The Senior Technical Support Specialist is responsible for leading complex investigations, driving technical excellence, and ensuring consistent escalation quality across Autodesk Forma products
Job Summary
The Senior Technical Support Specialist is responsible for leading complex investigations, driving technical excellence, and ensuring consistent escalation quality across Autodesk Forma products.
This role operates as a senior-level individual contributor within Tier II, serving as a technical leader within the pod model.
The Senior Technical Support Specialist is responsible for driving the technical growth of the team, developing strong product knowledge, and building relationships with Engineering and Product teams.
Matching Summary
The Senior Technical Support Specialist is responsible for leading complex investigations, driving technical excellence, and ensuring consistent escalation quality across Autodesk Forma products.
Skills & Requirements
Must-have
Lead complex Tier II investigations
Analyze logs, workflows, and system interactions
Identify patterns across cases
Own technical escalation quality
Partner with Engineering and Product teams
Drive the technical development of the team
Serve as the technical leader within the pod
Nice-to-have
Strong product knowledge
Build strong working relationships
Represent Tier II from a technical perspective
Contribute to improvements in tools and systems
Operate independently and handle ambiguity
Key Requirements
3-5+ years in technical support or SaaS troubleshooting
Experience as a Senior Technical Support Specialist at a Tier II level or equivalent
Strong analytical and debugging skills
Experience working with tools such as Salesforce, Jira, or similar platforms