Senior Technical Support Specialist, M&E

Autodesk•Portland, OR

6d•$60,100 - $107,690

About The Position

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you skilled in Maya and/or 3DS Max? Are you familiar with other Autodesk Media and Entertainment (M&E) software such as Motion Builder, Mudbox, Arnold. Using troubleshooting and communication skills, you will focus on solving issues for Autodesk customers while using Maya and/or 3DS Max. You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge. You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing case load. To be successful in this role, you will act with a sense of urgency to resolve customers’ problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer.

Requirements

3+ years of experience in related field
Knowledge of Windows, Mac OS, and Linux OS
5+ year’s experience in the Media and Entertainment Industry
Strong communicator and able to build relationships at all levels, taking initiative
Consistent time management and follow through
Demonstrated motivation to learn new skills and technologies
Strong troubleshooting and analytical skills
Must be flexible, decisive, self-motivated, and proactive
Comfortable with ambiguity and working through change while driving results
Open to training and learning new content to better assist customers
Excellent Team player, enjoying supporting and interacting with other members of a global, team with shared responsibilities

Nice To Haves

Advanced knowledge of Entertainment & Media industry needs, pipelines, workflows, and emerging AI-assisted workflows, including familiarity with relevant toolsets.
Knowledge of Autodesk Motion Builder, Mudbox, and/or Arnold
Rigging knowledge is valued, as this role will eventually support Flow Studio workflows, while Maya and 3ds Max remain the core product focus
Scripting or programming skills (MEL, Python, PyMel)
Language skills English, additional languages
Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks

Responsibilities

Provide timely, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions
Research, verify, and document product issues
Manage customer expectations by providing timely updates on progress
Actively address personal backlog of support requests
Contribute to the unassigned case backlog by taking cases proactively
Participate in team efforts to improve support delivery processes and strategies.
Prioritize support between our Standard, Premium, and Enterprise Priority support offerings