Technical Support Specialist

Job Requisition ID # 26WD97371 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 12:00pm - 9:00pm EST. Although this is a hybrid first position with some work from home opportunities, you must be located in or around the Denver, CO., or Atlanta, GA metro area. Responsibilities Investigate Tier II customer escalations by reproducing issues and validating expected behavior Analyze 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 Provide clear, empathetic, and structured communication throughout the case lifecycle Translate technical findings into user-friendly explanations Own customer engagement and expectation management 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 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 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 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 – 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! Benefits From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/ Salary transparency Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $49,300 and $88,330. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. Sales Careers Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales Equal Employment Opportunity At Autodesk, we're building a ... (truncated, view full listing at source)