Technical Support Specialist, BIM

autodesk; Portland (OR); On-site; USD 60,100 - 107,690; Full time

Benefits offered by this job

Comprehensive benefits package

Annual cash bonuses

Stock grants

Job summary

Autodesk is hiring a Technical Support Specialist in Portland, Oregon. You will assist customers with BIM 360 and Forma products, solving issues and providing solutions via phone and chat. The ideal candidate will have a bachelor's degree, 2+ years in the BIM industry, and strong communication skills.

Your role involves documentation, customer interaction, and collaboration to enhance customer satisfaction. Autodesk offers competitive compensation and benefits.

Qualifications

• Bachelor's degree or related field required.
• 2+ years of BIM industry experience necessary.
• Proficiency or familiarity with BIM related software in a production environment.

Responsibilities

• Respond to BIM 360 / Forma support requests.
• Prioritize critical technical issues.
• Document support interactions in a case management system.
• Advance unresolved issues to senior staff.
• Research and document product defects.

Skills

Customer service

Troubleshooting

Analytical skills

Communication skills (English)

Familiarity with BIM software

Education

Bachelor's degree or related

Tools

BIM 360

Forma

Field

Glue

Plan

Docs

Job description

Job Requisition ID #

26WD99372

We are hiring a Technical Support Specialist to join our support team. This is a group of highly motivated industry professionals who are responsible for resolving customer issues through an empathetic approach. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Autodesk BIM 360/Forma and workflows?

Then we would like to hear from you!

Reporting to a Support Manager, you would actively engage with Autodesk customers to provide solutions, direction, and general troubleshooting for BIM 360 and Forma products via phone, chat, and web.

Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.

Responsibilities

• Respond to BIM 360 / Forma support requests
• 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 account team expectations by providing timely updates on progress
• Remain informed on improvements in supported products in relevance to the BIM industry
• Assist in the fundamental development and maintenance of knowledge base quality
• Influence product management and product development to make improvements

Minimum Qualifications

• Bachelor's degree or related
• 2+ years of BIM industry experience
• Proficiency or familiarity using Forma/BIM related software (Field, Glue, Plan, Docs) in a production environment
• Strong customer service, troubleshooting, and analytical skills.
• Strong written and verbal English communication skills. Additional language skills are advantageous
• Knowledge of AEC products is desirable

Top Five Signs You are a Strong Candidate

• You focus on the customer. You build strong customer relationships and gain insights into their needs. You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations.
• You value accountability. You follow through on commitments and make sure others do the same. You act with a clear sense of ownership, taking personal responsibility for decisions, actions, and failures. You establish clear responsibilities and processes for monitoring work and measuring results, including opportunities to give and receive feedback.
• You have courage. You have the passionate self-belief and trust necessary to be bold and brave in your actions to take controlled risks and encourage others to challenge your ideas, and deliver strong results.
• You work cooperatively. You are comfortable working with colleagues at all levels and from all over the world to achieve shared objectives. You partner with others—representing your own interests while being fair to others. You easily gain the trust and support of others and credit others for their accomplishments and contributions.
• You get stuff done. You are a self‑starter who steps up to handle new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. You act – identifying and seizing opportunities without unnecessary planning.

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary Transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $60,100 and $107,690. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may 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 make a better world. Autodesk is proud to be 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 for employment all qualified applicants regardless of criminal histories, consistent with applicable law.