Technical Support Specialist - Flow

Job Requisition ID #24WD78451Position Overview We are hiring a Technical Support Specialist to join our team of Media & Entertainment enthusiasts assisting customers to get the best out of their Autodesk products. Do you enjoy solving production problems and helping others create an impact? Are you passionate about the customer's experience in the production pipeline? Are you familiar with Autodesk Flow Production Tracking (formerly known as ShotGrid) software, and understand the post-production environment? Then we would like to hear from you! You will resolve customer issues reported to Autodesk via several modalities and documenting them in our Knowledge Base. You will engage with multiple film, animation, and game studios to support their creative endeavors. You may also participate in multiple proactive support activities, presenting webinars, or speaking at company events like Autodesk University. Additionally, you will keep normal working hours without crunched deadlines. You will report to Technical Manager, Product Support and will work in APAC work timings (6AM to 2:30 PM IST). You should be flexible as the shift might change according to our requirements, to meet the needs of our customers and business operations. Responsibilities Respond to support requests from our customers and partners.Priority handling and escalation of important issues and monitoring of service level compliancePerform root cause analysis to reduce recurrence.Escalate customer issues to senior staff.Research, verify, and document product issues.Manage personal backlog of support requestsDocument support interactions in a company-wide case management system.Manage customer expectations by providing timely updates on progress.Abide by a set schedule to accommodate our variety of support modalities including Live Chat, Phone calls and emails.Able to own regular cases and projects assigned to you for a reliable workload. Minimum Qualifications Bachelor's degree or equivalent in Film, VFX, Animation, Game, or related fieldExperience on projects using Autodesk Flow Production Tracking (formerly known as ShotGrid) or other creative production management solution. Experience with Autodesk Media & Entertainment products will be a bonus.Experience with workflow process within the post-production industryExperience working within a Film, VFX, Animation, or Game studio is good.Learn MoreAbout AutodeskWelcome 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 transparencySalary 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 & BelongingWe 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-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).