Remote SaaS Product Support Specialist

Autodesk; Topeka (KS); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk's GCPay team is seeking a Product Support Representative to be the frontline for customers across North America in a fully remote role. You will troubleshoot, guide product usage, onboard users, and handle subscription inquiries with clear, patient communication.

You’ll partner with Sales, Customer Success, Engineering, and Finance to advocate for customers, document issues, and contribute to service improvements while maintaining strong CSAT metrics and a customer-first mindset.

Qualifications

• 1+ year of experience in a SaaS customer support role.
• Strong troubleshooting skills beyond trial-and-error.
• Clear, professional, and patient communication in writing and speaking.
• Experience supporting cloud-based tools across iOS, Android, and Windows.
• Ability to juggle multiple priorities while staying organized.
• Collaborative, accountable work style with integrity.
• Comfort using metrics (CSAT, productivity, quality) to drive improvements.

Responsibilities

• Deliver high-quality support via phone, email, and live chat.
• Own customer issues from contact to resolution with clear expectations and follow-up.
• Document and elevate technical issues with clear records for resolution and product feedback.
• Monitor and manage support queues to meet service levels.
• Collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers.

Skills

Customer support

Troubleshooting

Communication

SaaS knowledge

Multi-platform support

Collaborative

Metrics literacy

Tools

Microsoft 365

OneDrive

Job description

Autodesk's GCPay team is seeking a Product Support Representative to be the frontline for customers across North America in a fully remote role. You will troubleshoot, guide product usage, onboard users, and handle subscription inquiries with clear, patient communication.

You’ll partner with Sales, Customer Success, Engineering, and Finance to advocate for customers, document issues, and contribute to service improvements while maintaining strong CSAT metrics and a customer-first mindset.