Assistant Manager / Deputy Manager -Autodesk Support

John Cockerill; Mumbai; On-site; INR 600,000 - 840,000; Full time

Job summary

John Cockerill in Mumbai (Ghansoli, Navi Mumbai) is seeking a dedicated User Support specialist to be the first point of contact for Vault/CAD incidents. You'll provide prompt qualification, basic troubleshooting, and clear user communication via Jira Service Management.

Under guidance, you’ll manage user accounts and permissions in Autodesk Vault, help with global configuration, document solutions, and collaborate with senior staff to roll out updates and new workflows.

Qualifications

• Bachelor's degree in Engineering/CS or equivalent.
• Hands-on experience with CAD/PDM/PLM tools, especially Autodesk Vault and Inventor.
• Strong English communication and ability to translate technical issues for users.

Responsibilities

• Provide L1 user support for Vault/CAD incidents via Jira Service Management.
• Assist with user onboarding and permissions in Vault; ensure global configuration consistency.
• Document solutions and maintain an up-to-date knowledge base; publish tips on the Help Portal.
• Collaborate with L2 and Engineering Solutions to roll out updates and improvements.

Skills

English communication

Jira Service Management

User support

CAD/PDM tools

Escalation handling

Education

Bachelor's degree in Engineering/CS

Tools

Autodesk Vault

Inventor

Jira

Job description

Responsibilities

• User Support (Level 1): Serve as the first point of contact for Vault/CAD user incidents and service requests (via Jira Service Management ticketing solution). Provide prompt issue qualification, basic troubleshooting, and resolution for common problems (access issues, Vault errors, usage questions, etc.), ensuring regular follow-up and user communication. Complex cases or technical issues beyond L1 scope are escalated to Level 2/3 (senior support or external partner) as needed, while tracking progress to closure.
• Under guidance, manage user accounts, groups, roles and permissions in the Industry Autodesk Vault environment (e.g. onboarding new users, adjusting rights). Assist with global configuration consistency and basic system maintenance tasks, ensuring alignment with defined standards for all entities (India, Europe, US, etc.).
• Document solutions to frequent issues and maintain an up-to-date knowledge base (FAQs, how-to guides, known issue resolutions). Regularly publish tips, news or announcements on the internal Help Portal related to Autodesk Vault/CAD support.
• Work closely with the senior Vault CAD Support Officers (L2) and the Industry Engineering Solutions team to identify improvement opportunities. Support product owner or L2 in technical health checks, testing new Vault features or updates, and rolling out new versions or workflows to end-users. As skills grow, gradually participate in advanced tasks.

Location

Location: Ghansoli, Navi Mumbai

Requirements

• Bachelor s degree (or equivalent experience) in Engineering, Computer Science, or related field. Hands-on experience with CAD/PDM/PLM tools (especially Autodesk Vault and Inventor or similar) is highly valued.
• Clear and patient communicator in English, able to translate technical issues into user-friendly guidance. Comfortable interacting with end-users (often engineers/designers). Enthusiastic about sharing knowledge, writing documentation, and coaching others in use of new tools or practices.
• Rigorous in ticket tracking, documentation updates, and follow-up. Able to manage and prioritize multiple support requests efficiently while maintaining user satisfaction. Motivated to learn continuously and step up to new tasks as the role expands.
• A team player who will work under the mentorship of an experienced support officer and coordinate with cross-functional teams.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.