Technical Support Specialist

Job Summary

As a senior member of the Technical Support team, the full-time remote Technical Support Specialist will manage complex technical issues escalated from front-line support, troubleshoot advanced problems within the Autodesk ecosystem, and leverage AI tools to enhance support efficiency and customer experience.

Key Responsibilities

• Serve as a senior escalation point on the Service Desk, taking ownership of complex technical issues and driving them to resolution
• Troubleshoot and resolve advanced issues across Stratus and the Autodesk ecosystem, including publish/import failures and platform configuration problems
• Utilize AI tools to diagnose issues, draft customer-facing responses, and develop utilities to streamline support processes

Required Qualifications

• 3+ years in a technical support role, preferably within SaaS or Construction Tech, with experience handling escalated Tier 2 issues
• Demonstrated fluency with AI tools in a professional setting and the ability to build lightweight tools or scripts with AI assistance
• Strong understanding of Autodesk tools, specifically Revit and BIM 360/ACC, with a solid grasp of construction workflows
• Ability to distill complex technical problems into clear, actionable solutions for customers and colleagues
• Detail-oriented with excellent organizational skills for managing and prioritizing a Service Desk queue