What are the responsibilities and job description for the Customer Support Specialist position at Genia?
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Customer Support Specialist
Los Angeles, CA, USA
Responsibilities
We are looking for a Customer Support Specialist with a background in Civil Engineering to serve as the primary bridge between our technology and our users. In this role, you will not just answer tickets; you will actively engage our community of engineers and designers, ensuring they get the most value out of our platform. You will manage communications across all channels—email, social media, and our active Discord server—providing technical guidance and building strong relationships with our clients.
Qualifications
Submit your resume and a brief note on your background in residential construction sales to hr [at] genia.design.
We look forward to working with you soon!
Ready to Augment Your Structural Design
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US Headquarter
145 S. Fairfax Avenue,
Los Angeles, CA 90036
Singapore Office
160 Robinson Road, SBF Center,
Singapore 068914
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Customer Support Specialist
Los Angeles, CA, USA
Responsibilities
We are looking for a Customer Support Specialist with a background in Civil Engineering to serve as the primary bridge between our technology and our users. In this role, you will not just answer tickets; you will actively engage our community of engineers and designers, ensuring they get the most value out of our platform. You will manage communications across all channels—email, social media, and our active Discord server—providing technical guidance and building strong relationships with our clients.
- Act as the first point of contact for user inquiries across email, social media platforms, and Discord.
- Leverage your civil engineering background to understand technical user problems, troubleshoot complex issues, and provide accurate, high-quality solutions.
- Proactively engage with the community on Discord and social media to foster a helpful and vibrant user environment.
- Triage and escalate technical bugs or feature requests to the Product and Engineering teams with clear, detailed documentation.
- Create and update knowledge base articles, FAQs, and video tutorials to help users self-serve.
- Monitor user sentiment and gather feedback to help shape the future roadmap of the product.
- Maintain a high response rate and ensure a consistent, professional, and empathetic tone in all interactions.
Qualifications
- Bachelor’s degree in Civil Engineering, Structural Engineering, or Architecture.
- Strong technical understanding of engineering workflows, CAD software, or BIM tools.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts simply.
- Ability to multitask and manage inquiries across multiple fast-paced channels simultaneously.
- High empathy and patience when dealing with user frustrations.
- Previous experience in customer support, technical support, or community management for a SaaS or technical product.
- Familiarity with support platforms (e.g., Intercom, Zendesk) and community tools (e.g., Discord, Slack).
- Experience creating technical documentation or educational content for users.
Submit your resume and a brief note on your background in residential construction sales to hr [at] genia.design.
We look forward to working with you soon!
Ready to Augment Your Structural Design
Design Now
How It Works
10x
Faster Detailed design
20%
Less construction materials
40%
Less human errors
200
Trusted structural engineering firms
US Headquarter
145 S. Fairfax Avenue,
Los Angeles, CA 90036
Singapore Office
160 Robinson Road, SBF Center,
Singapore 068914
Product
How It Works
How It Works
Pricing
Pricing
Product Updates
Product Updates
Resources
Customer Stories
Customer Stories
Knowledge Center
Knowledge Center
Design Methods
Design Methods
Find AI Engineer
Find AI Engineer
Structural Audit
Structural Audit
Company
About Us
About Us
Careers
Careers
News
News
Contact Us
Contact Us
© 2026 Genia Engineering, Inc. All Rights Reserved
Privacy Policy
Terms of Services