Senior Technical Support Specialist - FlexSim

Autodesk•Novi, MI

1d•Remote

About The Position

We are hiring a Senior 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? Using troubleshooting and communication skills, you will focus on solving issues. 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

Bachelor’s degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Mechanical/Manufacturing Engineering and Mathematics, or related technical field
2–5 years of experience in Discrete Event Simulation (DES) modeling, process improvement, or operational analysis
Advanced knowledge of Discrete Event Simulation (DES) concepts
Experience using FlexSim or similar simulation tools (e.g., AnyLogic, Simio, Arena)
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.
Basic to intermediate programming skills (e.g., C++, Python or other object-oriented languages)
Experience in manufacturing, logistics, or industrial engineering environments
Familiarity with CAD tools (e.g., Fusion, AutoCAD)
Basic understanding of data integration, SQL or analytics workflows

Nice To Haves

Master’s degree in Industrial Engineering, Operations Research, Systems Engineering, Mechanical/Manufacturing Engineering and Mathematics, or related technical field
Advanced experience with Autodesk FlexSim
Experience with digital twin, Industry 4.0, or smart manufacturing initiatives
Strong understanding of manufacturing, supply chain, warehousing, or healthcare operations
Proficiency with optimization techniques, statistics, and experimental design
Experience with 3D modeling, visualization, or layout design tools
Experience working in a customer-facing or consulting role
Strong presentation skills, including the ability to demonstrate simulation outcomes and business value
Language skills English, additional languages

Responsibilities

Resolve customer issues across multiple channels (chat, phone, web, forums) with timely, friendly, and efficient support
Provide expert guidance on product features, usage, and design automation to Autodesk customers
Research, verify, and document product issues and solutions in internal systems and customer-facing knowledge base articles
Document all support interactions accurately in the case management system
Manage and prioritize personal backlog of support requests, including proactive handling of unassigned cases
Handle escalations effectively, ensuring priority issues are addressed and service level commitments are met
Troubleshoot and solve complex technical problems by applying best practices and innovative approaches
Perform root cause analysis, identify trends, and maintain insights to improve support quality
Collaborate across teams and assist colleagues on challenging cases to drive effective resolution
Influence product management and development by providing feedback to improve products and customer experience
Maintain clear and proactive communication with customers, including regular updates and expectation management
Continuously improve technical knowledge through self-driven learning on product enhancements and features
Contribute to process improvements and support delivery strategies, including ongoing operational enhancements
Prioritize and manage support across different service tiers (Standard, Business, Enterprise)
Work independently with guidance at key points, demonstrating strong ownership and accountability
Mentor or support less experienced team members as needed