Technical Support Specialist - Maya at Autodesk (Portland, OR)

| Portland, OR
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Position Overview
We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products.

Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you skilled in Maya and/or 3DS Max? Are you familiar with other Autodesk Media and Entertainment (M&E) software such as Motion Builder, Mudbox, Arnold, ShotGrid (formally Shotgun), or Flame Family? Do you know our Automotive products, Alias and/or VRED? Willing to build off your foundational knowledge to become an M&E powerhouse?

Using troubleshooting and communication skills, you will focus on solving issues for our most strategic and Enterprise Customers while using Maya and/or 3DS Max. You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge. You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing case load.

To be successful in this role, you will act with a sense of urgency to resolve customers' problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer.

About the Team

Global Product Support (GPS) is a dynamic team of product, industry, and workflow experts responsible for delivering exceptional support to all our customers. We provide technical guidance, analytics, thought leadership, and hands-on, root-cause problem resolution to help and inspire our customers to maximize the business value and adoption of their technology investments.

GPS is part of our Customer Success organization.

  • Provide timely, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions.
  • Document problems and solutions in short and clear articles for our knowledge base.
  • Research, verify, and document product issues.
  • Continuous improvement through self-driven learning on software enhancements and features.
  • Manage customer expectations by providing timely updates on progress.
  • Actively address personal backlog of support requests.
  • Contribute to the unassigned case backlog by taking cases proactively.
  • Participate in team efforts to improve support delivery processes and strategies.
  • Prioritize support between our Standard, Premium, and Enterprise Priority support offerings

Minimum Qualifications
  • Knowledge of 3DS Max and/or Maya
  • 2+ years of experience in related field
  • Knowledge of Windows, Mac OS, and Linux OS
  • Strong communicator and able to build relationships at all levels, taking initiative
  • Consistent time management and follow through
  • Demonstrated motivation to learn new skills and technologies
  • Strong troubleshooting and analytical skills
  • Must be flexible, decisive, self-motivated, and proactive
  • Comfortable with ambiguity and working through change while driving results
  • Open to training and learning new content to better assist customers
  • Excellent Team player, enjoying supporting and interacting with other members of a global, team with shared responsibilities.

Preferred Qualifications
  • Advanced knowledge of Entertainment & Media industry needs, pipelines and workflows
  • Knowledge of Autodesk Motion Builder, Mudbox, Alias, VRED, Flame, ShotGrid (shotgun), and/or Arnold
  • Scripting or programming skills (MEL, Python, PyMel)
  • Language skills English, additional languages
  • Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks.

The Ideal Candidate
  • Courage: The passion to be bold and brave in one's actions to enable controlled risk-taking, promoting provoking yet respectful questions thereby delivering strong results
  • Speed: We strive to be as efficient as our environment allows, empowering people to favor small sprints and course correction towards desired outcomes
  • Accountability: clear and eager ownership of tasks and responsibilities which drives a defined and desired outcome
  • Simplicity: Have an approach and mindset to avoid unnecessary complexity and duplication; open to collaboration and desire to keep things simple to achieve quicker outcomes
  • Solving system-wide: When problem-solving, First seek to understand the entire picture by asking questions that remove silos and organizational barriers, followed by establishing a safe environment that supports cross-geo collaboration and communication to develop a shared vision
  • Flexibility: The world of software is constantly evolving, and that is especially true in the M&E industry. In this role, you will be expected to continuously evolve your skills and knowledge with the products as new features and strategies emerge (often driving your own learning experience as needed).

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.
More Information on Autodesk
Autodesk operates in the Cloud industry. The company is located in San Francisco, CA. Autodesk was founded in 1982. It has 13285 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Open door policy. To see all 19 open jobs at Autodesk, click here.
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