Technical Support Engineer - Autodesk (CAD/Revit)

Autodesk is seeking a Technical Support Specialist to provide world-class support for Autodesk design and construction software products, including AutoCAD, Revit, Navisworks, and Autodesk Construction Cloud (BIM360). The role involves troubleshooting technical issues, guiding customers on product usage, and ensuring successful adoption of Autodesk’s industry-leading solutions. This position is pivotal in enhancing customer satisfaction, promoting best practices, and helping users realize the full value of their Autodesk investment.

Key Responsibilities:

• Respond to customer support requests via multiple channels (calls, chats, cases, or emails) following documented processes.
• Troubleshoot and resolve customer-reported product issues efficiently, escalating when required.
• Manage and prioritize an active backlog of cases while maintaining service level agreements (SLAs).
• Participate in beta programs, testing, and feedback sessions with product development teams.
• Collaborate with internal teams (Client Services, Renewals Hub, Sales, and Product teams) to ensure timely and effective issue resolution.
• Research and document solutions using internal knowledge bases; contribute to Knowledge-Centered Support (KCS) content.
• Monitor team and individual performance metrics, ensuring adherence to Autodesk standards.
• Identify opportunities for process improvement and contribute to organizational initiatives and projects.
• Communicate updates proactively to customers and stakeholders throughout case resolution.

Minimum Qualifications:

• Education: Bachelor’s degree or diploma in Engineering, Design, Architecture, Computer Science, or a related field (or equivalent industry experience).
• Experience:
• 5–7 years of total industry experience, with at least 3 years in technical/customer support.
• Hands-on expertise in AutoCAD (AutoCAD LT, Architecture, Electrical, Map 3D, Plant 3D, MEP) and/or Revit, Navisworks, BIM360 / Autodesk Construction Cloud.
• Technical Skills:
• Strong troubleshooting, analytical, and problem-solving abilities.
• Familiarity with CRM systems (e.g., Salesforce, ServiceNow) and cloud/SaaS platforms.
• Understanding of construction and BIM workflows.
• Soft Skills:
• Excellent verbal and written communication skills.
• Strong collaboration, teamwork, and stakeholder management abilities.
• Ability to multitask and prioritize multiple projects in a dynamic environment.
• Customer-focused mindset with a proactive approach to problem-solving.
• Flexibility to work in different time zones, if required.

Preferred Qualifications:

• Autodesk Certified Professional (ACP) certification or equivalent product certifications.
• Prior experience supporting Autodesk software products in a customer-facing or consulting capacity.
• Exposure to related technologies like Salesforce, ServiceNow, or BIM workflows.