Remote SaaS Product Support Specialist

Autodesk; Austin (TX); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a GCPay Product Support Representative for its fully remote team, aligned with East Coast hours. You’ll assist customers via phone, email, and chat, diagnose issues, and help with onboarding and subscriptions.

You’ll collaborate across Sales, Customer Success, Engineering, and Finance to improve the customer experience. This role emphasizes accountability, data-driven improvements, and delivering high-quality service while supporting cloud-based tools across platforms.

Qualifications

• 1+ year experience in a customer support role within a SaaS environment.
• Strong troubleshooting skills with the ability to diagnose issues thoughtfully (not just trial-and-error).
• Excellent communication skills—clear, professional, and patient in both written and verbal interactions.
• Experience supporting cloud-based tools (e.g., Microsoft Suite, OneDrive) across iOS, Android, and Windows platforms.
• Ability to manage multiple priorities at once while staying organized and customer-focused.

Responsibilities

• Deliver high-quality support via phone, email, and live chat, assisting with technical troubleshooting, product usage, onboarding, and subscription inquiries.
• Take ownership of customer issues from first contact through resolution, setting clear expectations and ensuring timely follow-up.
• Accurately document and escalate technical issues, creating clear records that support efficient resolution and product improvement.
• Monitor and manage support queues to consistently meet service level expectations.
• Partner with cross-functional teams—including Sales, Customer Success, Engineering, and Finance—to advocate for customers and improve the overall experience.
• Share customer feedback, trends, and insights with Tier 2 teams and leadership to help shape product and service enhancements.
• Contribute to team initiatives and projects that enhance support operations and customer satisfaction.
• Approach your work with a continuous improvement mindset, bringing forward ideas that help the team evolve and perform at its best.

Skills

Troubleshooting

Communication

SaaS

Cloud tools

Multi-tasking

Team collaboration

Metrics (CSAT)

Tools

Microsoft Suite

OneDrive

Windows

Job description

Autodesk is seeking a GCPay Product Support Representative for its fully remote team, aligned with East Coast hours. You’ll assist customers via phone, email, and chat, diagnose issues, and help with onboarding and subscriptions.

You’ll collaborate across Sales, Customer Success, Engineering, and Finance to improve the customer experience. This role emphasizes accountability, data-driven improvements, and delivering high-quality service while supporting cloud-based tools across platforms.