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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