Job Requisition ID #
26WD97373
Position Overview
The Technical Support Specialist is responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Forma 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 9:00 AM – 6:00 PM AEST. This is a hybrid first position with some work from home opportunities. You must be located in the Melbourne, Australia area.
Responsibilities
Case Investigation & Troubleshooting
- Investigate Tier II customer escalations by reproducing issues and validating expected behaviour
- Analyse 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
Minimum Qualifications
- 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
Preferred Qualifications
- Familiarity with the Autodesk Forma product suite
- Experience supporting Web, iOS, or Android applications
- Experience mentoring peers or contributing to enablement content
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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
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