Senior Technical Support Specialist - Forma
Autodesk · Posted Oct 9
3D design, engineering, architecture, and entertainment software solutions
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About the role
Autodesk's technical support team helps customers get the most value from Building Information Modeling (BIM) and FORMA solutions. The group provides technical assistance across chat, phone, web, and forums, maintains knowledge base content, and supports proactive activities such as webinars and events like Autodesk University. This Senior Technical Support Specialist role resolves customer issues on BIM, Autodesk Construction Cloud (ACC), Revit, and Navisworks workflows for the Americas EASTERN (AMER EST) shift, working from Bengaluru under a hybrid model and reporting to the Technical Support Manager.
What you will do
- Resolve customer issues reported to Autodesk through chat, phone, web, online forums, and other support channels
- Provide prompt and efficient assistance to customers on a variety of issues related to product features, usage, workflows, and design automation
- Research, verify, and document product issues and solutions in concise knowledge base articles and internal case management systems
- Manage the prioritization and escalation of critical issues while ensuring compliance with Service Level Agreements (SLAs)
- Document customer interactions and support activities in a company-wide case management system
- Perform root cause analysis, identify issue trends, and maintain support insights
- Assist team members with complex cases and promote cross-team collaboration
- Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts
Skills used in this role
What the employer is looking for
- Bachelor's degree or equivalent qualification in Civil Engineering, Architecture, or a related field
- Proficiency in managing workflows across Building Information Modeling (BIM) and Autodesk Construction Cloud (ACC) / FORMA platforms within a production environment
- Hands-on experience with Autodesk Revit and Autodesk Navisworks, including coordination and execution of BIM processes
- Strong understanding of BIM standards and practical experience with BIM360 and Forma workflows
- Ability to apply BIM tools, standards, and processes to improve project efficiency and collaboration
- Strong verbal and written communication skills in English
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to work effectively in a fast-paced, customer-focused environment
- Demonstrates a customer-first mindset and builds strong, trusted relationships with customers
- Understands customer needs and translates them into effective technical solutions
- Identifies opportunities to improve customer outcomes and proactively recommends best practices
- Balances multiple priorities effectively while maintaining a high standard of quality and attention to detail
- Works collaboratively across teams to solve complex technical challenges
- Takes ownership of customer issues and drives them through successful resolution
- Demonstrates empathy, professionalism, and accountability in all customer interactions
- Applies analytical thinking and sound judgment to troubleshoot and resolve technical issues
- Communicates clearly and effectively with both technical and non-technical audiences
- Continuously seeks opportunities to learn, improve, and share knowledge with others
Preferred qualifications
- Experience supporting enterprise customers in technical support or customer success environments
- Experience delivering customer training sessions, webinars, or technical presentations
- Familiarity with Autodesk Construction Cloud administration and project collaboration workflows
- Experience documenting technical solutions and contributing to knowledge management initiatives
- Experience working with globally distributed teams and stakeholders
Benefits and support
- Annual cash bonuses
- Stock grants
- Comprehensive benefits package
About Autodesk
Autodesk is a global leader in 3D design, engineering, and entertainment software, providing solutions for architecture, engineering, construction, product design, and media creation. Its flagship products, such as AutoCAD, Revit, and Fusion 360, empower professionals across industries to imagine, design, and make a better world. As a pioneer in the space, the company continues to drive innovation through cloud collaboration, digital twins, and AI-powered design workflows.
- Industry
- Software
- Company size
- 10001+ employees
- Founded
- 1982
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Leadership
President and Chief Executive Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief Technology Officer
Executive Vice President and Chief Operating Officer
Chief Marketing Officer
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