Technical Support Specialist

Job Requisition ID #23WD69035Position Overview We are looking for a Technical Support Specialist (Civil 3D) to provide support services and engages Autodesk customers in providing effective technical solutions, directions, and troubleshooting advise. The support services will be conducted via standard modalities like Web, Chat, Schedule-A-Call, Phone etc. Using analytical and communication skills, this role ensures technical problems are understood, documented, and resolved promptly and effectively, creating outstanding customer experience and enhancing the team's knowledge. As part of the Customer Technical Success Team, you will oversee and manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads and cross functional teams to achieve successful resolution.This role reports to a Product Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals. Work location will be at Bangalore, India and successful candidate will be expected to relocate to Bangalore. You would be required to work on assigned shift to support in APAC time zone (6 am - 2:30 pm IST)ResponsibilitiesRespond to support requests via multiple channels and adhering to documented processesPrioritize critical technical issues and monitoring of service level complianceDocument support interactions in a company-wide case management systemEscalate and consult unresolved issues to senior staff as requiredResearch, verify and document product defectsActively handle personal backlog of support requestsManage customer and partner expectations by providing timely updates on progressParticipate in product beta programs & product testing events organized by the product development teamsAssist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodologyInfluence and contribute to product management and development to contribute to successful improvementsMinimum QualificationsCompetent knowledge in Civil 3DKnowledge & work experience on Infraworks and Vehicle Tracking is an added advantageProficiency or familiarity of Construction and BIM industry needs and workflowsBachelor's degree or equivalent experience in Architecture, Civil, Mechanical, or related fieldAdditional knowledge of Autodesk products like AutoCAD, Navisworks, Recap, Structural Bridge Design is a plusProficiency in English language is requiredStrong troubleshooting and analytical skillsAble to manage several projects and technical requests at a time, setting the right prioritiesDemonstrated ability to build and maintain strong relationships with partners and customersExcellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audienceTeam player who enjoys supporting and interacting with other members of a shared responsibility teamThe Ideal CandidateAdaptable: Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to continuous learning and growthInclusive: Work collaboratively with people who are diverse in background, culture, and ways of living. Actively seek differing perspectives to create more powerful outcomes. Own individual biases and challenge them dailyAccountable: Do what I say and say what I do. Take responsibility for good and bad results. Inform others of decisions and plans that affect themDemonstrate Integrity: Transparent and honest. Hold each other accountable to the highest ethical standards. Go beyond what’s required to do what is best for our customers, employees, and partnersSmart: Minimize complexity and strive for simplicity. Prioritize and apply targeted effort to the work that matters most. Aware of the impact of my words and actions on othersHumble: Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility#LI-POSTAt 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.Salary is one part of Autodesk’s competitive 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.