Technical Support Specialist

Pomona College; San Francisco (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation with bonuses

Comprehensive benefits package

Job summary

Pomona College is looking for a Digital Support Technical Support Specialist responsible for Tier II technical investigations and customer communication. The role involves troubleshooting customer issues across Autodesk Forma products.

With a focus on collaboration with Engineering and Product teams, the specialist will be crucial in ensuring customer satisfaction through effective and empathetic communication. Applicants should have a Bachelor's degree in IT or a related field and 1-3 years of relevant experience.

Qualifications

• 1-3 years of experience in Tier II Technical Support or related role.
• Ability to communicate with both technical and non-technical audiences.
• Experience supporting SaaS, cloud-based, web, or mobile applications.

Responsibilities

• Investigate, troubleshoot, and debug complex customer issues.
• Provide clear communication throughout the case lifecycle.
• Participate in case reviews and escalation discussions.

Skills

Analytical skills

Troubleshooting

Communication

Technical support

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field

Tools

Salesforce

Jira

Job description

and the job listing Expires on September 22, 2026

Autodesk Forma connects the office, trailer, and field so customers can move through each phase of a building’s lifecycle, from design and pre-construction to construction, turnover, and operations, with solutions including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff. General contractors, subcontractors, and owners around the world rely on Forma to win more work, enhance collaboration, accelerate decision‑making, reduce risk, and improve overall project outcomes.

The Digital Support Technical Support Specialist is responsible for Tier II technical investigations, advanced troubleshooting, customer communication, defect validation, and technical issue resolution across Autodesk Forma products. This role partners closely with Engineering, Product, Customer Success, and frontline Support teams to resolve complex customer issues while contributing to knowledge development and continuous improvement initiatives across the support organization.

Work Schedule & Coverage Requirements

• Work Schedule: Monday through Friday, 8:00 AM to 5:00 PM Central European Time (CET/CEST).
• On‑Call Participation: Participation in a rotating on–call program, including weekend and holiday coverage, is required to support critical customer escalations, production incidents, and business continuity needs.

Responsibilities

• Investigate, troubleshoot, and debug complex customer issues across cloud‑based, web, and mobile applications, including root cause identification where appropriate.
• Identify product defects and workflow gaps, and provide clear reproduction steps and supporting evidence for Engineering investigations.
• Maintain accurate case documentation and validate engineering fixes prior to resolution.

Customer Communication & Advocacy

• Provide clear, empathetic, and structured communication throughout the case lifecycle.
• Translate technical findings into user‑friendly explanations for customers and non‑technical audiences.
• Manage customer expectations and provide timely updates throughout investigations.
• Advocate for customer concerns and business impact during issue resolution.

Cross‑Functional Collaboration

• Own Tier II escalations from investigation through resolution, ensuring timely progress and stakeholder alignment.
• Partner with Engineering, Product, Customer Success, and frontline Support teams to investigate, escalate, and resolve customer issues.
• Participate in case reviews, escalation discussions, and feedback loops that improve support effectiveness and product quality.
• Communicate recurring issues, product gaps, and customer‑impacting trends to appropriate stakeholders.

Knowledge & Enablement

• Contribute to troubleshooting guides, knowledge base articles, and internal documentation.
• Share technical knowledge and troubleshooting best practices with frontline Support teams.
• Identify knowledge gaps and recommend opportunities for training or documentation improvements.
• Identify opportunities to improve workflows, tooling, support processes, and operational efficiency.
• Contribute insights and recommendations based on recurring customer issues, debugging patterns, and support trends.
• Leverage emerging technologies, including AI‑assisted tools, to improve productivity, troubleshooting effectiveness, knowledge discovery, and workflow efficiency.
• Support initiatives that improve product quality and the overall customer experience.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience in technical support, software troubleshooting, or a related technical discipline.
• 1‑3 years of experience in Tier II Technical Support or a related technical support role supporting SaaS, cloud‑based, web, or mobile applications.
• Strong analytical, troubleshooting, and debugging skills.
• Experience using Salesforce, Jira, or similar CRM and issue‑tracking tools.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non‑technical audiences.
• Demonstrated ability to leverage emerging technologies, including AI‑assisted tools, to improve productivity, troubleshooting effectiveness, and workflow efficiency.

Preferred Qualifications

• Familiarity with Autodesk Forma products, including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff, or comparable construction technology solutions.
• Experience supporting web, iOS, or Android applications.
• Experience validating software defects and collaborating with Engineering teams during issue resolution.
• Experience contributing to technical documentation or knowledge‑sharing initiatives.
• Familiarity with construction industry workflows and technologies.

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.