Senior Technology Analyst - Business Lifecycle Solutions Tier II Support

Senior Technology Analyst - Business Lifecycle Solutions (Tier II Support)

Corporate, IT

Remote, United States

• ID: 5960
• Full-Time/Regular

Position Summary

The Sr. Technology Analyst - Tier 2 Support provides advanced technical support for Revit and other BLS-supported applications. This role investigates complex and unfamiliar issues, identifies root causes, resolves problems when possible, and coordinates escalations with internal teams and software vendors when additional support is needed. The analyst also supports application testing, documents technical solutions, identifies recurring issues, and stays current with industry standards, technology changes, and support practices that may impact Southland.

The primary focus of the Sr. Technology Analyst - Design Technology Support on the Business Lifecycle Solutions Support (BLSS) team is to provide advanced Tier 2 technical support for the design and engineering applications used by Southland''s engineers, detailers, and VDC teams. Revit will be a primary focus of this position, along with applications such as Navisworks, Naviate, AutoCAD, Autodesk Forma, and other design and engineering tools used across the business. This person should be comfortable receiving a technical issue they have not seen before and knowing where to start. They will investigate errors, ask the right questions, reproduce issues when possible, test potential causes, and work through the problem until they identify a resolution or determine the appropriate next step. Examples may include a Revit model that suddenly will not open, an add-in that stopped working after an update, a Navisworks coordination issue, unexpected application performance, or a problem that only affects certain users or projects. The analyst works closely with ITSM Support, Design Technology teams, IT, software vendors, and end users to resolve technical issues, identify recurring problems, document known solutions, and improve how design technology issues are supported across Southland. This position requires strong hands-on Revit experience, working knowledge of other major design applications, technical curiosity, and the ability to troubleshoot unfamiliar problems without relying on a predefined solution.

Position Details

Advanced Revit & Design Technology Support

• Serve as a Tier 2 technical support resource for Revit and other BLS-supported applications, including Navisworks, Naviate, AutoCAD, Autodesk Forma, and related tools
• Independently troubleshoot complex or unfamiliar application issues by gathering information, reproducing problems, reviewing configurations and environments, testing potential causes, and determining the appropriate resolution or next step
• Investigate issues involving models, worksharing, application performance, add-ins, software versions, user settings, permissions, configurations, and other application or environment-related factors
• Work directly with users to understand the issue and resolve it when possible; when escalation is required, provide internal teams or vendors with clear troubleshooting history, error information, affected users/projects, and business impact

ITSM & Technical Escalation

• Own assigned Tier 2 tickets through resolution or escalation, clearly documenting troubleshooting, findings, and outcomes
• Partner with ITSM Support to define Tier 1 troubleshooting expectations, escalation requirements, and information needed before Tier 2 involvement
• Provide technical guidance to Tier 1 support and share knowledge that helps resolve issues earlier in the support process
• Escalate complex application issues to Autodesk or other software vendors and work with them through resolution.
• Identify recurring issues and recommend changes to configurations, processes, documentation, training, or support procedures

Application Testing & Support Readiness

• Support testing for application upgrades, patches, add-ins, configuration changes, and new functionality before broader deployment
• Test compatibility, application behavior, performance, and reported issues across versions, users, projects, or environments
• Partner with BLS application teams and technical users to identify potential support impacts before changes are released
• Support pilots and help identify documentation, training, known issues, and support needs before applications or major changes move into ongoing support

Technical Knowledge & Documentation

• Document troubleshooting steps, known issues, workarounds, and resolutions so recurring problems can be resolved more efficiently
• Create technical ITSM knowledge and partner with Knowledge Governance to turn technical findings into reusable support documentation that follows established standards
• Share technical knowledge with ITSM Support and other team members to improve Tier 1 resolution and reduce unnecessary Tier 2 escalations

Collaboration, Problem Management & Industry Awareness

• Work with BLS application teams, ITSM Support, IT teams, Autodesk, and other vendors to investigate issues that cross application and technology boundaries
• Identify patterns across support tickets and help determine root causes and opportunities to prevent recurring issues.
• Communicate technical findings clearly to technical and non-technical users, including what was found, what was tried, and what needs to happen next
• Stay current with relevant industry standards, Autodesk technology changes, application updates, and support practices that may affect Southland''s technology environment
• Share relevant technical trends, product changes, and recurring issues with BLS teams to support future application and support improvements

Qualifications

• 5+ years of experience supporting or using technical applications in an engineering, construction, VDC, BIM, design technology, or similar environment, including significant experience troubleshooting Revit
• Advanced working knowledge of Autodesk Revit, including models, worksharing, settings, performance, add-ins, upgrades, and common technical issues
• Working knowledge of applications such as Navisworks, Naviate, AutoCAD, Autodesk Forma, and related tools, with the ability to learn additional applications
• Demonstrated ability to independently troubleshoot unfamiliar technical problems, isolate potential causes, test solutions, and determine the appropriate resolution or escalation
• Working understanding of how engineering, detailing, VDC, BIM, and construction teams use technology to support project delivery
• Experience working in an ITSM/ticketing environment and documenting troubleshooting and technical resolutions.
• Strong communication skills with the ability to work directly with users, technical teams, and vendors and explain findings clearly
• Ability to manage multiple technical issues and prioritize work based on business and project impact
• Ability to stay current with relevant industry standards, application changes, and emerging technologies that may affect supported applications or workflows

Benefits

As a 100% employee-owned company, we offer a comprehensive benefits package for you and your family:

• 401(k) plan with 50% company match (no cap) and immediate 100% vesting
• Medical, dental, and vision insurance (100% paid for employee)
• Annual bonus program based upon performance, achievement, and company profitability
• Term life, AD&D insurance, and voluntary life insurance
• Disability income protection insurance
• Pre-tax flexible spending plans (health and dependent care)
• Paid parental leave
• Paid holidays, vacation, and personal time
• Training/professional development opportunities and company-paid memberships for professional associations and licenses
• Wellness benefits

About Southland Industries

As one of the nation's largest MEP companies, Southland Industries is built on the foundation of great people. Since 1949, we have put our people first, enabling growth, professional achievement, and innovation. If you want to join a fast-paced environment where you're engaged, challenged, and valued, apply now to join our dynamic team.

To learn more about careers at Southland, explore our career opportunities, follow us on social media, and check out our website.

Southland Industries and all its subsidiaries are an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing our employees with a safe work environment free of discrimination and harassment. All employment decisions at Southland Industries are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, gender, national origin, ancestry, age, disability, medical condition, marital status, family care or medical leave status, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Southland Industries will not tolerate discrimination or harassment based on any of these characteristics.

Pay: Final pay is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. For (Colorado/New York City/California/Washington/Maryland/Virginia/DC) this ranges from $95,000.00 - $120,000.00 plus annual incentive, benefits, and retirement program as outlined above.

Contingent Employment: All employment offers are contingent upon successful drug tests, background checks, and professional reference checks. Roles that include driving as an essential job duty will be required to have a successful Motor Vehicle Record check (MVR). We are not able to offer sponsorship of employment at this time.

External Agency Announcement: Its Southland Industries'' policy not to accept candidate submissions from recruiting agencies without an active and authorized work order. Candidate ownership can only be established after a bona fide work order is issued by a member of the Southland Industries Talent Acquisition team and the candidate is appropriately submitted through our Applicant Tracking System (ATS).