Remote SaaS Product Support Specialist

Autodesk; North Carolina; Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk's GCPay product support team is seeking a customer-focused specialist to provide technical assistance via phone, email, and chat. You will own issues from first contact to resolution, document problems, and collaborate with Sales, Success, Engineering, and Finance to improve the customer experience.

This fully remote role requires 1+ year SaaS support experience, strong communication, and comfort with performance metrics.

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment, supporting users via phone, email, and chat.
• 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 across iOS, Android, and Windows platforms.
• Ability to manage multiple priorities at once while staying organized and customer-focused.
• Collaborative, accountable work style with a high level of integrity.
• Comfort working with performance metrics 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 expand 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

Troubleshooting

Communication

Multi-tasking

Team collaboration

Performance metrics

Tools

Microsoft 365

OneDrive

iOS

Android

Windows

Job description

Autodesk's GCPay product support team is seeking a customer-focused specialist to provide technical assistance via phone, email, and chat. You will own issues from first contact to resolution, document problems, and collaborate with Sales, Success, Engineering, and Finance to improve the customer experience.

This fully remote role requires 1+ year SaaS support experience, strong communication, and comfort with performance metrics.