Software Support Specialist

Job title

Software Support Specialist

What’s the role?

Software is an important pillar of our portfolio offerings. For a professional user experience, SW support team plays a crucial role in assuring customer satisfaction and success by providing top-tier technical support. We are organized as a 4-tier support level structure with markets and regions positioned at level 1,2 & 3 respectively. As a 4th level (Global) SW Support Specialist you would work closely together with our decentralized 1st and 2nd level support teams, resolve all escalated customer questions & technical issues, ensure timely customer response for all support requests, collaborate with product development teams and analyze the ticket base for product improvement recommendations. Your Civil engineering knowledge and competence would provide an extra edge to understand the customer pain-points and provide better resolutions enhancing overall customer experience.

Who is Hilti?

If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software, and services for the global construction industry, and beyond. At Hilti strong customer relationships create solutions that build a better future, where there is pride and a sense of belonging across our 120 global locations. It’s where people explore possibilities, leverage their potential, own their personal development, and grow lasting careers.

What does the role involve?

Hilti Fastening and Protection Solutions offer engineering design and contractor productivity software solutions for professional construction business. In this role you partner with Business Units, Competence Centers, Regions, Markets, Global IT and Digital Marketing to provide competent support for such software to our customers, our external and internal user base. You ensure timely resolution of customer support requests, attend to incidents and persistently seeing each issue through to resolution, troubleshoot software access, management, how-to, engineering and technical support issues, follow and iterate on bug, product improvements, and feature-request reporting procedures. In addition, you gather and report on customer feedback trends to improve the software product, identify opportunities to enhance support processes, coach lower-level support teams towards fast and proficient incident resolution and process.

Interesting fact about the department[ZO1]

CAREER - Our global head office is a multicultural workplace extraordinaire, with 65 different nationalities working with a shared set of values and mindset. More than 200’000 engineers around the world rely on our SW offering when designing structural fastening and fire protection solutions.

Our business unit “Fastening & Protection Solutions” was set up in July 2020 merging Software and Services. The aim was to strengthen our solution orientation by interlinking SW & services and becoming a productivity partner for our customers in our core applications end to end. The Global SW Support team (F&PS) was set up in June 2023 with an objective to provide top-tier technical support to users seeking professional experience. We aspire to make a positive impact in the overall customer experience who are using our Software and products.

What do we offer?

At Hilti, we believe in developing talent from within, providing opportunities to explore different roles and gain global exposure. You’ll have the chance to experience diverse functions, tackle new markets, and find the perfect fit for your ambitions. Your career journey will be dynamic, exciting, and aligned with your goals.

You'll work in an environment that values excellence, inclusivity, and collaboration. Your unique perspective will be welcomed, and together with your team, you'll achieve extraordinary outcomes. Beyond career development, enjoy our vibrant work environment in Pune, featuring a modern cafeteria with healthy dining options, table tennis, foosball tables, and a variety of games for your downtime

Why should you apply?

About you: You are someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies, where a job title is not considered a final destination but the starting point.

What you need is

· You hold a master’s degree in Structural Engineering/Construction Industry or equivalent

· You have 3+ years hands on experience in software like STAAD.Pro, RSTAB, Tekla, SAP2000 etc for modular support systems design and have worked/ consulted users in the market to use the software

· You convince people with your excellent verbal and written communication skills, paired with great analytical thinking

· You are passionate about customer satisfaction, thrive on solving problems, meticulous and detail oriented in your tasks, constantly seeking excellence through learning and growth

· You are fluent in English language (additional languages are an asset)

· You bring a global perspective, enjoy collaborating across cultures and functions, and are interested in developing your career within the organization, including potential regional or international opportunities