Senior Technical Support Specialist

2 weeks ago

Bengaluru, Karnataka, India Autodesk Full time

Position Overview


We are seeking a skilled Technical Support Specialist to provide expert assistance to Autodesk customers utilizing AutoCAD Plant3D. As a member of our Customer Technical Success Team, you will be responsible for managing reported issues from case logging to closure, working closely with product engineering teams and technical leads to achieve successful resolutions.



Key Responsibilities



  • Respond to support requests through multiple channels and adhere to documented processes
  • Document support interactions in a company-wide case management system
  • Research, verify, and document product defects
  • Prioritize and escalate critical issues while monitoring service level compliance
  • Manage a personal backlog of support requests
  • Communicate with customers and partners to provide updates on progress
  • Participate in product beta programs and testing events
  • Evaluate and escalate unresolved issues to senior staff
  • Analyze customer issues and maintain support insights for the account team
  • Contribute to the development of internal knowledge base quality via the Knowledge Centered Support methodology
  • Influence product management and development to drive successful improvements


Requirements



  • Proficient knowledge of AutoCAD Plant3D and related Autodesk products
  • Bachelor's degree or diploma in a related field, or equivalent product experience in AutoCAD Plant3D in a relevant industry
  • At least 6 years of experience in Oil & Gas, Refinery, Petrochemical, Chemical, Power Plants, Pharmaceutical plants industry
  • Additional knowledge of AutoCAD, specialized Toolsets, and Data Management software (e.g., AutoCAD Electrical, AutoCAD Mechanical, MEP, Vault, ACC, BIM, etc.)
  • Proficiency in English language required
  • Ability to manage multiple projects and technical requests simultaneously, setting priorities and building strong relationships with partners and customers
  • Team player with a passion for supporting and collaborating with other team members


About Autodesk


Welcome to Autodesk, where amazing things are created every day with our software. 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 at Autodesk, which is at the core of everything we do. Our Culture Code is a set of values and ways of working that help our people thrive and realize their potential, leading to better outcomes for our customers.


At Autodesk, 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? Learn more about our company and culture.



Salary and Benefits


Autodesk offers a competitive compensation package, including 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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