Customer Support Specialist

Revizto enables the people behind the world’s most important structures to do their best work. We connect architects, engineers, contractors, and owners in one shared 2D/3D environment to help deliver complex projects on time and on budget. From airports and hospitals to data centers and large-scale infrastructure, Revizto supports industry leaders in reducing risk, improving collaboration, and delivering better project outcomes. 

Built on a gaming engine, Revizto is designed to handle the scale and complexity of modern construction projects while remaining fast, reliable, and accessible across devices and environments — whether teams are in the office or on site. We are looking for a motivated and customer-focused Customer Support Specialist with experience in technical support and familiarity with Building Information Modeling (BIM) technologies to join our team.

In this role, you will be the first point of contact for Revizto users, providing high-quality Level 1 and Level 2 technical support. You will help customers troubleshoot technical challenges, resolve software-related issues, and make the most of Revizto's capabilities.

Working closely with our Development, Quality Assurance, and Customer Success teams, you will investigate and escalate complex technical cases, contribute to improving support processes, and help enhance the overall customer experience.

This position offers an opportunity to combine your technical knowledge, problem-solving abilities, and communication skills in a dynamic international environment. You will play an important role in supporting customer satisfaction, encouraging product adoption through user education and effective issue resolution, and ensuring that customers receive timely, clear, and professional assistance.

• Technical Support & Troubleshooting: Provide Level 1 and Level 2 technical support to Revizto customers and internal Customer Success teams, diagnosing and resolving software-related issues efficiently and professionally.
• Product & Industry Expertise: Develop in-depth knowledge of the Revizto platform, including its functionality, integration with CAD applications such as Autodesk Revit and Navisworks, and relevant BIM tools, workflows, and processes.
• Customer Communication: Serve as the primary point of contact for customer technical inquiries, delivering clear, accurate, and timely support primarily in English via email, with occasional phone and video calls.
• Technical Investigation & Root-Cause Analysis: Analyze application logs, reproduce reported issues, and investigate technical problems to identify potential root causes and appropriate solutions.
• Issue Escalation & Tracking: Manage technical escalations and create detailed, well-structured JIRA tasks for the Development team, ensuring that issues are accurately documented and efficiently communicated.
• Cross-Functional Collaboration: Work closely with Development, Quality Assurance (QA), and Customer Success (CS) teams to troubleshoot complex cases, coordinate resolutions, and ensure a consistent, high-quality customer experience.
• Knowledge Base & Documentation: Create, maintain, and improve knowledge base articles, troubleshooting guides, FAQs, and other support documentation to strengthen self-service resources and help users resolve common issues independently.
• Customer Experience & Product Adoption: Support customers in effectively using Revizto by providing practical guidance, explaining product functionality, and helping overcome technical challenges that may affect their experience or adoption of the platform.
• Independent Problem-Solving: Take ownership of customer inquiries, make informed decisions within your area of responsibility, and proactively identify opportunities to improve support quality and efficiency.

Requirements

• Professional Experience: At least 2 years of experience in a Technical Support, Customer Support, or similar customer-facing technical role.
• BIM & CAD Knowledge: Familiarity with Building Information Modeling (BIM) technologies and CAD software, including Autodesk Revit, Navisworks, or similar applications.
• English Proficiency: Strong written and spoken English skills, with the ability to communicate effectively with customers and internal teams. Knowledge of additional languages, particularly French, German, or Russian, is considered an advantage.
• Communication & Interpersonal Skills: Excellent communication and interpersonal abilities, including the capacity to explain technical concepts clearly, professionally, and politely, while adapting communication styles and approaches to different audiences and customer needs.
• Windows Expertise: Advanced user-level knowledge of Windows 10 and Windows 11, with the ability to navigate, troubleshoot, and work confidently within these operating environments.
• Technical Aptitude: Strong technical understanding and the ability to quickly learn, adapt to, and troubleshoot evolving software applications and technologies.
• Analytical & Problem-Solving Skills: A proactive, structured approach to investigating and resolving technical issues, including the ability to remain focused and effective under pressure.
• Customer-Oriented Mindset: A positive, professional, and service-oriented attitude, with a genuine commitment to helping customers resolve their questions and technical challenges related to Revizto.
• Adaptability & Flexibility: Ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities, and stay informed about software updates and new developments.
• Continuous Learning: Strong motivation to continuously expand technical knowledge, stay current with industry technologies, and contribute to ongoing professional and product-related development.

Preferred Qualifications

• Ticketing & Support Systems: Experience working with customer support and issue-tracking platforms such as Zendesk, JIRA, or similar tools.
• AEC Industry Knowledge: Understanding of common workflows, processes, and collaboration practices within the architecture, engineering, and construction industries.
• Knowledge Management: Previous experience creating, maintaining, or contributing to knowledge bases, technical documentation, troubleshooting guides, or other customer support resources.

• Recognised as one of Switzerland’s Best Managed Companies by Deloitte for three consecutive years from 2024 through
• Company-wide trips, including Armenia in 2023 and Switzerland in 2025, with more to come
• A flexible, employee-focused culture
• An innovative and collaborative team environment
• Great working conditions designed to support your best work

We can only accept applications from candidates based in the UK, Germany or France.