Senior Technical Support Specialist

Responsibilities

• Respond to support requests via multiple channels including calls, chat, and logged cases.
• Manage a personal backlog of support requests while monitoring performance against established service levels.
• Direct investigations and ensure the resolution of escalated issues related to service delivery and customer satisfaction.
• Provide timely updates to customers and partners to manage expectations.
• Contribute to the internal knowledge base using Knowledge Centered Support (KCS) methodology.
• Participate in product beta programs and testing events organized by development teams.
• Collaborate with extended teams such as Client Services, Renewals, and Sales to resolve complex issues.
• Influence product management and development by providing feedback for successful improvements.

Requirements

• Bachelor's degree in Design, Engineering, Infrastructure, or equivalent work experience.
• 5-7 years of industry working experience.
• 3+ years of technology and customer support experience.
• 1+ years of experience in team leadership or coaching.
• Competent knowledge of Revit, Navisworks, and Autodesk Construction Cloud / BIM360.
• Proficiency in CRM and experience supporting cloud/SaaS-based applications.
• Familiarity with Construction and BIM industry workflows.
• Excellent verbal and written communication skills with the ability to convey complex technical details.
• Ability to work flexible hours to support the APAC region.

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.