Senior Technical Support Specialist - Forma AMER - PST

autodesk; Bengaluru; Hybrid; INR 1,400,000 - 2,100,000; Full time

Job summary

Autodesk in Bengaluru is seeking a Senior Technical Support Specialist to support the AMER PST shift. You will resolve customer issues across chat, phone, and forums for BIM and ACC solutions, and contribute to knowledge base and webinars.

The role follows a hybrid work model with Bengaluru as the work location. You will use BIM tools like Revit/Navisworks and Forma, coordinate workflows, and ensure SLAs are met while delivering excellent customer experiences.

Qualifications

• Bachelor's degree in Civil Engineering, Architecture, or related field.
• Hands-on BIM experience with BIM 360, ACC workflows and Forma.
• Proficiency in Revit and Navisworks for coordination.
• Strong English communication and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Resolve customer issues via chat, phone, web and forums for BIM/ACC.
• Provide prompt assistance on features, usage, and design automation.
• Document issues and solutions in knowledge base and case systems.
• Prioritize and escalate issues per SLAs, with cross-team collaboration.
• Contribute to knowledge sharing and continuous improvement.

Skills

BIM workflows

Revit

Navisworks

Forma

ACC (Autodesk Construction Cloud)

English communication

Education

Bachelor's degree in Civil Engineering or Architecture

Tools

Forma

Autodesk Construction Cloud (ACC)

Job description

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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