Autodesk

Job Requisition ID #

24WD80023

Position Overview

The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer, and field so customers can move through each phase of a building's lifecycle — from design and pre-construction to construction, turnover, and operations — with the best solutions including Assemble Systems, BIM 360, BuildingConnected, PlanGrid and the Autodesk Construction Cloud Product Suite. 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.

Someone with an understanding of our tech stack and debugging who is also armed with a customer-focused attitude. You will work with R&D, Sales, and Customer Success. You are our engineers, our users', and our support team's secret weapon. You will be an hybrid employee, reporting to the Manager of Technical Support.

Responsibilities

• Be an intermediary between our users, support team, sales, product, and engineering
• Perform 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 handled
• Communicate daily with product and engineering and leadership to report support issues, bugs, and important user concerns
• Take part in interesting support-related projects to allow you to use your unique skill set and improve our team
• Be a technical liaison to the support team. Work with the Sr. Technical Support and Technical Support Leaders to develop a training plan and primary competency goals for support staff
• Advance troubleshooting and debugging of customer reported issues
• Advocate for customer and raise issues to Engineering, QA, and Product teams
• Relay customer-reported bugs to Engineering, QA, and Product teams
• Verify bug fixes
• Take ownership of the customer experience by delving into the technical challenges and providing progress updates

Minimum Qualifications

• Previous experience in technical support
• Have an analytic and technical mindset that helps you meticulously troubleshoot and evaluate issues quickly
• Art of juggling multiple cases at once, while troubleshooting, and supporting your peers
• Are a reliable resource to management, Autodesk employees, and your peers. You are optimistic and 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
• Understand and have experience troubleshooting and debugging cloud-based software applications
• Have experience mentoring junior independent contributors

Preferred Qualifications

• Experience with the Autodesk product suite including BIM360, BuildingConnected, PlanGrid, Autodesk Construction Cloud Product Suite, Assemble and Pype
• Familiarity with Service Cloud, SalesForce, and other CRM systems
• Experience with JIRA or comparable bug tracking tool
• Familiarity with the construction industry

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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!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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