Technical Support Specialist

Autodesk•Denver, CO

8d•Hybrid

About The Position

The Technical Support Specialist is responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Construction Cloud 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 11:00am - 8:00pm EST. This is a hybrid first position with some work from home opportunities. You must be located in either Denver, CO., or Atlanta, GA.

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 Autodesk Construction Cloud products
Experience supporting Web, iOS, or Android applications
Experience mentoring peers or contributing to enablement content

Responsibilities

Case Investigation & Troubleshooting: 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
Customer Communication: Provide clear, empathetic, and structured communication throughout the case lifecycle
Translate technical findings into user-friendly explanations
Own customer engagement and expectation management
Cross-Functional Collaboration: 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
Knowledge & Enablement: 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
Continuous Improvement: 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 $53,300 and $91,850.
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.

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