Autodesk
SeniorTechnicalSupportSpecialist-BIM/ACCAMER-PST
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“Senior Technical Support Specialist - BIM/ACC AMER - PST at Autodesk. Skills: BIM, ACC, Technical support, Customer success. Resolve customer issues. Provide prompt and efficient assistance”
Industry & Context.
Analytical skills; Troubleshooting skills; Problem-solving skills; Root cause analysis
What They're Looking For.
Must Have
Bachelor's degree or equivalent, Proficiency in BIM and ACC workflows, Hands-on experience with Revit and Navisworks, Understanding of BIM standards, Practical experience with BIM 360, Ability to apply BIM tools, Verbal and written communication skills in English, Analytical, troubleshooting, and problem-solving skills, Ability to work effectively in a fast-paced, customer-focused environment
Nice to Have
Experience supporting enterprise customers, Experience delivering customer training sessions, Familiarity with ACC administration, Experience documenting technical solutions, Experience working with globally distributed teams
What You'll Do.
Resolve customer issues
Provide prompt and efficient assistance
and document product issues
Document product solutions
Manage prioritization of critical issues
Manage escalation of critical issues
Ensure compliance with SLAs
Document customer interactions
Document support activities
Perform root cause analysis
Identify issue trends
Maintain support insights
Assist team members with complex cases
Promote cross-team collaboration
Participate in knowledge-sharing initiatives
Contribute to continuous improvement efforts
How You'll Work.
Team & Collaboration
Cross-team collaboration; Globally distributed teams
Communication Scope
Verbal communication; Written communication; Technical presentations
Full Job Description
**Job Requisition ID #** 26WD98821 **Position Overview** We are hiring a Senior Technical Support Specialist for the Americas Pacific Standard Time (AMER PST) shift to join our team of technical experts supporting customers in maximizing the value of their Building Information Modeling (BIM) and Autodesk Construction Cloud (ACC) solutions. Do you enjoy solving problems and helping others? Are you passionate about delivering exceptional customer experiences? If so, we would like to hear from you. In this role, you will resolve customer issues reported to Autodesk through multiple support channels while contributing to our knowledge base and support resources. You may also participate in proactive support activities, deliver webinars, and represent the team at company events such as Autodesk University. This role supports the Americas Pacific Standard Time (AMER PST) shift from 10:00 PM IST to 6:30 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 **Minimum Qualifications** * Bachelor's degree or equivalent qual
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