Senior Customer Support Specialist - Construction SaaS

Autodesk, Inc.; Northern (KY); Hybrid; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a Senior Support Associate to assist strategic customers on our Digital Support Key Account Support Team. You will respond to questions, advocate for customers, and collaborate across Autodesk to push business forward from our hybrid base in Denver or Atlanta.

You will work with tools like BuildingConnected, TradeTapp, and Admiin, providing expert guidance while delivering thoughtful, timely updates and ensuring customer success.

Qualifications

• 3+ years in customer support in SaaS with a proven track record resolving technical issues and handling sensitive customer actions effectively.
• Solid understanding of support principles and customer service metrics, with experience in escalated situations and cross-functional collaboration.
• Expert knowledge of BuildingConnected, TradeTapp, Admiin is required.
• Exceptional verbal and written communication, with composure and patience under pressure.

Responsibilities

• Provide support via live chat, email, and phone to key strategic customers, resolving technical issues to ensure success.
• Communicate clearly and empathetically throughout the case lifecycle and manage customer expectations.
• Collaborate with CS and Sales, Finance, and other pillars to ensure seamless customer experiences.
• Represent Support in cross-functional meetings and share insights with the team.

Skills

Customer support SaaS

Communication skills

Cross‑functional collaboration

Problem solving

Tools

Salesforce

Service Cloud

Slack

Zoom

Job description

Autodesk is seeking a Senior Support Associate to assist strategic customers on our Digital Support Key Account Support Team. You will respond to questions, advocate for customers, and collaborate across Autodesk to push business forward from our hybrid base in Denver or Atlanta.

You will work with tools like BuildingConnected, TradeTapp, and Admiin, providing expert guidance while delivering thoughtful, timely updates and ensuring customer success.