Prerelease Supportability Engineer Autodesk Engineering Cloud - Desktop Connector

Autodesk; Montreal; On-site; CAD 70,000 - 95,000; Full time

Job summary

A leading company in technology is seeking a proactive Prerelease Supportability Engineer to enhance customer satisfaction. This role involves partnering with key teams to ensure pre-release products are supportable, improving the overall quality of their offerings. The successful candidate will utilize their technical expertise and strong communication skills to bridge customer needs and product development effectively.

Qualifications

• 3-5 years in technical support or product management.
• Strong understanding of product features and functionality.
• Experience with product testing and validation.

Responsibilities

• Liaise between Customer Technical Success and engineering teams.
• Mitigate potential technical issues with pre-release products.
• Analyze customer feedback for continuous improvement.

Skills

Technical background

Communication skills

Collaboration

Data analysis

Customer success focus

Education

Bachelor's degree in Computer Science, Engineering, or Information Technology

Job description

Job Title : Prerelease Supportability Engineer - Desktop Connector

Team : Supportability, Insights and Diagnostics

Department : Customer Technical Success

Company : Autodesk

Job Summary : Autodesk is seeking a dedicated and proactive Pre-Release Supportability Engineer to join our Customer Technical Success team. The successful candidate will play a crucial role in ensuring the supportability of pre-release products by closely partnering with Product Engineering, Product Management, and Insights teams. This position requires a strong technical background, excellent communication skills, and the ability to collaborate effectively across multiple teams to enhance customer satisfaction and product quality.

Key Responsibilities :

• Act as the primary liaison between Customer Technical Success and Product Engineering, Product Management, and Insights teams to ensure pre-release products are supportable and meet customer needs.
• Collaborate with Product Engineering to identify potential technical issues in pre-release products and develop strategies to mitigate them.
• Work closely with Product Management to understand product roadmaps, feature sets, and customer expectations, providing feedback on supportability aspects.
• Utilize Insights team data to analyze customer feedback and support trends, contributing to the continuous improvement of pre-release product supportability.
• Develop and maintain comprehensive documentation for pre-release products, including troubleshooting guides, FAQs, and best practices.
• Partner with Enablement to develop learning content related to pre-release product features, potential issues, and resolution techniques.
• Monitor and report on the performance and supportability of pre-release products, providing actionable insights to relevant teams.
• Participate in pre-release testing and validation processes to ensure product readiness for customer use.
• Contribute to the development and implementation of supportability metrics and KPIs to measure the effectiveness of pre-release support efforts.
• Foster a culture of collaboration and continuous improvement across all teams involved in pre-release product development and support.

Qualifications :

• Bachelor's degree in Computer Science , Engineering, Information Technology, or a related field.
• Minimum of 3-5 years of experience in technical support, product management, or a related role within the technology industry.
• Strong technical background with the ability to understand complex product features and functionality.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across diverse teams.
• Proven ability to analyze data and provide actionable insights to improve product supportability.
• Experience with development lifecycles, agile principles, pre-release product testing and validation processes.
• Familiarity with supportability metrics and KPIs.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Passion for customer success and commitment to delivering high-quality products and support.

Preferred Qualifications :

• Experience working in a SaaS environment or with cloud-based products.
• Knowledge of Autodesk products and solutions.
• Certification in Project Management or a related field.

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 / Transparence salariale

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.

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

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