Technical Support Engineer – Revit

• Respond to customer support requests through multiple channels while adhering to documented processes
• Contribute to organizational initiatives and identify strategies to improve operational efficiency
• Monitor performance against established service levels and quality standards
• Manage and resolve assigned support tickets and maintain an effective ticket backlog
• Provide timely updates on issue progress and resolution to customers and partners
• Participate in product beta programs and product testing activities
• Research and verify product issues and solutions using the Knowledge Base and internal case management systems
• Develop and maintain internal knowledge base content using the Knowledge Centered Support (KCS) methodology
• Provide feedback to product management and development teams to support product improvements
• Investigate and resolve escalated service delivery and customer satisfaction issues
• Share relevant updates and product information with support and partner teams
• Collaborate with Client Services, Renewals Hub, Sales, and other Autodesk teams to resolve customer issues

• Bachelor's degree in Design, Engineering, Infrastructure, or a related field, or equivalent work experience
• Competent knowledge of Autodesk Revit, Navisworks, and Autodesk Construction Cloud / BIM 360
• At least 4 years of relevant industry experience
• 3+ years of experience in technology and customer support
• Proficiency in CRM tools
• Experience supporting cloud-based / SaaS applications
• Familiarity with construction and Building Information Modeling (BIM) industry requirements and workflows
• Demonstrated ability to take ownership of customer issues, troubleshoot technical problems, and identify effective solutions or workarounds
• Strong teamwork and collaboration skills
• Ability to work flexible hours as required by support demand
• Strong customer relationship management skills and the ability to understand customer needs
• Ability to manage multiple technical requests simultaneously and prioritize cases effectively
• Proven ability to build and maintain strong relationships with customers and partners
• Excellent verbal and written communication skills, including the ability to explain complex technical concepts clearly in live or virtual interactions
• A collaborative mindset and willingness to support other members of a shared-responsibility team

• Pay per successfully resolved ticket, subject to applicable quality and performance criteria
• Freelance / Independent Contractor engagement
• Flexible hours as required by support demand