Senior Technical Support Specialist - Forma

Autodesk, Inc; Karnataka; Hybrid; INR 1,200,000 - 2,000,000; Full time

Job summary

Autodesk Bengaluru seeks a Senior Technical Support Specialist for the AMER EST shift (5:00 PM IST–1:30 AM IST). You will resolve customer issues via chat, phone, web and forums, document solutions, and contribute to knowledge base while supporting BIM/FORMA workflows in a hybrid work environment.

You should have aBachelor's degree in Civil Engineering or Architecture, hands-on BIM tool experience (Revit, Navisworks, BIM360, Forma), strong English communication, and sharp analytical skills to

Qualifications

• Bachelor's degree in Civil Engineering, Architecture, or related field.
• Hands-on experience with BIM tools and workflows.
• Excellent English communication and problem-solving skills.

Responsibilities

• Resolve customer issues via chat, phone, web, and forums.
• Document solutions and contribute to knowledge base articles.
• Manage prioritization and escalation of issues per SLAs.
• Perform root-cause analysis and share insights with the team.
• Collaborate across teams to resolve complex technical challenges.

Skills

Customer-focused

Analytical thinking

Troubleshooting

English communication

BIM workflows

Education

Bachelor's degree in Civil Engineering or Architecture

Tools

Autodesk Revit

Autodesk Navisworks

BIM360

Forma

Autodesk Construction Cloud

Job description

Job ID26WD100587Job ID26WD100587Job Requisition ID #26WD100587Position OverviewWe are hiring a Senior Technical Support Specialist for the Americas EASTERN Time (AMER EST) shift to join our team of technical experts supporting customers in maximising the value of their Building Information Modeling (BIM) / FORMA solutions.Do you enjoy solving problems and helping others? Are you passionate about delivering exceptional customer experiences? If so, we would like to hearfrom you. In this role, you will resolve customer issues reported to Autodesk through multiple support channels while contributing to our knowledge baseand support resources. You may also participate in proactive support activities, deliver webinars, and represent the team at company events such asAutodesk University.This role supports the Americas EASTERN Time (AMER EST) shift from 5:00 PM IST to 1:30 AM IST. The work location is Bengaluru, India, following a hybrid work model. You will report to the Technical Support Manager.ResponsibilitiesResolve customer issues reported to Autodesk through chat, phone, web, online forums, and other support channelsProvide prompt and efficient assistance to customers on a variety of issues related to product features, usage, workflows, and design automationResearch, verify, and document product issues and solutions in concise knowledge base articles and internal case management systemsManage 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 systemPerform root cause analysis, identify issue trends, and maintain support insightsAssist team members with complex cases and promote cross-team collaborationParticipate in knowledge-sharing initiatives and contribute to continuous improvement effortsMinimum QualificationsBachelor's degree or equivalent qualification in Civil Engineering, Architecture, or a related fieldProficiency in managing workflows across Building Information Modeling (BIM) and Autodesk Construction Cloud (ACC) / FORMA platforms within aproduction environmentHands-on experience with Autodesk Revit and Autodesk Navisworks, including coordination and execution of BIM processesStrong understanding of BIM standards and practical experience with BIM360 and Forma workflowsAbility to apply BIM tools, standards, and processes to improve project efficiency and collaborationStrong verbal and written communication skills in EnglishStrong analytical, troubleshooting, and problem-solving skillsAbility to work effectively in a fast-paced, customer-focused environmentPreferred QualificationsExperience supporting enterprise customers in technical support or customer success environmentsExperience delivering customer training sessions, webinars, or technical presentationsFamiliarity with Autodesk Construction Cloud administration and project collaboration workflowsExperience documenting technical solutions and contributing to knowledge management initiativesExperience working with globally distributed teams and stakeholdersThe Ideal CandidateDemonstrates a customer-first mindset and builds strong, trusted relationships with customersUnderstands customer needs and translates them into effective technical solutionsIdentifies opportunities to improve customer outcomes and proactively recommends best practicesBalances multiple priorities effectively while maintaining a high standard of quality and attention to detailWorks collaboratively across teams to solve complex technical challengesTakes ownership of customer issues and drives them through successful resolutionDemonstrates empathy, professionalism, and accountability in all customer interactionsApplies analytical thinking and sound judgment to troubleshoot and resolve technical issuesCommunicates clearly and effectively with both technical and non-technical audiencesContinuously seeks opportunities to learn, improve, and share knowledge with othersLearn MoreAbout AutodeskWelcome 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!Salary transparencySalary 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, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.BelongingWe take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belongingIn-Person Onboarding and Identity VerificationThis role may require in-person onboarding and/or in-person ID verification.