Technical Support Specialist

Join Autodesk as a Digital Support Technical Support Specialist. In this role, you will be responsible for Tier II technical investigations, advanced troubleshooting, customer communication, defect validation, and technical issue resolution across Autodesk Forma products. You will work closely with Engineering, Product, Customer Success, and frontline Support teams to resolve complex customer issues and contribute to knowledge development and continuous improvement initiatives. The position requires a bachelor's degree in a related field, 1-3 years of experience in Tier II Technical Support, and strong analytical and communication skills.

• Investigate, troubleshoot, and debug complex customer issues across cloud-based, web, and mobile applications, including root cause identification where appropriate.
• Identify product defects and workflow gaps, and provide clear reproduction steps and supporting evidence for Engineering investigations.
• Partner with Engineering, Product, Customer Success, and frontline Support teams to investigate, escalate, and resolve customer issues.
• Familiarity with Autodesk Forma products, including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff, or comparable construction technology solutions
• Experience using Salesforce, Jira, or similar CRM and issue-tracking tools
• Demonstrated ability to leverage emerging technologies, including AI-assisted tools, to improve productivity, troubleshooting effectiveness, and workflow efficiency
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience in technical support, software troubleshooting, or a related technical discipline
• Strong analytical, troubleshooting, and debugging skills
• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences
• 1–3 years of experience in Tier II Technical Support or a related technical support role supporting SaaS, cloud-based, web, or mobile applications
• Experience validating software defects and collaborating with Engineering teams during issue resolution
• Experience supporting web, iOS, or Android applications
• Experience contributing to technical documentation or knowledge-sharing initiatives
• Familiarity with construction industry workflows and technologies