Remote SaaS Product Support Specialist

Autodesk; Florida; Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk invites applications for a fully remote Product Support Representative, aligned with West Coast hours. You’ll be the front line for customers, helping them maximize value from GCPay while ensuring a smooth, reliable experience.

You will collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers, document issues, and drive product improvements, all while tracking performance metrics.

Qualifications

• 1+ year of 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.
• A collaborative, accountable work style with a high level of integrity.
• Comfort working with performance metrics (e.g., CSAT, productivity, quality) and using them to improve outcomes.

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

SaaS support

Troubleshooting

Clear communication

Cross-platform support

Multi-channel support

Customer-focused

Collaboration

CSAT awareness

Tools

Microsoft Suite

OneDrive

Job description

Autodesk invites applications for a fully remote Product Support Representative, aligned with West Coast hours. You’ll be the front line for customers, helping them maximize value from GCPay while ensuring a smooth, reliable experience.

You will collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers, document issues, and drive product improvements, all while tracking performance metrics.