Technical Support Manager

Autodesk, Inc; Bengaluru; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Autodesk, Inc. is seeking a Technical Support Manager in Bengaluru to lead a diverse team delivering technical solutions, guidance, and troubleshooting for Autodesk products during APAC hours.

The role emphasizes people leadership, process excellence, and collaboration with Product Development to capture customer feedback and improve support quality.

Qualifications

• Minimum 10+ years of management experience in technology or customer support.
• Experience leading customer-facing technical support teams.
• Familiarity with Autodesk products is a plus.

Responsibilities

• Lead and develop a diverse technical support team across APAC hours.
• Ensure service levels, monitor performance, and drive improvements.
• Coordinate with Product Development and PM teams for feedback loops.
• Communicate updates to customers and stakeholders during escalations.
• Plan budgets, training, and enablement initiatives for the team.

Skills

Leadership

Customer focus

Strategic thinking

Communication skills

Problem solving

English proficiency

Education

Bachelor's degree or equivalent

Engineering discipline preferred (Mechanical/Civil)

Tools

CRM systems

Knowledge management tools

Job description

Job ID26WD101392DepartmentNon-CommissionJob Requisition ID #26WD101392Position OverviewAs a Technical Support Manager, you will lead a diverse team focused on helping customers successfully adopt industry-leading 3D design, engineering, and entertainment software by providing technical solutions, guidance, and troubleshooting support for installation and licensing issues.You will lead a team of specialists responsible for resolving customer issues reported to Autodesk Support through phone, web, online forums, and other support channels during Asia-Pacific (APAC) business hours. In addition to resolving customer issues, the team participates in proactive support activities, including developing and delivering webinars, hosting question-and-answer sessions in online communities, and publishing technical knowledge articles.In this role, you will combine people leadership, technical support expertise, operational excellence, and cross-functional collaboration to deliver an exceptional customer experience.ResponsibilitiesManage the implementation of processes and operational plans to ensure effective delivery of technical support services for Autodesk productsMeasure and monitor performance against established service levels and ensure achievement of individual and team performance targetsConduct periodic quality reviews to ensure adherence to organizational standards and support best practicesInvestigate escalated customer issues and ensure timely resolution of service delivery and customer satisfaction concernsMaintain clear and timely communication with customers and relevant stakeholders throughout the escalation and resolution processManage employee programs and initiatives, including performance management, onboarding, employee development, coaching, and career growthDevelop team capabilities by planning and implementing training programs, processes, and enablement initiativesManage and prepare budgets while partnering with senior management on forecasting, variance analysis, and financial planningLead or contribute to organizational strategy, global projects, and cross-functional initiativesIdentify opportunities to improve operational efficiency, service quality, and customer experienceDrive effective communication across the organization and ensure relevant information is shared with Support and partner teamsBuild strong relationships across the organization and drive alignment around customer satisfaction and business objectivesPartner with Product Development and Product Management teams to ensure customer feedback is captured, prioritized, addressed, and tracked through resolutionEnsure customers and support teams receive appropriate updates on product issues and resolution progressPromote knowledge sharing and proactive customer support through webinars, online communities, and technical contentMinimum QualificationsBachelor's degree or equivalent professional experience, preferably in Mechanical Engineering, Civil Engineering, or a related discipline10+ years of management experience within the technology or customer support industryExperience leading and developing customer-facing technical support teamsProficiency with Customer Relationship Management (CRM) and knowledge management tools and processesKnowledge of AutoCAD and any other Autodesk software solutionsStrong written and verbal communication skills in EnglishStrong leadership, coaching, stakeholder management, and problem-solving skillsPreferred QualificationsProficiency with or familiarity with Autodesk products and solutions such as Autodesk Fusion, AutoCAD, and Architecture, Engineering, and Construction (AEC) solutionsExperience supporting cloud-based or Software as a Service (SaaS) applicationsExperience managing or working with globally distributed or remote teamsFamiliarity with quality control systems and support quality management practicesFamiliarity with Artificial Intelligence (AI) tools and their application within customer support or technical operationsAdditional language proficiencyThe Ideal CandidateThe ideal candidate is an experienced and customer-focused technical support leader who combines strong people leadership, operational expertise, and technical understanding to develop high-performing teams and deliver exceptional customer experiencesLeads, coaches, and develops diverse technical support teams while fostering accountability, collaboration, and continuous learningDemonstrates a strong customer-first mindset and ensures customer issues are handled with urgency, empathy, and professionalismUses service metrics, customer insights, and operational data to identify trends and drive improvements in team performanceTakes ownership of complex customer escalations and coordinates effectively across teams to achieve timely resolutionBuilds trusted relationships with Product Development, Product Management, Support, and other cross-functional stakeholdersBalances day-to-day operational leadership with longer-term planning, team development, and continuous improvementIdentifies opportunities to improve support processes, service quality, efficiency, and customer satisfactionCommunicates clearly and confidently with employees, customers, senior leaders, and cross-functional stakeholdersDevelops team capabilities through coaching, training, knowledge sharing, and career developmentDemonstrates sound judgment and accountability when managing complex operational and customer challengesEmbraces emerging technologies, including Artificial Intelligence (AI), to improve support effectiveness and team productivityCreates an inclusive, high-performing environment where employees are empowered to deliver exceptional customer outcomes#LI-SV2Learn 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.