Senior Technical Support Specialist - Forma

Job Requisition ID #

26WD100587

Position Overview We are hiring a Senior Technical Support Specialist for the Americas EASTERN Time (AMER EST) shift to join our team of technical experts supporting customers in maximising the value of their Building Information Modeling (BIM) / FORMA solutions. Do you enjoy solving problems and helping others? Are you passionate about delivering exceptional customer experiences? If so, we would like to hearfrom you. In this role, you will resolve customer issues reported to Autodesk through multiple support channels while contributing to our knowledge baseand support resources. You may also participate in proactive support activities, deliver webinars, and represent the team at company events such asAutodesk University. This role supports the Americas EASTERN Time (AMER EST) shift from 5:00 PM IST to 1:30 AM IST. The work location is Bengaluru, India, following a hybrid work model. You will report to the Technical Support Manager.

Responsibilities Resolve customer issues reported to Autodesk through chat, phone, web, online forums, and other support channels Provide prompt and efficient assistance to customers on a variety of issues related to product features, usage, workflows, and design automation Research, verify, and document product issues and solutions in concise knowledge base articles and internal case management systems Manage the prioritization and escalation of critical issues while ensuring compliance with Service Level Agreements (SLAs) Document customer interactions and support activities in a company-wide case management system Perform root cause analysis, identify issue trends, and maintain support insights Assist team members with complex cases and promote cross-team collaboration Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts