Digital Support Technical Support Specialist

Experteer Overview Usted podría ser el solicitante perfecto para este trabajo. Lea toda la información asociada y asegúrese de presentar su candidatura. As a Digital Support Technical Support Specialist, you will handle Tier II investigations and advanced troubleshooting for Autodesk Forma products. You will work closely with Engineering, Product, and Customer Success to resolve complex customer issues, contribute to knowledge resources, and drive continuous improvement. You’ll communicate clearly with customers and internal teams, translating technical findings into actionable insights. This role offers impact by improving product quality and support efficiency within a global, cross-functional team.Compensaciones / Beneficios* Investigate and troubleshoot complex cloud-based, web, and mobile issues with root-cause analysis* Identify defects and workflow gaps; provide clear reproduction steps for engineering investigations* Maintain accurate case documentation and validate engineering fixes before closure* Communicate updates empathetically and clearly to customers; translate technical findings for non-technical audiences* Own Tier II escalations from investigation to resolution; collaborate with Engineering, Product, and frontline Support* Participate in case reviews, escalation discussions, and feedback loops to improve support and product quality* Contribute to troubleshooting guides and knowledge base; share best practices with frontline teams* Identify and propose improvements to workflows, tooling, and processes; leverage AI-assisted tools to enhance efficiency* Support initiatives to improve product quality and overall customer experience* On-call rotation including weekends/holidays to handle critical escalations and incidentsResponsabilidades* Bachelor’s degree in IT/CS/Engineering or equivalent practical experience* 1-3 years in Tier II Technical Support xcskxlj or similar SaaS/cloud/web/mobile environment* Strong analytical, troubleshooting, and debugging skills* Experience using Salesforce, Jira, or similar CRM/issue-tracking tools* Excellent written and verbal communication for technical and non-technical audiences* Familiarity with AI-assisted tools to boost productivity and troubleshooting* Preferred familiarity with Autodesk Forma products and related construction tech* Experience validating software defects and collaborating with EngineeringRequisitos principales* salary transparency* comprehensive benefits package