Senior Technical Specialist, Installation & Licensing

Autodesk • Portland, OR

6d • $57,000 - $102,850 • Hybrid

About The Position

Join Autodesk as a Senior Installation & Licensing Technical Support Specialist. In this role, you will provide advanced technical guidance and troubleshooting for installation, licensing, activation, and identity-related issues across a broad customer base, including enterprise environments. Reporting to the Technical Support Manager, you will handle complex customer cases across phone and online channels. While the role is primarily reactive support, it also includes opportunities to contribute proactively by influencing product quality, improving support content, and sharing expertise through webinars and documentation. Location: Portland, OR (Hybrid Role)

Requirements

• 5+ years of experience in technical support, systems support, or IT operations
• 3+ years of experience supporting software installation and licensing at scale
• Strong experience with Windows and macOS environments (Linux is a strong plus)
• Ability to diagnose licensing failures end-to-end (client, service, identity, network, OS)
• Strong experience with Active Directory, including user, group, and directory management
• Hands-on experience with enterprise Identity Providers (IdPs) such as Microsoft Entra ID (Azure AD), Okta, ADFS, and PingOne
• Solid understanding of SSO authentication concepts and flows
• Experience configuring and supporting SAML 2.0 integrations, including claims, certificates, and metadata
• Proficiency troubleshooting SSO issues using tools such as SAML Tracer, Fiddler, and HAR file analysis
• Ability to analyze SAML assertions, HTTP traffic, and authentication logs to identify root causes
• Working knowledge of identity and access management (IAM) security best practices

Nice To Haves

• Experience supporting customers in environments that may include federated identity and SSO
• Strong communication skills, with the ability to explain technical identity concepts to diverse audiences
• Ability to document solutions clearly and collaborate effectively across technical and customer-facing teams
• Empathetic, customer-focused, and proactive in promoting a positive team environment
• Able to make sound technical decisions and articulate recommendations with clear rationale
• Highly organized, able to prioritize work, and accountable for outcomes
• Curious and eager to learn, viewing challenges and mistakes as opportunities for growth

Responsibilities

• Own and resolve customer cases via phone and online channels, following established support processes
• Perform deep technical troubleshooting of installation failures, licensing and activation errors, identity/SSO issues, and environmental problems
• Manage an individual case backlog, providing clear, timely status updates and setting appropriate customer and partner expectations
• Document all customer interactions, findings, and resolutions in Autodesk case management systems
• Research, validate, and document product defects; escalate effectively when required
• Participate in product beta programs and other product-related testing activities
• Stay current on Autodesk installation, licensing, and identity technologies
• Provide actionable feedback to product management and engineering to drive improvements in install and licensing experiences
• Contribute to the Autodesk Knowledge Base (AKN) by authoring and improving technical content
• Share insights from customer cases to improve product reliability and customer experience
• Serve as a subject-matter expert for installation and licensing workflows
• Support internal teams (sales, compliance, legal, partners) by explaining licensing and identity mechanisms
• Present webinars or create internal and external technical enablement content as needed

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/

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed