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Job Description We are seeking a highly skilled Associate Technical Lead with expertise in technical troubleshooting, client support, and SaaS products . This client-facing role is critical in delivering exceptional technical solutions for our Archibus product , ensuring system reliability and operational continuity. If you have strong technical expertise, problem-solving abilities, and can effectively communicate with both technical and business stakeholders, we’d love to hear from you!

As an Associate Technical Lead, you will be responsible for providing Tier 2 technical support , resolving complex issues , and collaborating across departments to deliver solutions efficiently. You will be hands-on with databases, cloud technologies, and web development , while also mentoring team members and optimizing live system performance. You will be supporting clients on the west coast and will need to be available to work 8am-5pm PST.

Technical Troubleshooting & Issue Resolution – Address complex technical challenges in Archibus to ensure client satisfaction. Cross-Functional Collaboration – Work closely with teams across Technical Support, Cloud Operations, Development, and Professional Services to resolve issues effectively. Client Engagement & Support – Partner directly with customer and partner teams to facilitate smooth issue resolution.

Product Support & Enhancements – Identify patterns in technical challenges and proactively optimize product performance. Performance Optimization & Live Monitoring – Ensure system reliability with proactive tracking and fine-tuning. Innovative Problem Solving – Apply creative thinking to develop effective solutions for technical challenges.

Clear Technical Communication – Convey complex technical concepts to both technical teams and business stakeholders. Training & Documentation – Share knowledge internally, document best practices, and mentor team members. Bug Identification & Submission – Identify, document, and escalate software bugs for advancement to the Engineering team.

Contribute to Engineering Hackathons – Bring fresh ideas and contribute to key initiatives. 5+ years of experience supporting SaaS software – Expertise in troubleshooting and resolving technical issues. Advanced product knowledge – Strong understanding of Archibus and SaaS platform functionalities.

Moderate experience with SQL Server, Azure, SSO, SAML, APIs – Ability to navigate complex technical environments. js, Java, XML, and CSS. Cloud & Security Expertise – Experience with SAML, SCIM, AWS, Azure, Apache Tomcat.

DevOps & CI/CD Knowledge – Familiarity with GitLab, GitHub, Agile methodologies, and automated deployment practices. Diagnostic & Analytical Skills – Strong troubleshooting abilities to resolve technical challenges efficiently. Excellent Communication – Ability to articulate technical concepts clearly to both technical and non-technical audiences.

Standard working hours are 8:00 AM to 5:00 PM Pacific Time; availability during this window is required.

Preferred Qualifications

: Cloud Operations Expertise – Background in Site Reliability Engineering or Cloud Operations. Security Protocol Knowledge – Strong grasp of identity management and security protocols. AutoCAD & Building Systems – Familiarity with AutoDesk AutoCAD and Revit for troubleshooting building and floor plan issues.

FedRAMP Compliance Experience – Supporting FedRAMP-compliant products.