Job Requisition ID #25WD93748
Position OverviewThe Technical Support Specialist is responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Construction Cloud 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 11:00am - 8:00pm EST.
This is a hybrid first position with some work from home opportunities.
You must be located in either Denver, CO., or Atlanta, GA.
ResponsibilitiesCase Investigation & Troubleshooting:
- 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
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 Autodesk Construction Cloud products
- Experience supporting Web, iOS, or Android applications
- Experience mentoring peers or contributing to enablement content
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