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Responsible for Tier II technical investigations, advanced troubleshooting, and defect validation for Autodesk Forma products. The role involves partnering with Engineering and Product teams to resolve complex customer issues and contributing to internal knowledge bases.
Requirements
Requires a Bachelor's degree in IT, Computer Science, or Engineering with 1-3 years of experience in Tier II support for SaaS or cloud applications. Candidates must possess strong debugging skills and proficiency with CRM and issue-tracking tools like Salesforce and Jira.
Full job description
Job Requisition ID #
26WD98836
Technical Support Specialist
Autodesk Forma connects the office, trailer, and field so customers can move through each phase of a building's lifecycle, from design and pre-construction to construction, turnover, and operations, with solutions including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff. General contractors, subcontractors, and owners around the world rely on Forma to win more work, enhance collaboration, accelerate decision-making, reduce risk, and improve overall project outcomes.
The Digital Support Technical Support Specialist is responsible for Tier II technical investigations, advanced troubleshooting, customer communication, defect validation, and technical issue resolution across Autodesk Forma products. This role partners closely with Engineering, Product, Customer Success, and frontline Support teams to resolve complex customer issues while contributing to knowledge development and continuous improvement initiatives across the support organization.
Work Schedule & Coverage Requirements
Work Schedule: Monday through Friday, 8:00 AM to 5:00 PM Central European Time (CET/CEST).
On-Call Participation: Participation in a rotating on-call program, including weekend and holiday coverage, is required to support critical customer escalations, production incidents, and business continuity needs.
Responsibilities
Case Investigation & Troubleshooting
Investigate, troubleshoot, and debug complex customer issues across cloud-based, web, and mobile applications, including root cause identification where appropriate.
Identify product defects and workflow gaps, and provide clear reproduction steps and supporting evidence for Engineering investigations.
Maintain accurate case documentation and validate engineering fixes prior to resolution.
Customer Communication & Advocacy
Provide clear, empathetic, and structured communication throughout the case lifecycle.
Translate technical findings into user-friendly explanations for customers and non-technical audiences.
Manage customer expectations and provide timely updates throughout investigations.
Advocate for customer concerns and business impact during issue resolution.
Cross-Functional Collaboration
Own Tier II escalations from investigation through resolution, ensuring timely progress and stakeholder alignment.
Partner with Engineering, Product, Customer Success, and frontline Support teams to investigate, escalate, and resolve customer issues.
Participate in case reviews, escalation discussions, and feedback loops that improve support effectiveness and product quality.
Communicate recurring issues, product gaps, and customer-impacting trends to appropriate stakeholders.
Knowledge & Enablement
Contribute to troubleshooting guides, knowledge base articles, and internal documentation.
Share technical knowledge and troubleshooting best practices with frontline Support teams.
Identify knowledge gaps and recommend opportunities for training or documentation improvements.
Continuous Improvement
Identify opportunities to improve workflows, tooling, support processes, and operational efficiency.
Contribute insights and recommendations based on recurring customer issues, debugging patterns, and support trends.
Leverage emerging technologies, including AI-assisted tools, to improve productivity, troubleshooting effectiveness, knowledge discovery, and workflow efficiency.
Support initiatives that improve product quality and the overall customer experience.
Minimum Qualifications
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience in technical support, software troubleshooting, or a related technical discipline.
1–3 years of experience in Tier II Technical Support or a related technical support role supporting SaaS, cloud-based, web, or mobile applications.
Strong analytical, troubleshooting, and debugging skills.
Experience using Salesforce, Jira, or similar CRM and issue-tracking tools.
Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
Demonstrated ability to leverage emerging technologies, including AI-assisted tools, to improve productivity, troubleshooting effectiveness, and workflow efficiency.
Preferred Qualifications
Familiarity with Autodesk Forma products, including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff, or comparable construction technology solutions.
Experience supporting web, iOS, or Android applications.
Experience validating software defects and collaborating with Engineering teams during issue resolution.
Experience contributing to technical documentation or knowledge-sharing initiatives.
Familiarity with construction industry workflows and technologies.
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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!
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. For Spain based roles, we expect a starting base salary between $30,000 and $44,000. 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
This role may require in-person onboarding and/or in-person ID verification.
Are you an existing contractor or consultant with Autodesk?
Please search for open jobs and apply internally (not on this external site).
Related keywords
Autodesk FormaSaaSCloud ComputingWeb ApplicationsiOSAndroidCRMJiraSalesforceConstruction TechnologyTier II SupportDebuggingRoot Cause AnalysisTechnical SupportSoftware DefectsKnowledge Base
Designers, engineers, builders, and creators trust Autodesk to help them design and make a better world. #MakeAnything
Industry
Software Development
Company size
10,001+ employees
Founded
1982
Headquarters
San Francisco, CA
LinkedIn followers
1,109,950
Total funding
$1.5B
Autodesk is changing how the world is designed and made.
Our technology spans architecture, engineering, construction, product design, manufacturing, and media and entertainment. We empower innovators everywhere to solve challenges, big and small. From greener buildings to smarter products and more mesmerizing blockbusters, Autodesk software helps our customers design and make a better world for all.
Over 100 million people use Autodesk software, like AutoCAD, Revit, Maya, 3ds Max, Fusion 360, SketchBook, and more, to unlock their creativity and solve important design, business, and environmental challenges. Our software runs on both personal computers and mobile devices. It taps the infinite computing power of the cloud to help teams around the world collaborate, design, simulate, and fabricate their ideas in 3D.
We provide exceptional compensation and benefit packages, and we’d love for you to join us. We’re proud to be an equal opportunity employer, and we consider all qualified applicants without regard to race, gender, disability, veteran status, or other protected category. To see our culture in action, check out #AutodeskLife.
We are headquartered in the San Francisco Bay Area and have over 10,000 employees worldwide.
Offices: Market St, San Francisco, CA 94105, US · Via Tortona, 37, Milano, Lombardia 20144, IT
3D Design Software and TechnologyDigital PrototypingSustainable Design SoftwareMedia & EntertainmentConsumer SoftwarePLMCloudand MobileCADSoftware Engineering