Customer Support Technology Manager

Graphisoft empowers teams to design great buildings through award-winning software solutions, learning programs, and professional services for the AEC industry. Our award-winning products and solutions support OPEN BIM for workflow transparency, longevity, and data accessibility for built assets. Archicad, the architects' BIM software of choice, offers a complete end-to-end design and documentation workflow for architectural and integrated architectural and engineering practices of any size. BIMx, the most popular mobile and web BIM app, extends the BIM experience to include all stakeholders in the building design, delivery, and operations lifecycle. BIMcloud, the AEC industry's first and most advanced cloud-based team collaboration solution, makes real-time collaboration possible across the globe regardless of the size of the project and the speed or quality of the team members' network connection. DDScad solutions support users with intelligent Mechanical, Electrical, and Plumbing (MEP) design tools, integrated calculations, and comprehensive documentation of all building system disciplines. Graphisoft is part of the Nemetschek Group. To learn more, visit

We are looking for a Customer Support Technology Manager who will be responsible for implementing, supporting, and optimizing AI-driven tools and support processes within the global Customer Support organization. This role focuses on technical integration, process efficiency, and continuous improvement to enable a globally universal, omnichannel support model for direct sales of subscription products. The position collaborates closely with cross-functional teams, drives ongoing system enhancements, and ensures seamless operation of AI-powered customer support workflows.

Responsibilities:

• Design, develop, and maintain advanced workflows and automations within ticketing and support systems using scripting, API integrations, triggers, and macros.
• Act as a technical expert for troubleshooting, diagnosing, and resolving complex system and integration issues, including root cause analysis and remediation.
• Evaluate, test, and implement new AI-driven support technologies (e.g., intelligent routing, chatbots, AI assistants), assessing the impact on existing products.
• Oversee data exchange and synchronization between ticketing system, knowledge base, and CRM platforms, ensuring data integrity and security.
• Develop and maintain technical documentation, architecture diagrams, and best-practice guides for support system configuration, AI integrations, and process automations.
• Ensure compliance with data privacy, access management, and security standards across all technical implementations.
• Lead the technical evaluation, proof-of-concept, and implementation of AI-enabled tools and workflows into the Customer Support operations.
• Collaborate with other missions, including Information and Product Success to ensure robust, scalable integrations between AI solutions and existing systems.
• Analyze the performance of AI-driven workflows, provide actionable feedback for iterative improvement, and proactively identify new automation opportunities
• Utilize advanced analytics to monitor and assess support workflows, identifying bottlenecks and technical obstacles.
• Recommend and implement technical solutions to optimize response times, increase resolution efficiency, and reduce repetitive manual work.
• Support the development of KPI dashboards and reporting to track the effectiveness of automation and AI tool effectiveness.

Requirements:

• Extensive hands-on experience with configuration, administration, and automation of ticketing and support process systems (e.g., Zendesk).
• Proven expertise in API integrations and scripting (e.g., JavaScript, Python)
• In-depth knowledge of customer support processes, best practices, and industry trends.
• Advanced knowledge with AI technologies and their application in customer support operations.
• Strong analytical skills with the ability to leverage data to drive insights and decision-making.
• Experience in analyzing large data sets and support KPIs to drive technical optimization.
• Strong understanding of CRM systems, ticketing systems, and knowledge management tools.
• Solid understanding of omnichannel support models and their implementation.
• Fluent in English (written and spoken).

Attributes:

• Strong technical curiosity and a drive for continuous improvement.
• Excellent problem-solving and critical-thinking abilities.
• Effective communicator, able to translate complex technical concepts for diverse audiences.
• Detail-oriented with a focus on accuracy and quality.
• Proactive, self-motivated, and committed to ongoing process.
• Collaborative and open to feedback.
• Ability to adapt to a fast-paced and evolving environment.
• Customer-centric mindset with a passion for delivering exceptional support experiences.