Technical Support Specialist
Autodesk is a company that creates innovative software for various industries, helping innovators turn their ideas into reality. The Technical Support Specialist is responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Construction Cloud products, while also contributing to knowledge-building within the support organization.
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 Autodesk Construction Cloud products
- Experience supporting Web, iOS, or Android applications
- Experience mentoring peers or contributing to enablement content
Benefits
- Health and financial benefits
- Time away
- Everyday wellness
- Annual cash bonuses
- Commissions for sales roles
- Stock grants
- Comprehensive benefits package
Company Overview
Company H1B Sponsorship