Global Software Support Specialist Software is an important pillar of our portfolio offerings. For a professional user experience, SW support team plays a crucial role in assuring customer satisfaction and success by providing top-tier technical support. We are organized as a 4-tier support level structure with markets and regions positioned at level 1,2 & 3 respectively. As a 4th level (Global) SW Support Specialist you would work closely together with our decentralized 1st and 2nd level support teams, resolve all escalated customer questions & technical issues, ensure timely customer response for all support requests, collaborate with product development teams and analyze the ticket base for product improvement recommendations. Your Civil engineering knowledge and competence would provide an extra edge to understand the customer pain-points and provide better resolutions enhancing overall customer experienceWhat You'll do Hilti Fastening and Protection Solutions offer engineering design and contractor productivity software solutions for professional construction business. In this role you partner with Business Units, Competence Centers, Regions, Markets, Global IT and Digital Marketing to provide competent support for such software to our customers, our external and internal user base. You ensure timely resolution of customer support requests, attend to incidents and persistently seeing each issue through to resolution, troubleshoot software access, management, how-to, engineering and technical support issues, follow and iterate on bug, product improvements, and feature-request reporting procedures. In addition, you gather and report on customer feedback trends to improve the software product, identify opportunities to enhance support processes, coach lower-level support teams towards fast and proficient incident resolution and process.What You’ll Bring You are someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies, where a job title is not considered a final destination but the starting point.What’s In It for You At Hilti, we believe in developing talent from within, providing opportunities to explore different roles and gain global exposure. You’ll have the chance to experience diverse functions, tackle new markets, and find the perfect fit for your ambitions. Your career journey will be dynamic, exciting, and aligned with your goals.You'll work in an environment that values excellence, inclusivity, and collaboration. Your unique perspective will be welcomed, and together with your team, you'll achieve extraordinary outcomes. Beyond career development, enjoy our vibrant work environment in Pune, featuring a modern cafeteria with healthy dining options, table tennis, foosball tables, and a variety of games for your downtimeWhy Hilti Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.Commitment to Inclusion At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.
