Technical Solution Analyst

Description

About Beck Technology

On top of being a 5-time winner of the Best Places to Work in Dallas by the Dallas Business Journal, Beck Technology is a uniquely positioned software company creating technologies to make the world a better place to live by focusing on rethinking early-stage decision-making in preconstruction. Our products are the most successful, state-of-the-art 2D/3D integrated preconstruction suite of tools for estimating and bid leveling on the market today. We elegantly enable our clients to leverage their preconstruction data in ways never before possible. As an enterprise technology provider, our products are the backbone of our clients’ organization and have a large impact on the construction industry. Since we are a fast-growing organization, we need extremely eager people who want to deliver applications that will forever change the way our industry operates.

Our passion, our innovation, and our caring culture have afforded us enormous success and have continued to make Beck Technology an amazing place to work for over 25 years.

Along with the standard 401k matching and medical/dental/vision benefits, Beck Technology offers many unique benefits, including:

• FlexTime PTO
• Hybrid working environment - fully remote/partially remote/in-office
• Flexible working hours
• Weekly one-on-one coaching sessions
• Team bonding gatherings
• Competitive salary and benefits.
• Opportunity to work with a collaborative, growth-focused team.
• Professional development and career advancement opportunities.

Although this position is based in Dallas, Texas, we have a hybrid work environment and support flexible and full-time remote US-based team members. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time, including H-1B, STEM-OPT, or any other employer-based immigration sponsorship. This role will report to the Senior Technical Solution Specialist.  

*The preferred work schedule for this role will be 8 AM CST – 5 PM CST Monday to Friday.* 

Requirements

About the Technical Solution Analyst Role and our Ideal Candidate 

The Technical Solution Analyst role is a critical component in delivering exceptional support and service to our clients. We are looking for a technically oriented person that exceeds the highest standards of accuracy and quality based on established systems, technologies, and guidelines. This position is part of a multi-disciplinary team of software engineers, sales, marketing, and implementation professionals who work collectively to ensure the success of our clients including our internal teams. This candidate will be responsible for the implementation of technical solutions needed to support our DESTINI Suite of Products. The candidate will be able to see the big picture, understand the finer details, and will have a strong commitment to efficiently achieve high-quality results solving problems while retaining ownership of cases, and proactively following up with clients with updates until a resolution is reached.? 

What will you do? 

Job Duties and Responsibilities: 

• Respond to client support requests through approved channels and prioritize tickets based on urgency, business impact, and service expectations. 
• Manage assigned support cases from initial contact through resolution, maintaining ownership and providing clients with clear, timely updates. 
• Diagnose and resolve application, configuration, user access, data, database, integration, authentication, and environment-related issues affecting the DESTINI suite of products. 
• Conduct remote troubleshooting sessions with clients using online meeting and connectivity tools, clearly explaining findings, solutions, workarounds, and next steps. 
• Use SQL and approved support tools to investigate issues, validate data, identify root causes, and confirm resolutions. 
• Assist with user setup, application configuration, permissions, and supported hosted, cloud, and on-premises environments by following established procedures. 
• Document ticket details, troubleshooting steps, client communications, root causes, and resolutions accurately in the support system. 
• Escalate confirmed defects, service incidents, and complex technical issues with complete reproduction steps, supporting evidence, business impact, and troubleshooting history. 
• Collaborate with Support, Customer Success, Implementation, Product, and Engineering teams to resolve escalated issues and improve the client experience. 
• Create and maintain knowledge base articles, troubleshooting guides, videos, and other self-service resources for clients and internal teams. 
• Identify recurring support issues, documentation gaps, and workflow improvement opportunities, and share actionable recommendations with the appropriate teams. 
• Maintain current product and technical knowledge through training, collaboration, and hands-on troubleshooting while protecting client information and following company security practices. 

30–60–90 Day Performance Expectations 

Within 30 Days: 

• Complete 100% of required onboarding, security, compliance, and introductory product training by assigned deadlines. 
• Meet with the manager to establish role-specific objectives and measurable goals for the next 60 days. 
• Demonstrate working knowledge of department processes, support systems, ticket priorities, escalation paths, and documentation standards. 
• Shadow designated team members and participate in support workflows and client calls appropriate to the onboarding stage. 
• Begin handling basic or frequently asked support requests with guidance, documenting all required case details and next steps. 
• Acknowledge and triage at least 90% of assigned onboarding tickets within the response targets established for their priority level. 

Within 60 Days: 

• Continue assigned application and technical training and demonstrate progress through manager-approved assessments or practical application. 
• Participate in support calls, Customer Success meetings, and working sessions relevant to assigned products and clients. 
• Manage routine support cases with limited guidance and provide documented updates on all active client cases at least once each business day, unless another schedule is agreed upon. 
• Maintain complete and current records for at least 95% of assigned tickets, including troubleshooting, communications, status, and next steps. 
• Demonstrate the ability to document and escalate defects and enhancement requests with reproduction steps, supporting evidence, business impact, and troubleshooting history. 
• Complete supervised user and environment setup tasks for supported hosted, cloud, or on-premises environments in accordance with established procedures. 
• Establish an assigned technical specialty and an agreed development plan with the manager. 

Within 90 Days: 

• Manage assigned support cases with minimal supervision while meeting team response, follow-up, resolution, and escalation targets on at least 90% of cases. 
• Resolve at least 80% of assigned routine cases without rework or avoidable escalation, with results evaluated in context of case complexity and assignment level. 
• Conduct client troubleshooting meetings independently for appropriate issues and clearly communicate findings, solutions, workarounds, and next steps. 
• Complete all assigned application training and demonstrate proficiency in the primary area of responsibility. 
• Create or substantially update at least one approved knowledge article, troubleshooting guide, or self-service resource. 
• Maintain an average client satisfaction rating of at least 4.5 out of 5 when survey volume is sufficient for meaningful measurement. 
• Complete a 90-day performance review with the manager, identify improvement opportunities, and establish measurable quarterly objectives for continued success. 

Beck Technology is committed to creating a diverse and inclusive work environment. We are proud to be an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Join our team at Beck Technology - where a diverse group of talented people do their best work!