Technical Support Specialist

Autodesk is a company that creates innovative software solutions used across various industries. They are seeking a Technical Support Specialist responsible for advanced troubleshooting, customer communication, and defect validation for Autodesk Forma products, with clear pathways for career development into Senior Technical Support roles.

Responsibilities

• Investigate Tier II customer escalations by reproducing issues and validating expected behavior
• Analyze logs, workflows, and system interactions to isolate root causes
• Surface defect trends and product gaps with clear reproduction steps
• Maintain accurate and complete case documentation
• Provide clear, empathetic, and structured communication throughout the case lifecycle
• Translate technical findings into user-friendly explanations
• Own customer engagement and expectation management
• Partner with Engineering, Product, and frontline Support to ensure accurate escalation and alignment
• Participate in case review sessions and feedback loops
• Support Senior Technical Support Specialists during complex investigations
• Contribute to troubleshooting guides, KB articles, and internal documentation
• Identify knowledge gaps and share insights from recurring case themes
• Participate in technical enablement sessions and onboarding support
• Identify workflow or developer-support improvements based on debugging patterns
• Participate in tooling evaluations and process improvement initiatives

Skills

• 1–3 years in technical support or SaaS troubleshooting
• Strong analytical and debugging skills across cloud or mobile platforms
• Experience with CRM/issue tracking tools such as Salesforce or Jira
• Excellent written and verbal communication skills
• Familiarity with the Autodesk Forma product suite
• Experience supporting Web, iOS, or Android applications
• Experience mentoring peers or contributing to enablement content

Benefits

• Health and financial benefits
• Time away
• Everyday wellness
• Comprehensive benefits package

Company Overview

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