Remote SaaS Product Support Specialist

Autodesk; Des Moines (IA); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk seeks a Customer Support Representative for its remote team, primarily serving West Coast hours. You’ll be the front line for customers, handling phone, email, and chat inquiries, troubleshooting issues, and guiding onboarding and subscription questions.

You’ll document issues, manage queues, and collaborate with Sales, Customer Success, Engineering, and Finance to improve the overall experience. A SaaS background and strong communication are essential.

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment.
• Strong troubleshooting skills with the ability to diagnose issues thoughtfully.
• Excellent communication—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 escallate 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

Customer support

SaaS experience

Troubleshooting

Communication skills

Multiplatform support

Prioritization

Collaboration

Metrics-driven

Tools

Microsoft Suite

OneDrive

Job description

Autodesk seeks a Customer Support Representative for its remote team, primarily serving West Coast hours. You’ll be the front line for customers, handling phone, email, and chat inquiries, troubleshooting issues, and guiding onboarding and subscription questions.

You’ll document issues, manage queues, and collaborate with Sales, Customer Success, Engineering, and Finance to improve the overall experience. A SaaS background and strong communication are essential.