At Newforma, you'll help shape the future of project information management for architects, engineers, and contractors worldwide.
Join a team that's trusted by over 1,500 firms to simplify how they work.
Together, we're creating tools that connect people to the information they need, faster and smarter.
Let's build something outstanding.We are looking for a Technical Support Analyst II who will identify, troubleshoot and resolve product and technical issues for all Newforma software products including on-premise enterprise, hosted solutions (Cloud) and mobile applications.
This role analyzes the issue to determine if it is functioning "as designed" or appears to be a product defect, seeks to identify workarounds when standard procedures have failed, and escalates cases to Tier 3 as necessary under specified criteria, constantly seeking to ensure customers are informed of progress and issues are resolved in a timely fashion.
This may involve swarming techniques that engage other team members and managers for assistance as necessary.The Technical Support Analyst II is familiar with standard troubleshooting concepts, practices, and procedures and relies on experience and judgment to plan and accomplish goals.
This role is also responsible for updating individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles from solutions to cases.This position will require some off hour activity to support the customer base during off business hours (less than 10%) and travel for company events (less than 10%).
In this role, your responsibilities will include:Ability to manage Incoming cases via email, phone and CHAT.Monitor the inbound case queue using the Salesforce Service Cloud platformSupport customers with installation, upgrade, and configuration of Newforma products across on-prem and cloud environmentsTroubleshoot and resolve deployment-related issues, including server configuration, networking, authentication,



and dependenciesValidate customer environments against deployment prerequisites and best practicesCollaborate with Services and Technical Consultants on implementation and upgrade activities when requiredUse AI-assisted tools effectively as part of diagnosis and knowledge base workDetermine if customer issue is already addressed with existing Knowledgebase article, Help topic, video tutorial, etc.Schedule and conduct TeamViewer sessions with customers to resolve in-depth technical issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.Interact within the Tier 2 group as needed for swarming process for new or unknown situationsLocate, review and analyze submitted crash reportsAttempt to duplicate suspected defects in VM lab environmentDetermine if existing issue relates to known defect currently being tracked in the JIRA databaseMonitor aging cases and escalate as necessary based on predefined rulesInteract with Tier 3 for warm transfer process with a fully documented case including all background information gathered during customer interactionsInteraction with Account Managers/Sales to provide feedback and insight on cases that are being managedInteract with Tiers 2, 3, QA, Product Management, development, etc., as needed to gain further knowledge around issues that are being managedOngoing interaction and training within the support Virtual Machine environmentOngoing education, general research to help with future resolution of customer issuesEvaluate ways to improve and prevent future issuesCreate content and document Knowledgebase articlesReview Knowledgebase articles for technical accuracy based on case issuesBe aware and help provide support in a multi-region environment.Attend individual growth, peer,



support/services and development meetings as required.Requirements for the position include:3-5 years Help Desk and/or Customer Service experienceAbility to understand and diagnose software product and support issuesAvailable for off hours and weekend coverageExperience with CRM Case Management platforms such as Salesforce Service CloudExperience troubleshooting Windows Servers, Windows Web servers and Desktop Operating systemsKnowledge of Microsoft Azure Active DirectoryMobile application troubleshooting skillsProven analytical and problem solving abilitiesAmazon Web Services experience helpfulExperience supporting MySQL or other databases highly desirableCS degree and/or equivalent experienceMid-level knowledge of LAN networking and distributed (client/server) computing environments.Firewall, Router, VPN, WAN, and Anti-virus configuration and support experienceExperience in Microsoft Outlook and Exchange system administrationActive Directory and network security knowledgeExperience working in a team-oriented, collaborative environmentNice to have qualification for this position include:Prior AEC Industry background or Newforma experienceAbility to absorb and retain information quicklyHighly self-motivated and directed with a high level of attention to detail.Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environmentExceptional customer service orientationAbility to communicate clearly, courteously, and professionally to non-technical individualsEffective use of AI assistants (e.g. Microsoft Copilot) to accelerate troubleshooting, research and documentationWhy Work at Newforma?
Purpose-driven work: Help professionals in the AECO industry solve real-world challenges.Global impact: Our tools are used on over 16 million projects worldwide.Collaborative culture: Work alongside talented teammates who value your input.Room to grow: We support your career development through learning opportunities and mentorship.Innovation at its core: Be part of a company that's always evolving to meet industry needs.QualificationsSkillsRequiredCRM SoftwareExpertOrganizational SkillsExpertTime ManagementExpertBehaviorsPreferredDetail OrientedDetail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
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📌 Tech Support Analyst Ii — Cloud & On-Prem Troubleshooting (Sydney)
🏢 Newforma
📍 Sydney