Senior Technical Support Specialist

Responsibilities

• Respond to support requests via multiple channels and manage a personal backlog of support requests
• Provide technical solutions, guidance, and troubleshooting for BIM360, Autodesk Construction Cloud, Revit, and Navisworks
• Monitor performance against established service levels to ensure individual and team targets are met
• Manage customer and partner expectations by providing timely updates on progress
• Participate in product beta programs and testing events organized by product development teams
• Contribute to the internal knowledge base using Knowledge Centered Support (KCS) methodology
• Collaborate with extended teams, including Client Services and Sales, to resolve complex customer issues
• Direct investigations and ensure resolution of escalated issues related to service delivery

Requirements

• Bachelor’s degree in Design, Engineering, Infrastructure, or equivalent work experience
• Competent knowledge of Autodesk Construction Cloud, BIM360, Revit, and Navisworks
• 5-7 years of relevant industry working experience
• Proficiency or familiarity with Construction and BIM industry workflows
• Excellent verbal and written communication skills with the ability to convey complex technical details

Preferred Qualifications

• 1+ years of team leadership or coaching experience
• 3+ years of technology and customer support experience
• Experience supporting cloud/SaaS-based applications
• Proficiency in using CRM tools
• Demonstrated ability to troubleshoot, own, and mitigate complex customer problems

About the Company

Autodesk helps innovators turn their ideas into reality, transforming not only how things are made, but what can be made. From the greenest buildings to the smartest factories, our software empowers creators to design and make a better world.