Remote SaaS Product Support Specialist

Autodesk; United States; Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a GCPay Product Support Representative to join our fully remote team, primarily supporting customers across North America. You’ll troubleshoot, onboard users, and handle subscription inquiries with a focus on delivering a reliable, high-quality experience.

In this role, you’ll collaborate with Sales, Customer Success, Engineering, and Finance to resolve issues, document findings, and improve the product. West Coast hours help align with customer needs.

Qualifications

• 1+ year in a SaaS customer support role via phone, email, and chat
• Strong troubleshooting with thoughtful diagnosis
• Excellent written and verbal communication

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

SaaS

Troubleshooting

Communication

Cross-platform

Tools

Microsoft Suite

OneDrive

Job description

Autodesk is seeking a GCPay Product Support Representative to join our fully remote team, primarily supporting customers across North America. You’ll troubleshoot, onboard users, and handle subscription inquiries with a focus on delivering a reliable, high-quality experience.

In this role, you’ll collaborate with Sales, Customer Success, Engineering, and Finance to resolve issues, document findings, and improve the product. West Coast hours help align with customer needs.