Technical Support Specialist

Job Requisition ID #

22WD63275

Position Overview

We are looking for someone with a deep understanding of our tech stack and debugging who is also armed with a relentlessly customer-focused attitude. The position works closely with R&D, Sales, and Customer Success. You are our engineers, our users', and our support team's secret weapon.

Responsibilities

• Act as an intermediary between our users, support team, sales, product, and engineering
• Perform extensive tier-two investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality
• Communicate daily with product and engineering and leadership to report support issues, bugs, and important user concerns
• Take part in interesting and challenging support-related projects that will allow you to utilize your unique skill set and make an impact on our team. An "out of the box thinker" that has the ability to identify that rarely are two cases identical
• Act as a technical liaison to the front-line support team. Work with the Sr. Technical Support and Technical Support Leaders to develop and execute a training plan and core competency goals for support staff
• Advance troubleshooting and debugging of customer reported issues
• Advocate for customer and support concerns to Engineering, QA, and Product teams
• Relay customer-reported bugs to Engineering, QA, and Product teams
• Verify bug fixes
• Serve as the front line of defense for our thousands of users, unpacking the technical issues they face and solving them

Minimum Qualifications

• Experience with BIM360, BuildingConnected, PlanGrid, Autodesk Construction Cloud Product Suite, Assemble and Pype
• Have a passion for incredible customer service, exceptional communication (verbal and written) including top-notch grammar and spelling, and excellent people skills. Are a master at breaking down complex concepts into day-to-day terminology to help customers of all technical proficiencies
• Have attention to detail with an analytic and technical mindset that helps you meticulously troubleshoot and evaluate issues quickly, efficiently, and accurately
• Are a master multi-tasker nailing the art of juggling multiple cases at once, while troubleshooting, and supporting your peers
• Understand the advanced functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Dropbox, Google Docs, Box, One Drive, etc.
• Ability and willingness to learn quickly on the job
• Are a proven reliable resource to management, Autodesk employees, and your peers. You are approachable, professional, optimistic, and thorough in all that you do. You inspire others to be the same
• You have prior experience debugging and testing mobile apps on the Web, iOS, Android, and Windows
• An expert at translating technical jargon and concepts to a mostly non-technical support team and to customers
• Have proven experience in mentoring and training

Preferred Qualifications

• Previous experience in technical support
• Familiarity with Service Cloud, SalesForce, and other CRM systems
• Experience with JIRA or comparable bug tracking tool
• Familiarity with the construction industry
• Are resourceful and not afraid to tackle difficult cases on your own; driven to work hard with minimal supervision
• Are empathic and composed. You really enjoy learning from and talking to our customers. You have amazing composure and are very patient
• Are a team player, adaptable, and have an amazing work ethic. You can identify where help is needed and are motivated to pitch in, coach, and train your peers

About Autodesk Construction Solutions
Autodesk has fully reimagined the construction business for the digital age, enabling company/ies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer and field so customers can move seamlessly through each phase of a building's lifecycle - from design and preconstruction to construction, turnover and operations - with best-in-class solutions that include Assemble Systems, BIM 360, BuildingConnected and PlanGrid. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.

Target Salary Range for Colorado: $64,000 - $72,000

Click below to learn more about our benefits in the US.

https://benefits.autodesk.com/

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.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.