Technical Support Rep

Job Description
MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation. Learn more at www.mii.com.
Summary
MiTek is looking for an experienced Truss Designer who is interested in learning developing software skills to join our Technical Support team. In this role you would be responsible for providing technical assistance to customers and internal users in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite. Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone or remotely. Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs and system behavior.
Job Responsibilities & Requirements
What You'll Be Doing

• Receive incoming customer issues in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite and help the customer resolve those issues by:
  • Researching previous customer issues within call tracking system
  • Developing a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue.
  • Contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, SQA, and Developers.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with use of CRM and Test Track
  • Research open, unsolved, and complex customer issues
  • Develop a training curriculum, assemble training materials, construct, and maintain a set of data for training and hold training classes
  • Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees
  • As needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolve
  • When needed works directly with Product Management and Software Development as part of decision-making team to ensure proper correction of defects and implementation of enhancements into the software

Education and/or Experience

• Experience in building/framing industry experience
• Experience with CAD or other 3D Modeling software is a plus
• Familiar with all MiTek proprietary software including, but not limited to, MiTek Suite, Engineering, SAPPHIRE Structure, and MBA
• Must have strong communication and customer service skills. Need to be able to communicate effectively, both verbally and written, while assisting customers over the phone, email or in person
• Ability to interact at a high level of professionalism

MiTek Perks

• Flexible Paid Time Off - take as much time off as you need!
• Benefits that begin on Day 1!
• Profit Sharing Plan and Annual Incentive Plan
• 13 Paid Holidays
• 401k Plan with Matching Contributions
• Paid Parental Leave
• A variety of Medical, Dental and Vision Plans to choose from
• Short-Term Disability Coverage, Long-Term Disability Coverage and Life Insurance
• Tuition Reimbursement
• Career advancement and training opportunities!

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.
We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.
For accommodation to assist with completing this application, please contact Human Resources at +1 314-434-1200.
www.mii.com