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Position Overview

We are seeking a Technical Support Specialist – Civil 3D to deliver exceptional technical support and guidance to Autodesk customers. In this role, you will engage with users through various support channels—including web, chat, scheduled calls, and phone—to provide timely, effective solutions and troubleshooting assistance. Your strong analytical and communication skills will play a critical role in understanding, documenting, and resolving technical issues, all while ensuring a world-class customer experience. You’ll also contribute to the team’s shared knowledge and continuous improvement.

As a member of the Customer Technical Success Team, you will take ownership of customer cases from initial logging through to resolution. This includes collaborating closely with product engineering, technical leads, and cross-functional teams to drive cases to closure and ensure customer satisfaction. This position reports to a Product Support Manager and requires sound judgment, independent decision-making, and effective caseload management to meet individual, team, and organizational goals. Shift Timing: EMEA, primarily 14:00 – 22:30; however, it may change as per business requirements (the candidate needs to be flexible for shifts). Work Location: Bangalore, India (the successful candidate will be expected to relocate to Bangalore).

Responsibilities

• Respond to support requests via multiple channels and adhere to documented processes

• Prioritize critical technical issues and monitor service level compliance

• Document support interactions in a company-wide case management system

• Escalate and consult unresolved issues with senior staff as required

• Research, verify, and document product defects

• Manage multiple projects and technical requests simultaneously, ensuring timely solutions and effective prioritization based on urgency and impact.

• Actively manage a personal backlog of support requests

• Manage customer and partner expectations by providing timely updates on progress

• Participate in product beta programs and product testing events organized by the product development teams

• Assist in the fundamental development and maintenance of internal knowledge base quality via the Knowledge-Centered Support (KCS) methodology

• Influence and contribute to product management and development to ensure successful improvements

Minimum Qualifications

• Bachelor's degree or equivalent experience in Civil, Architecture, Mechanical, or a related field

• Competent knowledge in Civil 3D with 3 or more years of overall experience

• Knowledge and work experience in ReCap, Infraworks, and Vehicle Tracking is an added advantage

• Proficiency or familiarity with Construction and BIM industry needs and workflows

• Proficiency in the English language is a must (written and verbal)

• Able to manage several projects and technical requests simultaneously, setting the right priorities

• Strong troubleshooting and analytical skills

Preferred Qualifications

• Additional knowledge of Autodesk BIM 360 cloud solutions (Collaboration for Civil), Dynamo, Forge, Generative design

• Knowledge of Autodesk products such as AutoCAD, Navisworks, Recap, Structural Bridge Design is a plus

• Demonstrated ability to build and maintain strong relationships with partners and customers

• Excellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audience

• Team player who enjoys supporting and interacting with other members of a shared responsibility

The Ideal Candidate

• Adaptable: Embrace uncertainty and adapt to changing circumstances quickly. See opportunities where others see failure. Committed to continuous learning and growth

• Inclusive: Work collaboratively with people diverse in background, culture, and ways of living. Actively seek differing perspectives to create powerful outcomes. Own individual biases and challenge them daily

• Accountable: Do what you say and say what you do. Take responsibility for good and bad results. Inform others of decisions and plans that affect them

• Demonstrate Integrity: Be transparent and honest. Hold each other accountable to the highest ethical standards. Go beyond what is required to do what is best for customers, employees, and partners

• Smart: Minimize complexity and strive for simplicity. Prioritize and apply targeted effort to the work that matters most. Be aware of the impact of your words and actions on others

• Humble: Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility

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