Job Description

About Diversified:
Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.
What to Expect:
At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.
As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.
IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

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 new 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 issues and solutions

Required Qualifications

Technical Skills (Must-Have)
• AutoCAD proficiency: 3+ years hands-on experience with AutoCAD
◦ Strong understanding of drawing management, blocks, attributes, layers, xrefs
◦ Experience with plotting, batch processing, sheet sets
◦ Comfortable troubleshooting common AutoCAD issues
• Dynamic block expertise: Skilled in creation of complex dynamic blocks
◦ Parametric constraints and actions
◦ Visibility states
◦ Stretch, array, lookup, and other dynamic actions
◦ This is the backbone of the DIVACT toolset
• VB.NET development: Able to write and maintain .NET code independently
◦ Can work in existing VB.NET codebases
◦ Understands object-oriented programming concepts
◦ Comfortable with Visual Studio development environment
• AutoCAD customization: Experience with at least one of:
◦ AutoLISP scripting
◦ VBA for AutoCAD
◦ AutoCAD .NET API
◦ Understanding of CUI, tool palettes, block libraries
• Windows environment: Comfortable navigating file systems, registry, user profiles, network paths
• Documentation skills: Ability to write clear, concise technical documentation in English

Domain Knowledge (Must-Have)

• Audio/Visual systems: Can read and understand signal flow diagrams, rack elevations
• Architectural drawings: Can read and modify floor plans, understand architectural conventions
• Mechanical drawings: Familiarity with details, sections, equipment drawings

Professional Skills (Must-Have)

• Support mindset: Patient, methodical approach to troubleshooting
• Communication: Excellent written English; ability to explain technical concepts to non-technical users
• Time zone flexibility: Willing to work offset hours with overlap to US East Coast (until ~12pm-1pm ET)
• Self-directed: Can prioritize support tickets and documentation tasks with minimal supervision
• Remote collaboration: Comfortable with Teams, screen sharing, async communication

Preferred Qualifications

• Database knowledge: SQL basics, understanding of database-driven applications
• AV/Broadcast industry experience: Previous work in audiovisual or broadcast engineering environment
• CAD standards experience: Familiarity with company CAD standards, templates, and enforcement
• Training/teaching experience: Ability to train users on tools and workflows
• IT support background: Experience with software deployment, user onboarding, or helpdesk work
• C# experience: Ability to work in C# in addition to VB.NET
• AutoCAD .NET API experience: Previous work extending AutoCAD via the .NET API

To learn more about becoming part of the Diversified team, visit us at https://onediversified.com/careers/careers-at-diversified or email us at careers@onediversified.com.

Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need.

We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.