Global Customer Support Engineer

Job Description

About the role

Help customers get clear, practical answers to complex engineering software questions. In this customer support role at ALLPLAN, a Nemetschek company, you’ll bring your structural engineering knowledge to technical enquiries and work closely with Product Management and Development to resolve them. You’ll also share your expertise with support colleagues, create useful guidance and test new features, helping customers understand the software and bringing their feedback into product development. This role can be performed remotely from anywhere in Germany or on a hybrid basis for those located near our offices in Munich, Stuttgart, or Dresden.

Your responsibilities

• Provide technical support to customers and prospects using FRILO, DC Software, SCIA or ALLPLAN
• Resolve and document complex customer and sales partner enquiries independently in Dynamics and Salesforce, analyzing data in depth when needed
• Collaborate closely with Product Management and Development to address customer issues
• Mentor junior and fellow Support Engineers to help develop their expertise
• Create and maintain regional knowledge base articles, how-to guides and videos
• Test new features to understand their functionality for customers and share feedback with the product development team

Qualifications

• Sound experience in structural foundation design, groundworks, and geotechnical calculations
• Bachelor’s or master’s degree, preferably in Civil Engineering; candidates without a degree will also be considered if they demonstrate exceptional industry and software knowledge and experience
• Initial experience in IT support or CAD software applications
• Knowledge of Building Information Modelling (BIM), including its future demands and standards
• Hands-on experience in 2D or 3D CAD drafting using applications such as FRILO, DC Software, SCIA or Sofistik
• Strong communication and problem-solving skills, with the ability to explain complex topics clearly
• Approachable, collaborative mindset and a customer-focused, solution-oriented approach
• Fluency in German and English, both written and spoken

Additional Information

#Allplan

#LI-Remote

#LI-KW1 

Diversity, equal opportunity and inclusion are essential parts of our company culture and key drivers of our collective success. We therefore welcome applications from people of all genders (m/f/d), nationalities, ethnic and social backgrounds, religions and beliefs, sexual orientations and identities, age groups, and people with disabilities. Regardless of marital status or any other legally protected characteristic, we provide equal employment opportunities for all.

Applicants with severe disabilities and persons with equivalent status will be given preferential consideration in the event of equal qualification. If you wish, you may voluntarily provide information about a disability or equivalent status during the application process.

Vielfalt, Chancengleichheit und Inklusion sind wesentliche Bestandteile unserer Unternehmenskultur und unseres gemeinsamen Erfolgs. Deshalb begrüßen wir Bewerbungen von Menschen aller Geschlechter (m/w/d), Nationalitäten, ethnischen und sozialen Herkünfte, Religionen und Weltanschauungen, sexuellen Orientierungen und Identitäten, Altersgruppen sowie von Menschen mit Behinderungen. Unabhängig von Familienstand oder sonstigen gesetzlich geschützten Merkmalen bieten wir gleiche Beschäftigungschancen für alle.

Schwerbehinderte Bewerberinnen und Bewerber sowie diesen gleichgestellten Personen werden bei gleicher Eignung bevorzugt berücksichtigt. Wenn Sie möchten, können Sie uns im Bewerbungsprozess Informationen zu einer Schwerbehinderung oder Gleichstellung freiwillig mitteilen.