Technical Support Specialist - AutoCAD Elec

Autodesk; Boston (MA); On-site; USD 60,100 - 107,690; Full time

Benefits offered by this job

Health and financial benefits

Time off

Everyday wellness programs

Job summary

Autodesk is seeking a Technical Support Specialist to join their Product Support Team in Boston. The ideal candidate will be responsible for resolving customer issues through effective communication and problem-solving. A strong understanding of AutoCAD and AutoCAD Electrical is crucial for assisting clients and contributing to the Autodesk Knowledge Network.

This position focuses on technical support and requires a Bachelor's degree in Engineering or a related field along with 6+ years of industry experience. Benefits include health and financial support programs, making this a rewarding workplace.

Qualifications

• 6+ years of industry experience.
• Proficiency in AutoCAD and AutoCAD Electrical software.
• Strong written and verbal English communication skills.

Responsibilities

• Respond to AutoCAD Electrical and AutoCAD support requests from customers.
• Prioritize critical technical issues and monitor service level compliance.
• Document support interactions in a company-wide case management system.

Skills

Customer Service

Troubleshooting

Analytical Skills

Education

Bachelor's degree in Engineering or related field

Tools

AutoCAD

AutoCAD Electrical

Job description

Job Requisition ID

26WD97678

Position Overview

We are hiring a Technical Support Specialist to join our Product Support Team. This team is composed of highly motivated professionals responsible for resolving customer issues through an empathetic approach. If you enjoy solving problems, helping others, and have a passion for customer experience, we want to hear from you. Familiarity with AutoCAD Electrical and Enterprise workflows is expected.

Reporting to a Support Manager, you will actively engage with Autodesk customers to provide solutions, direction, and general troubleshooting for AutoCAD Electrical products via phone and web. You will collaborate closely with peers to analyze customer activity trends and contribute to the Autodesk Knowledge Network, increasing customer satisfaction. Additional proactive support activities may include developing and presenting webinars or training materials, hosting Q&A sessions on online communities, or presenting at company events such as Autodesk University.

Responsibilities

• Respond to AutoCAD Electrical and AutoCAD support requests from customers
• Prioritize critical technical issues and monitor service level compliance
• Document support interactions in a company-wide case management system
• Advance unresolved issues to senior staff as required
• Research, verify, and document product defects
• Actively handle personal backlog of support requests
• Manage customer and partner expectations by providing timely updates on progress
• Assist in the fundamental development and maintenance of knowledge base quality

Minimum Qualifications

• Bachelor's degree in Engineering or related field
• 6+ years of industry experience
• Proficiency or familiarity using AutoCAD and AutoCAD Electrical software in a production environment
• Knowledge of additional AutoCAD verticals welcomed
• Strong customer service, troubleshooting, and analytical skills
• Strong written and verbal English communication skills; additional language skills considered advantageous

The Ideal Candidate

• People‑minded: empathizes with, responds to, and addresses customer issues
• Prompt: makes timely decisions based on sound logic and consideration of consequences
• Initiative: demonstrates ownership with a bias for action and willingness to roll up sleeves
• Organized: clarifies assignments, prioritizes work, and pays attention to detail to deliver high quality results
• Strategic: offers articulate recommendations and rationale, building support with key stakeholders
• Active Listener: communicates technical information clearly and concisely
• Intellectually curious: learns from mistakes, adapts to change, and seeks ways to develop new skills
• Influential: acts as a role model, inspiring others and creating a positive impact

Benefits

We offer health and financial benefits, time off, and everyday wellness programs to support our employees’ well‑being and enable them to do their best work.

Salary Transparency

For U.S.-based roles, the starting base salary range is $60,100 to $107,690. Offers may exceed this range based on experience and location. Compensation may also include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we’re building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and create a better world. Autodesk is an equal‑opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We also consider applicants with criminal histories in accordance with applicable law.