Job Requisition ID #

24WD81752

Position Overview

We are looking for a Product Support Specialist specializing in Fusion 360 to join our team. The role involves providing support services and engaging Autodesk customers by offering effective technical solutions, directions, and troubleshooting advice. Support services will be conducted via various channels, including web, chat, scheduled calls, and phone. Utilizing analytical and communication skills, this role ensures technical problems are understood, documented, and resolved promptly and effectively, creating an outstanding customer experience and enhancing the team’s knowledge.

As part of the Global Product Support Team, you will oversee and manage reported issues from case logging phase to closure. You will work with the product engineering team, technical leads, and cross-functional teams to achieve successful resolutions. This role reports to a Product Support Manager and requires the use of judgment and independent decision-making to manage caseloads and achieve individual, team, and organizational goals.

The position is based in Bangalore, India, and the successful candidate will be expected to relocate to Bangalore. The working hours will align with AMER hours (10:00 PM – 06:30 AM IST).

Responsibilities

Respond to support requests via multiple channels (chat, phone, web, online forums, etc.) while adhering to documented processes

Document support interactions in a company-wide case management system

Escalate and consult unresolved issues to senior staff as required.

Research, verify, and document product defects

Actively manage a personal backlog of support requests

Manage customer and partner expectations by providing timely updates on progress

Assist in the development and maintenance of an internal knowledge base using the Knowledge-Centered Support (KCS) methodology

Influence and contribute to product management and development for successful improvements

Minimum Qualifications

Competent knowledge of Design (CAD), Simulation, Manufacturing (CAM), or ECAD software, or related Autodesk products (such as Autodesk FeatureCAM, PowerShape, PowerMill, PartMaker, Inventor, Fusion 360, Eagle, or similar software)

Bachelor’s degree or Diploma in a related field, OR equivalent product experience in a relevant industry

Excellent verbal and written English communication skills; additional languages are advantageous

Ability to understand and convey complex technical details coherently to a live or virtual audience

Strong troubleshooting and analytical skills

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

Ability to work flexible hours/shifts

The Ideal Candidate

People-minded: Empathizes with, responds to, and problem-solves customer issues

Prompt: Makes timely decisions based on sound logic and consideration of consequences

Initiative-taker: Has a strong sense of ownership, a bias for action, and a willingness to roll up their sleeves

Organized: Clarifies assignments, prioritizes work, and pays attention to detail to ensure timely and high-quality work

Strategic: Offers articulate recommendations and rationale, and builds support with key decision-makers

A wet sponge: Actively listens to others to communicate technical information clearly and concisely

Intellectually curious: Learns from mistakes, adapts to change, and seeks out ways to develop new skills

Influential: Acts as a role model, inspiring others, and making a positive impact

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Learn More

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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future 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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

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

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