Remote SaaS Product Support Specialist

Autodesk; Reston (VA); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk's GCPay product team is seeking a Product Support Representative to help customers navigate invoicing, payments, and compliance tooling. This is a fully remote role aligned with East Coast hours, reporting to the Customer Service Associate Manager.

You will troubleshoot, guide users, document issues, and coordinate with Sales, Engineering, Finance, and Customer Success to improve the experience. Prior SaaS support and strong communication are required; you'll be empowered to drive

Qualifications

• 1+ year in a SaaS customer support role via phone, email, and chat.
• Strong troubleshooting with thoughtful diagnosis.
• Clear, professional, patient communication.
• Experience supporting cloud-based tools across iOS, Android, Windows.
• Ability to manage multiple priorities while staying organized.
• Collaborative, accountable work style with integrity.
• Comfort with performance metrics (CSAT, productivity, quality).

Responsibilities

• Deliver high-quality support via phone, email, and live chat, assisting with 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 elevate 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 support

Troubleshooting

Communication

Cloud tools

Multitasking

Team collaboration

Tools

Microsoft Suite

OneDrive

Job description

Autodesk's GCPay product team is seeking a Product Support Representative to help customers navigate invoicing, payments, and compliance tooling. This is a fully remote role aligned with East Coast hours, reporting to the Customer Service Associate Manager.

You will troubleshoot, guide users, document issues, and coordinate with Sales, Engineering, Finance, and Customer Success to improve the experience. Prior SaaS support and strong communication are required; you'll be empowered to drive