Job Requisition ID #23WD70211Position Overview 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, 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 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 engineeringPerform 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 qualityCommunicate daily with product and engineering and leadership to report support issues, bugs, and important user concernsTake 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, update and execute a training plan and core competency goals for support staffAdvance troubleshooting and debugging of customer reported issuesAdvocate for customer and raise issues to Engineering, QA, and Product teamsRelay customer-reported bugs to Engineering, QA, and Product teamsVerify bug fixesTake ownership of the customer experience by delving into the technical challenges and providing progress updates proactivelyYou will have the choice of starting between 6:00 AM and 8:00 AM Minimum Qualifications Previous experience in technical support Have a passion for incredible customer service, exceptional verbal and written communication including top-notch grammar and spelling, and excellent people skillsMust be a master at breaking down complex concepts into day-to-day terminology to help customers of all technical proficienciesHave attention to detail with an analytic and technical mindset that helps you meticulously troubleshoot and evaluate issues quickly, efficiently, and accuratelyAre 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 jobAre 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 sameYou have prior experience debugging and testing mobile apps on the Web, iOS, Android, and WindowsAn expert at translating technical jargon and concepts to a mostly non-technical support team and to customersUnderstands and have proven experience troubleshooting and debugging cloud based software applicationHave proven experience with mentoring and training 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 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 patientAre 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#LI-MM2At 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.
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