Technical Support Specialist

Job Requisition ID 25WD87668 Position Overview We are seeking a Technical Support Specialist - Civil 3D to deliver exceptional technical support and guidance to Autodesk customers In this role you will engage with users through various support channels including web chat scheduled calls and phone to provide timely effective solutions and troubleshooting assistance Your strong analytical and communication skills will play a critical role in understanding documenting and resolving technical issues all while ensuring a world-class customer experience You ll also contribute to the team s shared knowledge and continuous improvement As a member of the Customer Technical Success Team you will take ownership of customer cases from initial logging through to resolution This includes collaborating closely with product engineering technical leads and cross-functional teams to drive cases to closure and ensure customer satisfaction This position reports to a Product Support Manager and requires sound judgment independent decision-making and effective caseload management to meet individual team and organizational goals Shift Timing EMEA primarily 14 00 - 22 30 however it may change as per business requirements the candidate needs to be flexible for shifts Work Location Bangalore India the successful candidate will be expected to relocate to Bangalore Responsibilities Respond to support requests via multiple channels and adhere to documented processes Prioritize critical technical issues and monitor service level compliance Document support interactions in a company-wide case management system Escalate and consult unresolved issues with senior staff as required Research verify and document product defects Manage multiple projects and technical requests simultaneously ensuring timely solutions and effective prioritization based on urgency and impact Actively manage a personal backlog of support requests Manage customer and partner expectations by providing timely updates on progress Participate in product beta programs and product testing events organized by the product development teams Assist in the fundamental development and maintenance of internal knowledge base quality via the Knowledge-Centered Support KCS methodology Influence and contribute to product management and development to ensure successful improvements Minimum Qualifications Bachelor s degree or equivalent experience in Civil Architecture Mechanical or a related field Competent knowledge in Civil 3D with 5 or more years of overall experience Knowledge and work experience in ReCap Infraworks and Vehicle Tracking is an added advantage Proficiency or familiarity with Construction and BIM industry needs and workflows Proficiency in the English language is a must written and verbal Able to manage several projects and technical requests simultaneously setting the right priorities Strong troubleshooting and analytical skills Preferred Qualifications Additional knowledge of Autodesk BIM 360 cloud solutions Collaboration for Civil Dynamo Forge Generative design Knowledge of Autodesk products such as AutoCAD Navisworks Recap Structural Bridge Design is a plus 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 The Ideal Candidate Adaptable Embrace uncertainty and adapt to changing circumstances quickly See opportunities where others see failure Committed to continuous learning and growth Inclusive Work collaboratively with people diverse in background culture and ways of living Actively seek differing perspectives to create powerful outcomes Own individual biases and challenge them daily Accountable Do what you say and say what you do Take responsibility for good and bad results Inform others of decisions and plans that affect them Demonstrate Integrity Be transparent and honest Hold each other accountable to the highest ethical standards Go beyond what is required to do what is best for customers employees and partners Smart Minimize complexity and strive for simplicity Prioritize and apply targeted effort to the work that matters most Be aware of the impact of your words and actions on others Humble Show confidence not arrogance pride not hubris Share credit and shoulder responsibility LI-SA1 Learn More 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 - it s at the core of everything we do Our culture guides the way we work and treat each other informs how we connect with customers and partners and defines how we show up in the world When you re an Autodesker you can do meaningful work that helps build a better world designed and made 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 our compensation package may include annual cash bonuses commissions for sales roles stock grants and a comprehensive benefits package Sales Careers Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career Join us and help make a better more sustainable world Learn more here Diversity Belonging We take pride in cultivating a culture of belonging where everyone can thrive Learn more here Are you an existing contractor or consultant with Autodesk Please search for open jobs and apply internally not on this external site