Job Requisition ID #

26WD98830

Position Overview

We are seeking a Technical Support Specialist with strong expertise in Autodesk Fusion Manage and working knowledge of Autodesk Vault to join our Customer Technical Success team. In this role, you will provide technical support to Autodesk customers through multiple support channels, including chat, web, phone, and scheduled calls, helping them maximize the value of their Autodesk solutions.

You will be responsible for investigating, troubleshooting, documenting, and resolving customer-reported issues while collaborating with Product Engineering, Technical Leads, and cross-functional teams to ensure successful outcomes. The ideal candidate combines strong technical expertise, a customer-focused mindset, analytical thinking, and excellent communication skills.

Reporting To: Product Support Manager

Work Location: Bengaluru, India

Shift Timing: This role will primarily support the Europe, Middle East, and Africa (EMEA) region. However, shift requirements may change based on business needs, and candidates must be flexible in supporting different shifts as required.

Responsibilities

Provide technical support through web, phone, chat, online forums, scheduled calls, and other support channels
Serve as a subject matter expert for Autodesk Fusion Manage while supporting Autodesk Vault-related issues
Troubleshoot product functionality, configurations, integrations, workflows, and usage-related issues
Manage customer cases from initial logging through resolution and closure
Prioritize critical technical issues and ensure compliance with Service Level Agreements (SLAs)
Research, verify, reproduce, and document software defects and enhancement requests
Collaborate with Product Engineering and Product Management teams to resolve customer issues and improve product quality
Maintain accurate records of customer interactions and case activities
Actively manage personal case backlog and provide timely updates to customers
Participate in beta programs, product testing initiatives, and knowledge-sharing activities
Contribute to internal and external knowledge base content using Knowledge-Centered Service (KCS) practices

Minimum Qualifications

Bachelor's degree or diploma in Mechanical Engineering or a related technical discipline
5+ years of professional experience supporting or administering Autodesk Fusion Manage, Product Lifecycle Management (PLM), Product Data Management (PDM), or related enterprise solutions
Working knowledge of Autodesk Vault or similar Product Data Management (PDM) systems
Experience with Autodesk Fusion Manage, Autodesk Vault, PTC Windchill, Siemens Teamcenter, ENOVIA, or equivalent solutions
Strong understanding of mechanical design, engineering change management, product lifecycle management, and data management workflows
Excellent troubleshooting, analytical, and communication skills
Ability to manage multiple customer issues and priorities simultaneously
Ability to work flexible shifts supporting global customers

Preferred Qualifications

Experience with JavaScript, Application Programming Interfaces (APIs), integrations, and automation
Knowledge of Structured Query Language (SQL) and database concepts
Familiarity with Splunk or other monitoring and diagnostic tools
Experience troubleshooting cloud-based Software as a Service (SaaS) applications and enterprise workflows
Understanding of information technology concepts, web technologies, and system integrations

The Ideal Candidate

Strong understanding of product lifecycle management, data management, and engineering workflows
Ability to apply industry best practices and technical expertise to solve complex customer challenges
Demonstrated ability to analyze issues, evaluate options, and recommend effective solutions using sound judgment and data-driven decision-making
Skilled at troubleshooting problems of diverse scope and complexity while balancing customer needs and business priorities
Ability to identify opportunities for process improvements and recommend innovative approaches that enhance customer success
Strong analytical and critical thinking skills with the ability to understand how individual issues connect to broader business objectives
Experience leading projects, initiatives, or key workstreams that drive measurable results
Ability to work independently while effectively collaborating with cross-functional teams and stakeholders
Strong relationship-building skills with the ability to establish credibility and trust with customers, peers, and business partners
Demonstrated accountability for improving ongoing processes and contributing to operational excellence
Ability to mentor, coach, and share knowledge with colleagues and team members
Excellent communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences
Commitment to continuous learning and staying current with Autodesk technologies, industry trends, and best practices

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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.

Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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