Technical Support Specialist - AutoCAD
Posted on: 12/11/2025
Job Description
Description :
- Someone to actively engage with Autodesk customers from the Manufacturing community by providing solutions, direction, and general troubleshooting for AutoCAD.
- Do you enjoy solving problems and helping others?
- Are you passionate about customer experience?
- Are you familiar with Autodesk software like AutoCAD and equivalent software tools?
- Then we would like to hear from you.
- Our ideal candidate gathers and analyses the most critical information needed to understand problems and generate innovative ideas and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility.
- This role requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals.
Responsibilities :
- Participate in driving the organizational vision, global projects and initiatives; proactively identify more efficient strategies to promote efficiency.
- Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards.
- Prioritize critical technical issues and monitoring of service level compliance.
- Actively handle personal backlog of support requests.
- Manage customer and partner expectations by providing timely updates on progress.
- Participate in product beta programs & product testing events organized by the product development teams.
- Research and verify product issues/solution using our Knowledge Base or our internal case management system.
- Assist in the development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology.
- Influence and contribute to product management and development to contribute to successful improvements.
- Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders.
- Drive communication in the organization; ensure new information is coordinated with support teams and partner teams.
- Work closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues.
Minimum Qualifications :
- Competent knowledge in Autodesk AutoCAD, AutoCAD LT.
- Experience using other AutoCAD verticals AutoCAD Architecture, AutoCAD Electrical, AutoCAD Map 3D, AutoCAD Plant 3D, AutoCAD MEP are a plus.
- At least 5 to 7 years of industry working experience.
- 3+ years of technology and customer support experience.
- Proficient in CRM.
- Experience supporting cloud/SaaS based applications.
- Proficiency or familiarity with Construction and BIM industry needs and workflows.
- Demonstrable capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem.
- Exceptional team player skills.
- Ability to work in flexible working hours.
- You build strong customer relationships and gain insights into their needs.
- Able to manage several projects and technical requests at a time, setting the right priorities.
- Demonstrated ability to build and maintain strong relationships with partners and customers.
- Excellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audience.
- Team player who enjoys supporting and interacting with other members of a shared responsibility team.
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Functional Area
Technical / Solution Architect
Job Code
1573896
