About this role
Job Requisition ID #
26WD100590
Position Overview
We are hiring a Senior Technical Support Specialist for the Americas Pacific Standard Time (AMER PST) shift to join our team of technical experts supporting customers in maximizing the value of their Building Information Modelling (BIM) and Autodesk Construction Cloud (ACC) solutions. Do you enjoy solving problems and helping others? Are you passionate about delivering exceptional customer experiences? If so, we would like to hear from you. In this role, you will resolve customer issues reported to Autodesk through multiple support channels while contributing to our knowledge base and support resources. You may also participate in proactive support activities, deliver webinars, and represent the team at company events such as Autodesk University. This role supports the Americas Pacific Standard Time (AMER PST) shift from 10:00 PM IST to 6:30 AM IST. The work location is Bengaluru, India, following a hybrid work model. You will report to the Technical Support Manager.
Roles and Responsibilities
Resolve customer issues reported to Autodesk through chat, phone, web, online forums, and other support channelsProvide prompt and efficient assistance to customers on a variety of issues related to product features, usage, workflows, and design automationResearch, verify, and document product issues and solutions in concise knowledge base articles and internal case management systemsManage the prioritization and escalation of critical issues while ensuring compliance with Service Level Agreements (SLAs)Document customer interactions and support activities in a company-wide case management systemPerform root cause analysis, identify issue trends, and maintain support insightsAssist team members with complex cases and promote cross-team collaborationParticipate in knowledge-sharing initiatives and contribute to continuous improvement efforts Minimum Qualifications
Bachelor's degree or equivalent qualification in Civil Engineering, Architecture, or a related fieldProficiency in managing workflows across Building Information Modeling (BIM), Forma and Autodesk Construction Cloud (ACC) platforms within a production environmentHands-on experience with Autodesk Revit and Autodesk Navisworks, including coordination and execution of BIM processesStrong understanding of BIM standards and practical experience with BIM 360 and Autodesk Construction Cloud workflowsAbility to apply BIM tools, standards, and processes to improve project efficiency and collaborationStrong verbal and written communication skills in EnglishStrong analytical, troubleshooting, and problem-solving skillsAbility to work effectively in a fast-paced, customer-focused environment Preferred Qualifications
Experience supporting enterprise customers in technical support or customer success environmentsExperience delivering customer training sessions, webinars, or technical presentationsFamiliarity with Autodesk Construction Cloud administration and project collaboration workflowsExperience documenting technical solutions and contributing to knowledge management initiativesExperience working with globally distributed teams and stakeholders The Ideal Candidate
Demonstrates a customer-first mindset and builds strong, trusted relationships with customersUnderstands customer needs and translates them into effective technical solutionsIdentifies opportunities to improve customer outcomes and proactively recommends best practicesBalances multiple priorities effectively while maintaining a high standard of quality and attention to detailWorks collaboratively across teams to solve complex technical challengesTakes ownership of customer issues and drives them through successful resolutionDemonstrates empathy, professionalism, and accountability in all customer interactionsApplies analytical thinking and sound judgment to troubleshoot and resolve technical issuesCommunicates clearly and effectively with both technical and non-technical audiencesContinuously seeks opportunities to learn, improve, and share knowledge with others #LI-NB1
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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 Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
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.
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