Senior Technical Support Specialist - Forma

Job Requisition ID # 26WD100587

Position Overview

We are hiring a Senior Technical Support Specialist for the Americas EASTERN Time (AMER EST) shift to join our team of technical experts supporting customers in maximising the value of their Building Information Modeling (BIM) / FORMA solutions.

Do you enjoy solving problems and helping others? Are you passionate about delivering exceptional customer experiences? If so, we would like to hear from you. In this role, you will resolve customer issues reported to Autodesk through multiple support channels while contributing to our knowledge base and support resources. You may also participate in proactive support activities, deliver webinars, and represent the team at company events such as Autodesk University.

This role supports the Americas EASTERN Time (AMER EST) shift from 5:00 PM IST to 1:30 AM IST. The work location is Bengaluru, India, following a hybrid work model. You will report to the Technical Support Manager.

Responsibilities

• Resolve customer issues reported to Autodesk through chat, phone, web, online forums, and other support channels

• Provide prompt and efficient assistance to customers on a variety of issues related to product features, usage, workflows, and design automation

• Research, verify, and document product issues and solutions in concise knowledge base articles and internal case management systems

• Manage the prioritization and escalation of critical issues while ensuring compliance with Service Level Agreements (SLAs)

• Document customer interactions and support activities in a company-wide case management system

• Perform root cause analysis, identify issue trends, and maintain support insights

• Assist team members with complex cases and promote cross-team collaboration

• Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts

Minimum Qualifications

• Bachelor's degree or equivalent qualification in Civil Engineering, Architecture, or a related field

• Proficiency in managing workflows across Building Information Modeling (BIM) and Autodesk Construction Cloud (ACC) / FORMA platforms within a production environment

• Hands-on experience with Autodesk Revit and Autodesk Navisworks, including coordination and execution of BIM processes

• Strong understanding of BIM standards and practical experience with BIM360 and Forma workflows

• Ability to apply BIM tools, standards, and processes to improve project efficiency and collaboration

• Strong verbal and written communication skills in English

• Strong analytical, troubleshooting, and problem-solving skills

• Ability to work effectively in a fast-paced, customer-focused environment

Preferred Qualifications

• Experience supporting enterprise customers in technical support or customer success environments

• Experience delivering customer training sessions, webinars, or technical presentations

• Familiarity with Autodesk Construction Cloud administration and project collaboration workflows

• Experience documenting technical solutions and contributing to knowledge management initiatives

• Experience working with globally distributed teams and stakeholders

The Ideal Candidate

• Demonstrates a customer-first mindset and builds strong, trusted relationships with customers

• Understands customer needs and translates them into effective technical solutions

• Identifies opportunities to improve customer outcomes and proactively recommends best practices

• Balances multiple priorities effectively while maintaining a high standard of quality and attention to detail

• Works collaboratively across teams to solve complex technical challenges

• Takes ownership of customer issues and drives them through successful resolution

• Demonstrates empathy, professionalism, and accountability in all customer interactions

• Applies analytical thinking and sound judgment to troubleshoot and resolve technical issues

• Communicates clearly and effectively with both technical and non-technical audiences

• Continuously seeks opportunities to learn, improve, and share knowledge with others

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.

Belonging

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

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.