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Software Applications Analyst

Company: Bluebeam, Inc.
Location: Pasadena
Posted on: September 14, 2020

Job Description:

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected and safe and improve the lives of design and construction professionals everywhere.

*This role is a full-time, onsite position. Due to COVID-19, all new employees will be required to start work remotely until we are able to return to the office. More information will be provided in the interview process.*

Our Research, Advocacy, and Testing team - or "RAT team" is the advanced technical arm within Technical Support. We assist with technical customer escalations and are responsible to the company for ensuring that customer-reported product issues are accurately and clearly defined, verified, and assessed in scope and significance, so that Product and Development teams can make informed decisions as quickly and efficiently as possible.

As a Software Applications Analyst, you will analyze, research and help resolve technical issues in order to ensure that customer expectations and internal employees' needs are met.

You will receive cases from the Level One Support Specialist (frontline) team and verify bugs and issues are legitimate. When they are, you will help perform research to determine the cause of issues and how to replicate it. If the issue requires developer assistance, you will perform the research to assist the development team and act as a liaison between the TS and Development departments.More About the Role:

  • Triage all bugs opened by the frontline team to assure validity and completeness of data
  • Ensure accurate documentation of bugs between TS to Engineering, with regards to the problem, scope, and advocate for suggested prioritization.
  • Test complex issues escalated to you by frontline team members and determine if they should be forwarded to our QA/Eng teams or resolved within our group.
  • Analyze client environments and corrupted files to determine problems and possible resolutions.
  • Act as the TS Liaison between Engineer, QE, and PM to test and understand issues and workflows specific to customer environments including applications, utilities, hardware and networks.
  • Assist with damage control during times of system degradation or outages.
  • Set and manage internal and external customer expectations regarding the status of issues.
  • Provide trend analysis to anticipate/prevent larger issues.
  • Assist with training technical support teams on products/issues and the creation of internal support resources.
  • You will be expected to be a technical resource to our Support team and should be able to demonstrate a deep understanding of Bluebeam's core products from a usability level and a technical level. Oh yeah - you need to be able to troubleshoot them and the platforms they run on too.

    Our Ideal Candidate Has:

    • 5+ years of Technical Support, Software Engineering, or related technical product experience.
    • Bachelor's degree or equivalent professional coursework/experience required. Degree or certification in a computer-related or technical field preferred.
    • A knack for digging and investigating - always looking forward to an opportunity to go deeper to identify a problem and understand what information is needed to get to the next step.
    • Strong oral and written communication skills (both technical documentation AND customer communication). Don't forget - your deliverables will be consumed by our internal technical people.
    • Proven troubleshooting techniques and outstanding customer facing soft skills.
    • In-depth knowledge of Microsoft Windows operating systems (Win 7/Win 8/Win 10, Server) installing and uninstalling programs, registry settings, file/folder permissions, windows authentication and file access.
    • Working knowledge of standard protocols and other technologies such as Scripting, Active Directory, DNS, DHCP, SCCM, HTTPS, SSH, IIS and .NET.
    • Ability to write SQL queries and understand a SQL db.
    • Reading/understanding Code (preferably a language such as C#, Java,)
    • Experience with virtual environments (i.e. Citrix, VMware, Hyper-V, Terminal Server, Microsoft App-V)).
    • Ability to analyze data dumps and log files.
    • Working knowledge/experience of PC imaging and remote control support tools.
    • A phenomenal sense of initiative and self-motivation.
    • And there is no escaping the basics: flexible, likeable, well-presented, positive attitude, and able to work well with others and/or with ambiguity---

      If you think we just described you, please send us the following:

      • Your resume
      • A cover letter that reflects your personality and specific interest in this role and Bluebeam (be creative! Don't send us the generic one you send everyone else) - also, this is an opportunity to show your writing skills, so please proofread!

        About BluebeamThe construction industry is adopting new technology at a feverish pace. Tablets and cell phones are replacing paper blueprints, drones are surveying job sites in 3D, and cloud collaboration is changing the way teams work together. Bluebeam plays a crucial role in this transformation. The key to our success is a customer-focused approach to product development: we work with the industry to create solutions for the industry. Today, over 1.6 million people throughout the world use Bluebeam. In the US, we're a critical partner for the majority of top AEC firms, and rapidly expanding our presence globally, with offices in Sweden, Germany and the UK.

        Come design and build your future with us.

        Bluebeam is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.


Keywords: Bluebeam, Inc., Pasadena , Software Applications Analyst, IT / Software / Systems , Pasadena, California

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