Technical Support Specialist

Autodesk • Atlanta, GA

3d • Hybrid

About The Position

The Technical Support Specialist is responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Forma products. This role investigates Tier II escalations, partners with Engineering and Product teams, and contributes to knowledge-building across the support organization. This is the entry point into Tier II and offers clear pathways for career development into Senior Technical Support roles. This position will have work hours of 12:00pm - 9:00pm EST. Although this is a hybrid first position with some work from home opportunities, you must be located in or around the Denver, CO., or Atlanta, GA metro area.

Requirements

• 1–3 years in technical support or SaaS troubleshooting
• Strong analytical and debugging skills across cloud or mobile platforms
• Experience with CRM/issue tracking tools such as Salesforce or Jira
• Excellent written and verbal communication skills

Nice To Haves

• Familiarity with the Autodesk Forma product suite
• Experience supporting Web, iOS, or Android applications
• Experience mentoring peers or contributing to enablement content

Responsibilities

• Investigate Tier II customer escalations by reproducing issues and validating expected behavior
• Analyze logs, workflows, and system interactions to isolate root causes
• Surface defect trends and product gaps with clear reproduction steps
• Maintain accurate and complete case documentation
• Provide clear, empathetic, and structured communication throughout the case lifecycle
• Translate technical findings into user-friendly explanations
• Own customer engagement and expectation management
• Partner with Engineering, Product, and frontline Support to ensure accurate escalation and alignment
• Participate in case review sessions and feedback loops
• Support Senior Technical Support Specialists during complex investigations
• Contribute to troubleshooting guides, KB articles, and internal documentation
• Identify knowledge gaps and share insights from recurring case themes
• Participate in technical enablement sessions and onboarding support
• Identify workflow or developer-support improvements based on debugging patterns
• Participate in tooling evaluations and process improvement initiatives

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 is one part of Autodesk’s competitive compensation package.
• For U.S.-based roles, we expect a starting base salary between $49,300 and $88,330.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees