Doka

Customer Support & Success Specialist (Hi‑Vis® Scaffold Management Software)

Doka  •  Roswell, GA (Onsite)  •  3 months ago
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Job Description

Operating within the newly established umdasch Industrial Solutions division, AT-PAC is a global leader in scaffolding solutions. Specializing in the industrial market segment, AT-PAC focuses on serving all scaffold contractors and industrial service companies across a variety of sectors.

AT-PAC became fully integrated into the Umdasch Group in 2023, combining its 25 years of industrial scaffolding expertise with Doka’s 150-year legacy in formwork and shoring. This strategic move reinforced AT-PAC’s commitment to strengthening its global market position and delivering exceptional solutions to the industrial sector. Since then, AT-PAC has taken on the role of competence center for scaffolding within the Umdasch Group, ensuring a unified supply model and facilitating the seamless sharing of expertise and resources across divisions.

Looking ahead, AT-PAC will continue to drive innovation, focusing on the technical development of its scaffolding systems and digital solutions. As we expand our global footprint, we remain dedicated to delivering safety and efficiency through our scaffolding solutions and drive the success of industrial projects worldwide.

You will be a key member of AT‑PAC’s Product & Innovation team supporting Hi‑Vis®, our scaffold management software. You will combine hands‑on product support with customer success responsibilities to ensure customers receive measurable value as they implement and scale Hi‑Vis®.

Product Support & Troubleshooting

  • Diagnose issues across configuration, data, and system behavior; document findings and escalate software defects via Azure DevOps.
  • Maintain clear customer-facing case notes and knowledge articles in Zendesk.

Onboarding, Training & Enablement

  • Lead onboarding sessions, workshops, and webinars for customers.
  • Support onsite/remote implementation in collaboration with regional SMEs.
  • Create and update user guides, training material, and release‑related communication.

Customer Success & Adoption.

  • Support renewal readiness and identify expansion opportunities.
  • Develop scalable customer-success playbooks and internal processes.

Cross‑Functional Collaboration

  • Provide structured customer feedback to Product.
  • Participate in release planning and deliver product demos.

Qualifications

  • 3+ years in Technical Support or Customer Success for B2B software.
  • Experience with Zendesk, Azure DevOps/Jira, and Power BI.
  • Strong communication skills; confident presenter.
  • Previous construction on site project experience it’s a plus, ideally in temporary works/scaffolding background
  • Nice to have: CRM experience, additional languages, ConTech/PropTech background, willingness to travel 10–20%.
  • AI readiness

Additional Information

At AT-PAC, you’re not just joining a team, you’re joining a global movement to reshape access and scaffolding solutions. As part of our rapidly growing US operations, you’ll have the autonomy and support to make real impact from day one. We're committed to investing in our people, our innovation, and your growth. AT-PAC offers terrific career opportunities, competitive compensation, comprehensive benefits.

Doka

About Doka

Doka is a world leader in providing innovative formwork, solutions and services in all areas of construction. The company is also a global supplier of well-thought-out scaffolding solutions for a varied spectrum of applications. With more than 160 sales and logistics facilities in over 58 countries, Doka has a high-performing distribution network for advice, customer service and technical support on the spot and ensures that equipment is provided swiftly – no matter how big and complex the project is. Doka employs about 8.000 people worldwide and is a company of the Umdasch Group, which has stood for reliability, experience and trustworthiness for more than 150 years.

Countless building objects around the world bear witness to what has defined Doka for so long: being a strong and trustworthy partner in the construction industry. Providing solutions for formwork and scaffolding, we understand the challenges our customers face. Knowing what it takes for a construction project to succeed, we work passionately no matter how big or small a project is. Performance on-site begins with having the right quantity of formwork and scaffolding in place at the right time. For us that is beyond question. Continuously improving our solutions, we are ready to go the extra-mile for successful project outcomes for our customers.

Find out more: www.doka.com

Start your career with Doka: www.doka.com/career

Industry
Construction & Skilled Trades
Company Size
1,001-5,000 employees
Headquarters
Amstetten, AT
Year Founded
Unknown
Website
doka.com
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