Senior Technical Support Specialist
Autodesk · Posted Oct 9
3D design, engineering, architecture, and entertainment software solutions
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About the role
Autodesk's technical support organization helps customers successfully adopt and maximize value from Autodesk design and construction solutions, including Autodesk Construction Cloud, BIM 360, Revit, and Navisworks. This role supports the Europe, Middle East, and Africa (EMEA) region from Bengaluru, delivering technical guidance, troubleshooting, and case resolution through scheduled calls, web cases, and chat. The specialist collaborates with Product Management, Product Development, Client Services, Renewals, Sales, and Channel Partners to resolve escalated issues, maintain knowledge base content, and drive product adoption and customer satisfaction.
What you will do
- Respond to customer support requests through multiple channels while adhering to established support processes and service standards
- Participate in driving organizational initiatives and proactively identify opportunities for improvement
- Monitor performance against established service levels and ensure achievement of individual and team targets
- Prioritize critical technical issues, monitor service level compliance, and ensure timely resolution of customer concerns
- Actively manage assigned support cases and maintain an organized backlog to ensure efficient case resolution
- Manage customer and partner expectations by providing timely updates on case progress and resolution timelines
- Participate in product beta programs and testing initiatives organized by Product Development teams
- Develop and maintain high-quality internal knowledge base content using Knowledge-Centered Service (KCS) methodologies
- Collaborate with Product Management and Product Development teams to identify product improvements and enhance the customer experience
- Investigate and coordinate the resolution of escalated technical issues while maintaining clear communication with customers and relevant stakeholders
- Facilitate effective communication across Support teams and Channel Partners to ensure timely sharing of relevant information
- Collaborate with extended Autodesk teams, including Client Services, Renewals, and Sales, to resolve customer issues and improve customer outcomes
Skills used in this role
What the employer is looking for
- Bachelor's degree in Design, Engineering, Infrastructure, or a related discipline, or equivalent professional experience
- Working knowledge of Autodesk Construction Cloud, BIM 360, Revit, and Navisworks
- 5–7 years of relevant industry experience
- Strong understanding of construction industry requirements and Building Information Modeling (BIM) workflows
- Excellent written and verbal communication skills with the ability to explain complex technical concepts clearly to both live and virtual audiences
Preferred qualifications
- 5+ years of experience in technology or customer support roles
- Proficiency with Customer Relationship Management (CRM) systems
- Experience supporting cloud-based or Software as a Service (SaaS) applications
- Demonstrated ability to take ownership of customer issues, troubleshoot effectively, and implement appropriate solutions or mitigations
- Strong collaboration and teamwork skills
- Flexibility to work varying shifts based on business requirements
- Experience building strong customer relationships and understanding customer needs
- Ability to manage multiple technical requests and priorities simultaneously
- Demonstrated ability to establish and maintain productive relationships with customers and Channel Partners
- Experience working within collaborative support teams with shared responsibilities
- Demonstrates strong technical expertise in Autodesk Construction Cloud, BIM 360, Revit, Navisworks, and construction industry workflows
- Applies technical knowledge and industry best practices to investigate and resolve complex customer challenges
- Uses analytical thinking, data, and sound judgment to evaluate technical issues and recommend effective solutions
- Approaches existing challenges from new perspectives and identifies innovative ways to improve customer outcomes
- Connects individual customer issues to broader business objectives and identifies opportunities to enhance product adoption and customer satisfaction
- Takes ownership of assigned customer cases and drives issues through successful resolution
- Works independently while seeking guidance when navigating complex or unfamiliar situations
- Builds trusted relationships with customers, partners, senior technical specialists, and cross-functional stakeholders
- Communicates complex technical concepts clearly and adapts communication styles to different audiences
- Demonstrates accountability, attention to detail, and the ability to manage competing priorities effectively
- Contributes to process improvements, knowledge-sharing initiatives, and operational excellence
- Supports colleagues by sharing technical knowledge and serving as a resource for less experienced team members
- Demonstrates curiosity, adaptability, and a commitment to continuous learning and professional development
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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