommend process improvements
• Participate in team meetings, coaching, and knowledge-sharing activities
• Maintain and expand technical knowledge of supported solutions
• Support proactive client success and enablement initiatives as assigned

REQUIREMENTS

• Experience with Autodesk - Revit, ACC, BIM, Bluebeam, or Symetri technologies
• Strong customer service and troubleshooting skills
• Strong analytical and problem-solving abilities
• Ability to communicate technical concepts clearly and effectively
• Strong documentation, organization, and time management skills
• Ability to manage multiple priorities and meet commitments
• Working knowledge of Windows environments and common software installation, configuration, and licensing concepts
• Working knowledge of supported software platforms and workflows
• Ability to work independently and collaboratively
• Strong interpersonal and relationship-building skills
• Commitment to continuous learning and professional development
• Bachelor's degree or equivalent experience
• Experience with relevant software platforms and industry workflows
• Prior experience in technical support, consulting, or client-facing roles preferred
• Relevant industry certifications preferred

Above all, we're looking for proactive problem solvers who care about their customers and teammates, take pride in their work, and bring a positive attitude.

BENEFITSPERKS

• Generous and flexible time off (FTO), plus eight paid holidays
• Company-sponsored benefits include:
• • Group health insurance with nominal employee contribution
  • Employer-paid short- and long-term disability coverage
  • Access to optional benefits through a cafeteria plan, including dental, vision, life insurance, wellness reimbursement program, and other supplemental benefits
  • Employer match of employee HSA contributions, dollar-for-dollar up to the IRS limit
• 401(k) with company match of up to 4% of base salary
• Benefits eligibility timeline:
• • UHC Medical coverage begins first day of employment
  • FTO, 401(k), and other insurance coverages after one month of employment
• Our company is currently unable to sponsor work visas. Candidates must be legally authorized to work in the United States without sponsorship.

Symetri is an Equal Opportunity Employer as to all protected groups, including protected veterans and individuals with disabilities. We embrace diversity and are committed to creating an inclusive environment for all employees.