Job Summary:
First-line technical support for AutoCAD and Diversified's custom CAD toolset (DIVACT), combined with documentation responsibilities and toolset maintenance. This role bridges the gap between end users experiencing day-to-day CAD issues and the development/engineering leadership team.
Core Responsibilities:
AutoCAD Support (30%)
Provide first-round remote support for AutoCAD 2024+ (older versions a plus)
Troubleshoot general usage issues, error messages, performance problems, plotting/batch printing issues
Guide users on AutoCAD best practices and workflows
Support via Microsoft Teams (screen sharing, chat) and email
Escalate complex issues to appropriate resources when needed
DIVACT Toolset Support (30%)
First-line support for DIVACT 3.x and future DIVACT4 releases
Assist IT with AutoCAD and DIVACT installation for current users, upgrades, and migrations
Troubleshoot toolset-specific issues (custom commands, tool palettes, block libraries, etc.)
Extensive testing of new tools and releases before broader deployment
Develop and execute test cases across different scenarios
Document bugs, edge cases, and unexpected behaviors
Verify fixes and validate release readiness
Maintain user-facing documentation for DIVACT tools and workflows
Toolset Maintenance & Development (20%)
Maintain and make incremental improvements to DIVACT codebase (VB.NET, LISP)
Fix bugs and implement minor enhancements independently
Document code, workflows, and technical specifications
Support automation initiatives and database-driven tools (future growth area)
Collaborate with US-based technical lead on larger features and architectural decisions
Technical Documentation (20%)
Write and maintain technical documentation under Engineering Documentation team umbrella
Create user guides, troubleshooting guides, and training materials
Document standard operating procedures for CAD workflows
Keep documentation current as tools and processes evolve
Build knowledge base from support is