Remote SaaS Support Specialist (West Coast Hours)

Autodesk; New Hampshire; Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a Product Support Representative for the GCPay platform in a fully remote capacity. You will assist customers via phone, email, and chat, troubleshoot issues, and guide onboarding while maintaining strong service levels.

You’ll collaborate with Sales, Customer Success, Engineering, and Finance to improve experiences, document issues, and drive product improvements. With 1+ year SaaS support, you’ll excel in a fast-paced, metrics-driven environment.

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment
• Strong troubleshooting skills with the ability to diagnose issues thoughtfully
• 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
• 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 escalate 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

Multiplatform support

Time management

Collaboration

Metrics awareness

Tools

Microsoft 365

OneDrive

iOS

Android

Windows

Job description

Autodesk is seeking a Product Support Representative for the GCPay platform in a fully remote capacity. You will assist customers via phone, email, and chat, troubleshoot issues, and guide onboarding while maintaining strong service levels.

You’ll collaborate with Sales, Customer Success, Engineering, and Finance to improve experiences, document issues, and drive product improvements. With 1+ year SaaS support, you’ll excel in a fast-paced, metrics-driven environment.