Technical Support Representative – L2

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Stratus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2001

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

Stratus is a B2B technology and consulting firm that helps property & casualty insurers and Managing General Agents modernize legacy core systems, migrate to the cloud, and transform insurance data to enable faster product launches, better analytics, and operational efficiency. It offers domain-focused services including Guidewire and Insurity implementation and optimization, cloud migration roadmaps on Azure, AI readiness and execution, data strategy and governance, application maintenance and QA, platform selection support, and on-demand IT talent via embedded delivery pods. Stratus positions itself as a high-touch partner delivering practical, people-first modernization and talent solutions for insurance technology transformation.

📋 Description

• Serve as a senior escalation point on the Service Desk for complex technical issues escalated by L1 agents and the Fin AI support agent • Own complex issues end to end and drive them to resolution • Troubleshoot advanced issues across Stratus and the Autodesk ecosystem, including Revit add-ins, BIM 360/Autodesk Construction Cloud, and Navisworks • Resolve publish/import failures, permission and access errors, and platform configuration problems • Use AI tools to diagnose error messages, search knowledge bases and ticket history, identify engineering tickets, draft customer responses, and analyze support data • Build lightweight tools, scripts, and automations to streamline troubleshooting and routine support work • Review Fin's performance, handle its escalations, and close knowledge gaps • Author and maintain knowledge base articles and internal troubleshooting playbooks • Escalate product defects to engineering with documented reproduction steps and track them through resolution • Identify recurring issues and provide customer insights to product and engineering • Mentor and support L1 agents by reviewing work and sharing techniques • Contribute to support metrics including resolution time, quality, deflection, and SLA adherence • Collaborate with support team members, developers, and product managers to resolve user challenges and drive upstream fixes

🎯 Requirements

• 3+ years in a technical support role, preferably within SaaS or Construction Tech, including experience handling escalated or Tier 2 issues • Demonstrated fluency with AI tools in a professional setting, with good judgment about their strengths, limitations, and appropriate use • Technical aptitude to build lightweight tools, scripts, or automations with AI assistance, such as Python, low-code platforms, or AI app builders • Strong problem-solving skills and a customer-first approach • Ability to independently diagnose complex, ambiguous technical issues • Ability to distill complex technical problems into clear, actionable solutions and documentation • Solid understanding of construction workflows, particularly modeling and fabrication • Working knowledge of Autodesk Revit and BIM 360/Autodesk Construction Cloud required • Navisworks knowledge is a plus • Detail-oriented with excellent organizational skills for managing and prioritizing a Service Desk queue • Strong written and verbal communication and a collaborative mindset • Comfortable thriving in a remote-first, fast-paced environment • Familiarity with MEP-specific workflows in the AEC industry is a nice to have • Experience with Service Desk/ticketing tools such as Jira Service Management, Zendesk, or Freshdesk is a nice to have • Experience with knowledge base platforms such as Confluence is a nice to have • Experience building user guides, FAQs, or troubleshooting playbooks is a nice to have • Experience improving or working alongside AI support agents, such as Intercom Fin, is a nice to have • Knowledge of BIM coordination or construction project management is a nice to have • Comfort with light data analysis, such as ticket exports and support metrics, is a nice to have • Must be eligible to work in the U.S.; eligibility is verified post-hire through E-Verify

🏖️ Benefits

• Comprehensive and competitive health benefits plan • Matching 401(k) contributions • 20 days of annual PTO • Primarily remote work • Occasional annual team on-sites