Escalation Lead - Sr Technical Support Specialist - ACAD

Job Requisition ID #

25WD87579

Position Overview

Do you enjoy solving problems? Does a 'Thank you very much, you've saved my business!' from a customer put a smile on your face? If yes, read on. We are looking for an Escalation Lead - Sr. Technical Support Specialist - AutoCAD to provide support services to Autodesk Customers and Partners. The specialist will use multiple modalities like Web, Chat, Schedule-A-Call, Phone, etc., to connect with customers.

The ideal candidate for this role should possess excellent analytical and communication skills to ensure technical problems are understood, documented, and resolved promptly and effectively. As part of the Customer Technical Success Team, you will oversee and manage reported issues from case logging till closure, in close collaboration with the product engineering team, team leads, and cross-functional teams to achieve successful resolution. This role reports to a Product Support Manager and requires the use of judgment and independent decision-making when managing caseloads to achieve individual, team, and organizational goals.

• As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, AutoDesk Executive Team, & Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handling
• This role requires to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekend
• The individual needs to take the ownership of high priority incidents & drive it towards successful closure
• Post resolution, analyse the root cause, understand the process gaps and suggest solutions to avoid recurrence of issue.
• Consistently comply with established guidelines, protocols, policies & procedures as communicated from time to time to support AutoDesk products
• Participate in business improvement projects and help operation excellence team in identifying & analyzing the areas of improvements
• Respond to support requests via multiple channels and adhering to documented processes
• Prioritize critical technical issues and monitoring of service level compliance
• Document support interactions in a company-wide case management system
• Escalate and consult experts/product team to fix complex issues.
• Research, verify and document product defects
• Actively handle personal backlog of support requests
• Manage customer and partner expectations by providing timely updates on progress
• Participate in product beta programs & product testing events organized by the product development teams
• Conduct Webinars for Partners and Customer on Product and Best Practices
• Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centred Support (KCS) methodology
• Influence and contribute to product management and development to contribute to successful improvements

• Minimum 6+ years of Industry Experience
• Competent knowledge and work experience of AutoCAD, AutoCAD Toolsets & Interoperability
• Additional knowledge of Autodesk products like, Navisworks, Civil 3D, Revit, Inventor, Vault, BIM is a plus
• Proficiency or familiarity of Architecture / Construction / Infrastructure / Manufacturing industry needs and workflows. Basic knowledge on SDLC
• Bachelor's degree or equivalent experience in Architecture, Civil, Mechanical, or related field

• Proficiency in English language with excellent verbal and written communication skills, ability to convey complex technical details coherently to a live or virtual audience
• Able to manage multiple projects and technical requests at a time, setting the right priorities
• Demonstrated ability to build and maintain strong relationships with partners and customers
• Team player who enjoys supporting and interacting with other members of a shared responsibility team

• Adaptable: Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to continuous learning and growth
• Inclusive: Work collaboratively with people who are diverse in background, culture, and ways of living. Actively seek differing perspectives to create more powerful outcomes. Own individual biases and challenge them daily
• Accountable: Take responsibility for good and bad results. Inform others of decisions and plans that affect them
• Demonstrate Integrity: Transparent and honest. Hold each other accountable to the highest ethical standards. Go beyond what is required to do what is best for our customers, employees, and partners
• Smart: Minimize complexity and strive for simplicity. Prioritize and apply targeted effort to the work that matters most. Aware of the impact of my words and actions on others
• Humble: Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility