Senior Technical Support Specialist - AutoCad Plant 3D/AutoCAD (Enterprise)

Job Requisition ID #

24WD81234

Position Overview

We are looking for a Senior Technical Support Specialist focused on AutoCAD Plant 3D and AutoCAD to provide support services to Autodesk Enterprise Customers and Partners. This specialist will use multiple modalities like web, chat, and call scheduling to connect with customers. You will report directly to the Technical Support Manager

Responsibilities

• Managing the escalations received directly from our Leaders, Autodesk Executive Team, and Enterprise Accounts
• Take ownership of high priority incidents and drive them towards successful closure
• There may be times you are expected to work beyond regular business hours to accommodate customer needs
• Find and document complex technical solutions, root cause analyses, correct process gaps, work with development teams to report defects and find ways to avoid recurrence of issues
• Participate in driving the organizational vision, participating in projects and identifying strategies to promote efficiency
• Handle personal backlog of support requests
• Manage customer and partner expectations by providing updates on progress
• Participate in product beta programs and product testing events organized by the product development teams
• Support the fundamental development of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology
• Influence and contribute to product management and development to contribute to successful improvements
• Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure communication to customers and appropriate team members
• Work with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues

Minimum Qualifications

• Bachelor's degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience
• 3+ years of technology and customer support experience
• Competent knowledge in AutoCAD Plant 3D and AutoCAD
• Team leadership and coaching experience
• Capability to "own" the problem (customer issue), troubleshoot and ability to solve or reduce the problem

Learn More

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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

 

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

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $65,100 and $112,310. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: