Senior Technical Support Specialist - Forma AMER - PST

Autodesk, Inc.; Bengaluru; Hybrid; INR 1,400,000 - 2,000,000; Full time

Job summary

Autodesk, Inc. in Bengaluru, India, is hiring a Senior Technical Support Specialist for the AMER PST shift to help customers maximize BIM and ACC value. You will resolve issues across chat, phone, and web, contribute to knowledge base, and participate in webinars and events.

You will report to the Technical Support Manager, work in a hybrid setup, and collaborate with global teams to improve processes and customer outcomes.

Qualifications

• Bachelor's degree in Civil Engineering, Architecture, or related field.
• Proficiency with BIM workflows on BIM/ACC platforms in production.
• Hands-on experience with Revit and Navisworks for BIM processes.
• Strong BIM standards understanding and experience with BIM 360/ACC workflows.
• Excellent English communication and problem-solving abilities.
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Resolve customer issues via chat, phone, web and forums.
• Provide prompt assistance on features, workflows, and design automation.
• Document issues and solutions in knowledge base and case systems.
• Prioritize and escalate critical issues per SLAs.
• Document interactions in the case management system and support insights.
• Assist teammates with complex cases and share knowledge.

Skills

Analytical skills

Troubleshooting

English proficiency

Customer-focused

Education

Bachelor's degree in Civil Engineering, Architecture, or related field

Tools

Autodesk Revit

Autodesk Navisworks

BIM 360

ACC workflows

Job description

Job Requisition ID # 26WD100590

Position Overview

We are hiring a Senior Technical Support Specialist for the Americas Pacific Standard Time (AMER PST) shift to join our team of technical experts supporting customers in maximizing the value of their Building Information Modelling (BIM) and Autodesk Construction Cloud (ACC) solutions. Do you enjoy solving problems and helping others? Are you passionate about delivering exceptional customer experiences? If so, we would like to hear from you. In this role, you will resolve customer issues reported to Autodesk through multiple support channels while contributing to our knowledge base and support resources. You may also participate in proactive support activities, deliver webinars, and represent the team at company events such as Autodesk University. This role supports the Americas Pacific Standard Time (AMER PST) shift from 10:00 PM IST to 6:30 AM IST. The work location is Bengaluru, India, following a hybrid work model. You will report to the Technical Support Manager.

Roles and Responsibilities

• Resolve customer issues reported to Autodesk through chat, phone, web, online forums, and other support channels
• Provide prompt and efficient assistance to customers on a variety of issues related to product features, usage, workflows, and design automation
• Research, verify, and document product issues and solutions in concise knowledge base articles and internal case management systems
• Manage 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 system
• Perform root cause analysis, identify issue trends, and maintain support insights
• Assist team members with complex cases and promote cross-team collaboration
• Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts

Minimum Qualifications

• Bachelor's degree or equivalent qualification in Civil Engineering, Architecture, or a related field
• Proficiency in managing workflows across Building Information Modeling (BIM), Forma and Autodesk Construction Cloud (ACC) platforms within a production environment
• Hands‑on experience with Autodesk Revit and Autodesk Navisworks, including coordination and execution of BIM processes
• Strong understanding of BIM standards and practical experience with BIM 360 and Autodesk Construction Cloud workflows
• Ability to apply BIM tools, standards, and processes to improve project efficiency and collaboration
• Strong verbal and written communication skills in English
• Strong analytical, troubleshooting, and problem‑solving skills
• Ability to work effectively in a fast‑paced, customer‑focused environment

Preferred Qualifications

• Experience supporting enterprise customers in technical support or customer success environments
• Experience delivering customer training sessions, webinars, or technical presentations
• Familiarity with Autodesk Construction Cloud administration and project collaboration workflows
• Experience documenting technical solutions and contributing to knowledge management initiatives
• Experience working with globally distributed teams and stakeholders

The Ideal Candidate

• Demonstrates a customer‑first mindset and builds strong, trusted relationships with customers
• Understands customer needs and translates them into effective technical solutions
• Identifies opportunities to improve customer outcomes and proactively recommends best practices
• Balances multiple priorities effectively while maintaining a high standard of quality and attention to detail
• Works collaboratively across teams to solve complex technical challenges
• Takes ownership of customer issues and drives them through successful resolution
• Demonstrates empathy, professionalism, and accountability in all customer interactions
• Applies analytical thinking and sound judgment to troubleshoot and resolve technical issues
• Communicates clearly and effectively with both technical and non‑technical audiences
• Continuously seeks opportunities to learn, improve, and share knowledge with others

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Learn More 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 our 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!

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 our 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 transparency

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, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Belonging

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

In-Person Onboarding and Identity Verification

This role may require in‑person onboarding and/or in‑person ID verification. Are you an existing contractor or consultant with Autodesk?