Job Requisition ID #

24WD81752

Position Overview

We are looking for a Product Support Specialist specializing in Fusion 360 to join our team. The role involves providing support services and engaging Autodesk customers by offering effective technical solutions, directions, and troubleshooting advice. Support services will be conducted via various channels, including web, chat, scheduled calls, and phone. Utilizing analytical and communication skills, this role ensures technical problems are understood, documented, and resolved promptly and effectively, creating an outstanding customer experience and enhancing the team's knowledge.

As part of the Global Product Support Team, you will oversee and manage reported issues from case logging phase to closure. You will work with the product engineering team, technical leads, and cross-functional teams to achieve successful resolutions. This role reports to a Product Support Manager and requires the use of judgment and independent decision-making to manage caseloads and achieve individual, team, and organizational goals.

• Respond to support requests via multiple channels (chat, phone, web, online forums, etc.) while adhering to documented processes
• Document support interactions in a company-wide case management system
• Escalate and consult unresolved issues to senior staff as required.
• Research, verify, and document product defects
• Actively manage a personal backlog of support requests
• Manage customer and partner expectations by providing timely updates on progress
• Assist in the development and maintenance of an internal knowledge base using the Knowledge-Centered Support (KCS) methodology
• Influence and contribute to product management and development for successful improvements

• Competent knowledge of Design (CAD), Simulation, Manufacturing (CAM), or ECAD software, or related Autodesk products (such as Autodesk FeatureCAM, PowerShape, PowerMill, PartMaker, Inventor, Fusion 360, Eagle, or similar software)
• Bachelor's degree or Diploma in a related field, OR equivalent product experience in a relevant industry
• Excellent verbal and written English communication skills; additional languages are advantageous
• Ability to understand and convey complex technical details coherently to a live or virtual audience
• Strong troubleshooting and analytical skills
• Demonstrated ability to build and maintain strong relationships with partners and customers
• Team player who enjoys supporting and interacting with other members of a shared responsibility team
• Ability to work flexible hours/shifts

• People-minded: Empathizes with, responds to, and problem-solves customer issues
• Prompt: Makes timely decisions based on sound logic and consideration of consequences
• Initiative-taker: Has a strong sense of ownership, a bias for action, and a willingness to roll up their sleeves
• Organized: Clarifies assignments, prioritizes work, and pays attention to detail to ensure timely and high-quality work
• Strategic: Offers articulate recommendations and rationale, and builds support with key decision-makers
• A wet sponge: Actively listens to others to communicate technical information clearly and concisely
• Intellectually curious: Learns from mistakes, adapts to change, and seeks out ways to develop new skills
• Influential: Acts as a role model, inspiring others, and making a positive impact