Technical Support Manager
Autodesk · Posted Oct 5
3D design, engineering, architecture, and entertainment software solutions
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About the role
Autodesk Support for the Asia-Pacific region helps customers successfully adopt industry-leading 3D design, engineering, and entertainment software, providing technical solutions, guidance, and troubleshooting for installation and licensing issues. The team resolves customer issues reported through phone, web, online forums, and other channels, and also runs proactive support activities such as webinars, community Q&A sessions, and technical knowledge articles. This role leads a diverse team of specialists, combining people leadership, technical support expertise, operational excellence, and cross-functional collaboration with Product Development and Product Management.
What you will do
- Manage the implementation of processes and operational plans to ensure effective delivery of technical support services for Autodesk products
- Measure and monitor performance against established service levels and ensure achievement of individual and team performance targets
- Conduct periodic quality reviews to ensure adherence to organizational standards and support best practices
- Investigate escalated customer issues and ensure timely resolution of service delivery and customer satisfaction concerns
- Maintain clear and timely communication with customers and relevant stakeholders throughout the escalation and resolution process
- Manage employee programs and initiatives, including performance management, onboarding, employee development, coaching, and career growth
- Develop team capabilities by planning and implementing training programs, processes, and enablement initiatives
- Manage and prepare budgets while partnering with senior management on forecasting, variance analysis, and financial planning
- Lead or contribute to organizational strategy, global projects, and cross-functional initiatives
- Identify opportunities to improve operational efficiency, service quality, and customer experience
- Drive effective communication across the organization and ensure relevant information is shared with Support and partner teams
- Build strong relationships across the organization and drive alignment around customer satisfaction and business objectives
- Partner with Product Development and Product Management teams to ensure customer feedback is captured, prioritized, addressed, and tracked through resolution
- Ensure customers and support teams receive appropriate updates on product issues and resolution progress
- Promote knowledge sharing and proactive customer support through webinars, online communities, and technical content
Skills used in this role
What the employer is looking for
- Bachelor's degree or equivalent professional experience, preferably in Mechanical Engineering, Civil Engineering, or a related discipline
- 10+ years of management experience within the technology or customer support industry
- Experience leading and developing customer-facing technical support teams
- Proficiency with Customer Relationship Management (CRM) and knowledge management tools and processes
- Knowledge of Autodesk Fusion, Product Lifecycle Management (PLM), and Product Data Management (PDM) solutions
- Strong written and verbal communication skills in English
- Strong leadership, coaching, stakeholder management, and problem-solving skills
Preferred qualifications
- Proficiency with or familiarity with Autodesk products and solutions such as Autodesk Fusion, AutoCAD, and Architecture, Engineering, and Construction (AEC) solutions
- Experience supporting cloud-based or Software as a Service (SaaS) applications
- Experience managing or working with globally distributed or remote teams
- Familiarity with quality control systems and support quality management practices
- Familiarity with Artificial Intelligence (AI) tools and their application within customer support or technical operations
- Additional language proficiency
Benefits and support
- Annual cash bonuses
- Stock grants
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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