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Technical Support Specialist

Autodesk -
Melbourne VIC

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Job Details

Full-time

Benefits

Work from home

Qualifications

Jira
CRM software
Salesforce
Technical support
Analysis skills
SaaS
Autodesk
Communication skills

Full Job Description

Job Requisition ID #

26WD97373

Position Overview

The Technical Support Specialist is responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Forma products. This role investigates Tier II escalations, partners with Engineering and Product teams, and contributes to knowledge-building across the support organization. This is the entry point into Tier II and offers clear pathways for career development into Senior Technical Support roles. This position will have work hours of 9:00 AM – 6:00 PM AEST. This is a hybrid first position with some work from home opportunities. You must be located in the Melbourne, Australia area.

Responsibilities

Case Investigation & Troubleshooting

Investigate Tier II customer escalations by reproducing issues and validating expected behaviour
Analyse logs, workflows, and system interactions to isolate root causes
Surface defect trends and product gaps with clear reproduction steps
Maintain accurate and complete case documentation

Customer Communication

Provide clear, empathetic, and structured communication throughout the case lifecycle
Translate technical findings into user-friendly explanations
Own customer engagement and expectation management

Cross-Functional Collaboration

Partner with Engineering, Product, and frontline Support to ensure accurate escalation and alignment
Participate in case review sessions and feedback loops
Support Senior Technical Support Specialists during complex investigations

Knowledge & Enablement

Contribute to troubleshooting guides, KB articles, and internal documentation
Identify knowledge gaps and share insights from recurring case themes
Participate in technical enablement sessions and onboarding support

Continuous Improvement

Identify workflow or developer-support improvements based on debugging patterns
Participate in tooling evaluations and process improvement initiatives

Minimum Qualifications

1–3 years in technical support or SaaS troubleshooting
Strong analytical and debugging skills across cloud or mobile platforms
Experience with CRM/issue tracking tools such as Salesforce or Jira
Excellent written and verbal communication skills

Preferred Qualifications

Familiarity with the Autodesk Forma product suite
Experience supporting Web, iOS, or Android applications
Experience mentoring peers or contributing to enablement content

#LI-PW1

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. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).

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