Technical Support Engineer – Revit
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Job Description
Technical Support Engineer troubleshooting Autodesk Revit, Navisworks, and BIM 360 issues. Supporting Autodesk customers through ticket resolution, case management, and product feedback.
Responsibilities:
- 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
Requirements:
- 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
Benefits:
- Pay per successfully resolved ticket, subject to applicable quality and performance criteria
- Freelance / Independent Contractor engagement
- Flexible hours as required by support demand
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