Job Requisition ID #
Position Overview
Do you enjoy solving problems? Does a 'Thank you very much, you've saved my business!' from a customer put a smile on your face? If yes, read on. We are looking for an Escalation Lead – Sr. Technical Support Specialist - AutoCAD to provide support services to Autodesk Customers and Partners. The specialist will use multiple modalities like Web, Chat, Schedule-A-Call, Phone, etc., to connect with customers.
The ideal candidate for this role should possess excellent analytical and communication skills to ensure technical problems are understood, documented, and resolved promptly and effectively. As part of the Customer Technical Success Team, you will oversee and manage reported issues from case logging till closure, in close collaboration with the product engineering team, team leads, and cross-functional teams to achieve successful resolution. This role reports to a Product Support Manager and requires the use of judgment and independent decision-making when managing caseloads to achieve individual, team, and organizational goals.
Responsibilities
As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, AutoDesk Executive Team, & Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handling
This role requires to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekend
The individual needs to take the ownership of high priority incidents & drive it towards successful closure
Post resolution, analyse the root cause, understand the process gaps and suggest solutions to avoid recurrence of issue.
Consistently comply with established guidelines, protocols, policies & procedures as communicated from time to time to support AutoDesk products
Participate in business improvement projects and help operation excellence team in identifying & analyzing the areas of improvements
Respond to support requests via multiple channels and adhering to documented processes
Prioritize critical technical issues and monitoring of service level compliance
Document support interactions in a company-wide case management system
Escalate and consult experts/product team to fix complex issues.
Research, verify and document product defects
Actively handle personal backlog of support requests
Manage customer and partner expectations by providing timely updates on progress
Participate in product beta programs & product testing events organized by the product development teams
Conduct Webinars for Partners and Customer on Product and Best Practices
Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centred Support (KCS) methodology
Influence and contribute to product management and development to contribute to successful improvements
Minimum Qualifications
Minimum 6+ years of Industry Experience
Competent knowledge and work experience of AutoCAD, AutoCAD Toolsets & Interoperability
Additional knowledge of Autodesk products like, Navisworks, Civil 3D, Revit, Inventor, Vault, BIM is a plus
Proficiency or familiarity of Architecture / Construction / Infrastructure / Manufacturing industry needs and workflows. Basic knowledge on SDLC
Bachelor's degree or equivalent experience in Architecture, Civil, Mechanical, or related field
Preferred Qualifications
Proficiency in English language with excellent verbal and written communication skills, ability to convey complex technical details coherently to a live or virtual audience
Able to manage multiple projects and technical requests at a time, setting the right priorities
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
The Ideal Candidate
Adaptable: Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to continuous learning and growth
Inclusive: Work collaboratively with people who are diverse in background, culture, and ways of living. Actively seek differing perspectives to create more powerful outcomes. Own individual biases and challenge them daily
Accountable: Take responsibility for good and bad results. Inform others of decisions and plans that affect them
Demonstrate Integrity: Transparent and honest. Hold each other accountable to the highest ethical standards. Go beyond what is required to do what is best for our customers, employees, and partners
Smart: Minimize complexity and strive for simplicity. Prioritize and apply targeted effort to the work that matters most. Aware of the impact of my words and actions on others
Humble: Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility
#LI-SA1
Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.Sales Careers
Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
Are you an existing contractor or consultant with Autodesk?
Please search for open jobs and apply internally (not on this external site).
Autodesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Autodesk and has not been reviewed or approved by Autodesk.
-
Leave & Time Off Breadth — Time away is considered expansive, combining discretionary time off for salaried roles, company holidays/Autodays, and a periodic paid sabbatical. These options provide flexibility beyond standard accrual-based PTO.
-
Equity Value & Accessibility — Total rewards prominently include RSUs and an employee stock purchase plan with a discount and lookback, alongside annual bonus or commission programs. These elements are available to eligible employees and can materially augment base pay.
-
Parental & Family Support — Family-building support includes reimbursement for adoption, surrogacy, IVF/co‑maternity, and fertility benefits, plus dedicated coaching and Cleo resources for parenting and caregiving. These services extend support before, during, and after leave.
Autodesk Insights
Similar Jobs
What We Do
Autodesk makes software for people who make things. If you’ve ever driven a high-performance car, admired a towering skyscraper, used a smartphone, or watched a great film, chances are you’ve experienced what millions of Autodesk customers are doing with our software. Autodesk gives you the power to make anything. Over 100 million people use Autodesk software like AutoCAD, Revit, Maya, 3ds Max, Fusion 360, SketchBook, and more to unlock their creativity and solve important design, business and environmental challenges. Our software runs on both personal computers and mobile devices and taps the infinite computing power of the cloud to help teams around the world collaborate, design, simulate and fabricate their ideas in 3D. We provide exceptional compensation/benefit packages and we’d love for you to join us. We’re proud to be an equal opportunity employer and we consider all qualified applicants without regard to race, gender, disability, veteran status or other protected category. To see our culture in action, check out #AutodeskLife. We are headquartered in the San Francisco Bay Area and have more than 10,000 employees worldwide.
Why Work With Us
Our work is impactful. Our people are innovative. And our culture is inclusive. As our software shapes new solutions to the world’s biggest challenges, you shape your career path. With us, you lead the way in achieving sustainability, resilient communities, and an equitable workforce. Discover #AutodeskLife.
Gallery
