Senior Technical Support Specialist

Job Requisition ID # 26WD99920 Position Overview Autodesk is looking for a Senior Technical Support Specialist with expertise in Autodesk Construction Cloud, BIM 360, Revit, and Navisworks to provide technical support and help customers successfully adopt Autodesk solutions. In this role, you will deliver effective technical guidance, troubleshooting assistance, and solutions to customer-reported issues through multiple support channels, including scheduled calls, web cases, and chat. With a strong focus on customer success, you will help customers maximize the value of their Autodesk investments by resolving technical challenges and supporting the adoption of industry-leading design and construction technologies. You will collaborate with internal teams to investigate complex issues, develop innovative solutions, and ensure timely resolution while maintaining accountability and a customer-first approach. This role reports to the Technical Support Manager and requires sound judgment, independent decision-making, and effective case management to achieve individual, team, and organizational goals. The position is based in Bengaluru, India, and the successful candidate will be expected to relocate to Bengaluru. The role will primarily support the Europe, Middle East, and Africa (EMEA) region, with working hours from 14:00–22:30 India Standard Time (IST). However, timings may change based on business requirements.

Respond to customer support requests through multiple channels while adhering to established support processes and service standards Participate in driving organizational initiatives and proactively identify opportunities for improvement Monitor performance against established service levels and ensure achievement of individual and team targets Prioritize critical technical issues, monitor service level compliance, and ensure timely resolution of customer concerns Actively manage assigned support cases and maintain an organized backlog to ensure efficient case resolution Manage customer and partner expectations by providing timely updates on case progress and resolution timelines Participate in product beta programs and testing initiatives organized by Product Development teams Develop and maintain high-quality internal knowledge base content using Knowledge-Centered Service (KCS) methodologies Collaborate with Product Management and Product Development teams to identify product improvements and enhance the customer experience Investigate and coordinate the resolution of escalated technical issues while maintaining clear communication with customers and relevant stakeholders Facilitate effective communication across Support teams and Channel Partners to ensure timely sharing of relevant information Collaborate with extended Autodesk teams, including Client Services, Renewals, and Sales, to resolve customer issues and improve customer outcomes Minimum Qualifications Bachelor's degree in Design, Engineering, Infrastructure, or a related discipline, or equivalent professional experience Working knowledge of Autodesk Construction Cloud, BIM 360, Revit, and Navisworks 5–7 years of relevant industry experience Strong understanding of construction industry requirements and Building Information Modeling (BIM) workflows Excellent written and verbal communication skills with the ability to explain complex technical concepts clearly to both live and virtual audiences Preferred Qualifications 5+ years of experience in technology or customer support roles Proficiency with Customer Relationship Management (CRM) systems Experience supporting cloud-based or Software as a Service (SaaS) applications Demonstrated ability to take ownership of customer issues, troubleshoot effectively, and implement appropriate solutions or mitigations Strong collaboration and teamwork skills Flexibility to work varying shifts based on business requirements Experience building strong customer relationships and understanding