Technical Support Specialist

Position Overview

The Technical Support Specialist is responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Construction Cloud products. This role investigates Tier II escalations, partners with Engineering and Product teams, and contributes to knowledge-building across the support organization. This is the entry point into Tier II and offers clear pathways for career development into Senior Technical Support roles.
This position will have work hours of 11:00am - 8:00pm EST.
This is a hybrid first position with some work from home opportunities.
You must be located in either Denver, CO., or Atlanta, GA.
 

Case Investigation & Troubleshooting:

• Investigate Tier II customer escalations by reproducing issues and validating expected behavior

• Analyze logs, workflows, and system interactions to isolate root causes

• Surface defect trends and product gaps with clear reproduction steps

• Maintain accurate and complete case documentation

Customer Communication:

• Provide clear, empathetic, and structured communication throughout the case lifecycle

• Translate technical findings into user-friendly explanations

• Own customer engagement and expectation management

Cross-Functional Collaboration:

• Partner with Engineering, Product, and frontline Support to ensure accurate escalation and alignment

• Participate in case review sessions and feedback loops

• Support Senior Technical Support Specialists during complex investigations

Knowledge & Enablement:

• Contribute to troubleshooting guides, KB articles, and internal documentation

• Identify knowledge gaps and share insights from recurring case themes

• Participate in technical enablement sessions and onboarding support

Continuous Improvement:

• Identify workflow or developer-support improvements based on debugging patterns

• Participate in tooling evaluations and process improvement initiatives

• 1–3 years in technical support or SaaS troubleshooting

• Strong analytical and debugging skills across cloud or mobile platforms

• Experience with CRM/issue tracking tools such as Salesforce or Jira

• Excellent written and verbal communication skills

• Familiarity with Autodesk Construction Cloud products

• Experience supporting Web, iOS, or Android applications

• Experience mentoring peers or contributing to enablement content

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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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

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

Equal Employment Opportunity

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.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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