Senior Technical Support Specialist

Job Requisition ID #

Position Overview

Autodesk is looking for a Senior Technical Support Specialist with expertise in Autodesk Construction Cloud, BIM 360, Revit, and Navisworks to provide technical support and help customers successfully adopt Autodesk solutions. In this role, you will deliver effective technical guidance, troubleshooting assistance, and solutions to customer-reported issues through multiple support channels, including scheduled calls, web cases, and chat.

With a strong focus on customer success, you will help customers maximize the value of their Autodesk investments by resolving technical challenges and supporting the adoption of industry-leading design and construction technologies.

You will collaborate with internal teams to investigate complex issues, develop innovative solutions, and ensure timely resolution while maintaining accountability and a customer-first approach.

This role reports to the Technical Support Manager and requires sound judgment, independent decision-making, and effective case management to achieve individual, team, and organizational goals.

The position is based in Bengaluru, India, and the successful candidate will be expected to relocate to Bengaluru.

The role will primarily support the Europe, Middle East, and Africa (EMEA) region, with working hours from 14:00-22:30 India Standard Time (IST). However, timings may change based on business requirements.

Responsibilities

• 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

Minimum Qualifications

• 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

The Ideal Candidate

The ideal candidate is a technically proficient and customer-focused professional who combines strong knowledge of Autodesk design and construction solutions with analytical problem-solving skills, sound judgment, and a commitment to delivering exceptional customer experiences

• 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

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About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk - it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency

Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.