Technical Support Representative L2

Qualifications

• 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—and a genuine interest in working alongside AI to do the job better.
• Technical aptitude to build lightweight tools, scripts, or automations with AI assistance (e.g., Python, low-code platforms, or AI app builders) that the support team can use to troubleshoot and streamline their work.
• Strong problem-solving skills and a customer-first approach, with the ability to independently diagnose complex, ambiguous technical issues.
• Ability to distill complex technical problems into clear, actionable solutions and documentation for both customers and colleagues.
• Solid understanding of construction workflows, particularly modeling and fabrication.
• Working knowledge of Autodesk tools—Revit and BIM 360/ACC required; Navisworks 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 for working within a remote-first team.
• Comfortable thriving in a remote-first, fast-paced environment.

Nice to Have

Benefits

• Comprehensive and competitive health benefits plan.
• Matching 401(k) contributions.
• 20 days of annual PTO.
• Primarily remote work with occasional annual team on-sites.
• E-VERIFY STATEMENT Stratus participates in E-Verify. After you join the team, we'll verify your eligibility to work in the U.S. by submitting information from your Form I-9 to the Social Security Administration and, if needed, the Department of Homeland Security. This process happens post-hire only — we never use E-Verify to pre-screen applicants. E-Verify Notice Right to Work Notice
• Stratus, derived from the Latin term meaning "layer," delivers an advanced suite of MEP -specific solutions that seamlessly layer across a contractor's entire workflow—from design to fabrication to installation. Through deep partnerships with some of the most innovative and largest MEP contractors, we've crafted Stratus tools to digitize, automate, and optimize piping, plumbing, sheet metal, and electrical contracting workflows. Stratus provides the software layer MEP contractors need to maximize profits through true "Data Driven Contracting."