Senior Technical Support Specialist - FlexSim

Job Requisition ID # 26WD97305 Position Overview We are hiring a Senior Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Using troubleshooting and communication skills, you will focus on solving issues. You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge. You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing case load. To be successful in this role, you will act with a sense of urgency to resolve customers’ problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer. Responsibilities Resolve customer issues across multiple channels (chat, phone, web, forums) with timely, friendly, and efficient support Provide expert guidance on product features, usage, and design automation to Autodesk customers Research, verify, and document product issues and solutions in internal systems and customer-facing knowledge base articles Document all support interactions accurately in the case management system Manage and prioritize personal backlog of support requests, including proactive handling of unassigned cases Handle escalations effectively, ensuring priority issues are addressed and service level commitments are met Troubleshoot and solve complex technical problems by applying best practices and innovative approaches Perform root cause analysis, identify trends, and maintain insights to improve support quality Collaborate across teams and assist colleagues on challenging cases to drive effective resolution Influence product management and development by providing feedback to improve products and customer experience Maintain clear and proactive communication with customers, including regular updates and expectation management Continuously improve technical knowledge through self-driven learning on product enhancements and features Contribute to process improvements and support delivery strategies, including ongoing operational enhancements Prioritize and manage support across different service tiers (Standard, Business, Enterprise) Work independently with guidance at key points, demonstrating strong ownership and accountability Mentor or support less experienced team members as needed Minimum Qualifications Bachelor’s degree in Industrial Engineering, Systems Engineering, Operations Research, Computer Science, Mechanical/Manufacturing Engineering and Mathematics, or related technical field 2–5 years of experience in Discrete Event Simulation (DES) modeling, process improvement, or operational analysis Advanced knowledge of Discrete Event Simulation (DES) concepts Experience using FlexSim or similar simulation tools (e.g., AnyLogic, Simio, Arena) Strong communicator and able to build relationships at all levels, taking initiative Consistent time management and follow through Demonstrated motivation to learn new skills and technologies Strong troubleshooting and analytical skills Must be flexible, decisive, self-motivated, and proactive Comfortable with ambiguity and working through change while driving results Open to training and learning new content to better assist customers Excellent Team player, enjoying supporting and interacting with other members of a global, team with shared responsibilities. Basic to intermediate programming skills (e.g., C, Python or other object-oriented languages) Experience in manufacturing, logistics, or industrial engineering environments Familiarity with CAD tools (e.g., Fusion, AutoCAD) Basic understanding of data integration, SQL or analytics workflows ... (truncated, view full listing at source)