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
Company H1B Sponsorship