Senior Manager - Customer Support Engineering (Service Cloud, Contact Center)

Job Requisition ID #

25WD93191

Position overview

We are looking for a Senior Manager, Customer Support Engineering to lead the technology and systems that power our global Support organization. You will own Salesforce (Service Cloud, Knowledge, Experience Cloud), telephony systems, and integrations with portals and support apps, ensuring scalable, high-quality support experiences for our customers.

Lead a rapidly expanding engineering team and own the modernization of Autodesk's Service Cloud and Telephony stack. This is the opportunity to influence executive stakeholders, drive service excellence at massive scale, and build a next-gen support platform that sets the benchmark for the industry.

Responsibilities

• Lead and mentor a team of support system engineers and platform specialists.
• Manage Salesforce Service Cloud, Knowledge, Experience Cloud, and related support applications.
• Oversee telephony/contact center systems and integrations with portals and supporting apps.
• Optimize workflows, routing, automation, and processes to improve support efficiency.
• Collaborate with Product, Engineering, and Operations teams to resolve escalations and improve customer experience.
• Track and report key metrics such as CSAT, SLA compliance, and case resolution.
• Prepare support systems and processes for new product launches.

Qualifications

• 10+ years in Customer Support Engineering, Support Operations, or technical systems roles.
• 3+ years managing technical teams.
• Experience with Salesforce Service Cloud, Knowledge, Experience Cloud.
• Familiarity with telephony/contact center systems and integrations.
• Strong problem-solving and communication skills.

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About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk - it's at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you're an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency
Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).

Client-provided location(s): Bangalore, India

Job ID: autodesk-25WD93191

Employment Type: FULL_TIME

Posted: 2025-11-22T19:17:10