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Prerelease Supportability Engineer - Desktop Connector

Autodesk, Inc.

Montreal

On-site

CAD 70,000 - 100,000

Full time

Yesterday
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Job summary

A leading company is seeking a dedicated Prerelease Supportability Engineer to join their Customer Technical Success team in Montreal. This role involves collaborating with multiple teams to enhance supportability of pre-release products, ensuring customer satisfaction, and driving product quality. The ideal candidate should possess a strong technical background, excellent communication skills, and experience in technical support.

Qualifications

  • Minimum 3-5 years of experience in technical support or related roles.
  • Strong technical background with understanding of complex product features.
  • Experience with development lifecycles and agile practices.

Responsibilities

  • Liaise between Customer Technical Success and Product teams.
  • Analyze customer feedback and support trends for continuous improvement.
  • Participate in pre-release testing and contribute to supportability metrics.

Skills

Technical support
Communication
Data analysis

Education

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

Job description

Prerelease Supportability Engineer Autodesk Engineering Cloud - Desktop Connector

Apply locations

Montreal, QC, CAN

Time type

Full time

Posted on

Posted 8 Days Ago

Job Requisition ID

25WD89366

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 supportability of pre-release products.
  • Collaborate with Product Engineering to identify and mitigate potential technical issues in pre-release products.
  • Work with Product Management to understand product roadmaps, features, and customer expectations, providing feedback on supportability.
  • Utilize Insights team data to analyze customer feedback and support trends for continuous improvement.
  • Develop and maintain documentation such as troubleshooting guides, FAQs, and best practices.
  • Partner with Enablement to develop learning content related to pre-release product features and issues.
  • Monitor and report on the performance and supportability of pre-release products, providing insights to teams.
  • Participate in pre-release testing and validation processes.
  • Contribute to supportability metrics and KPIs to measure support efforts.
  • Foster a culture of collaboration and continuous improvement.

Qualifications

  • Bachelor's degree in Computer Science, Engineering, Information Technology, or related field.
  • Minimum 3-5 years of experience in technical support, product management, or related roles.
  • Strong technical background with understanding of complex product features.
  • Excellent communication and interpersonal skills.
  • Proven ability to analyze data and provide actionable insights.
  • Experience with development lifecycles, agile, pre-release testing, and validation.
  • Familiarity with supportability metrics and KPIs.
  • Ability to work independently and manage multiple priorities.
  • Passion for customer success and quality delivery.

Preferred Qualifications

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

Welcome to Autodesk! We help innovators turn ideas into reality, transforming how things are made and what can be made. Our culture is at the core of everything we do, promoting growth, authenticity, and meaningful work.

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