Job Requisition ID 26WD100619

Position Overview Do you like solving problems? Does a "Thank you very much you've saved my business!" from a customer put a smile on your face? If yes, read on.

We are looking for an Escalation Lead - Sr. Technical Support Specialist - BIM / Revit (for Autodesk Revit, Navisworks, BIM360 / Autodesk Construction Cloud applications) to provide support services to Autodesk Customers and Partners in the AMER region (PST shift). The specialist will use multiple modalities like Web, Chat, Schedule-A-Call, Phone etc. to connect with customers. Work location will be at Bangalore, India and you will report to the Manager, Support function.

Responsibilities

- As an Escalation Lead, you will be responsible for managing the escalation received directly from our Leaders, AutoDesk Executive Team, and Enterprise Business Accounts which will be critical to business. Escalations coming from other sources will also be part of your scope of handling.

- You will need to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Based on the rotation, you might have to work over the weekend and be available as on-call to handle any escalations received over the weekend.

- Take ownership of high priority incidents and drive them towards successful closure.

- Post-resolution, analyze the cause, understand the process gaps, and suggest solutions to avoid recurrence of issues.

- Comply with established guidelines, protocols, and procedures as communicated from time to time to support AutoDesk products.

- Respond to support requests by multiple channels and follow documented processes.

- Participate in driving the organizational vision and global projects; identify more efficient strategies to promote efficiency.

- Monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards, prioritize important technical issues, and monitor service level compliance.

- Handle personal backlog of support requests. Manage customer and partner expectations by providing updates on progress.





- Participate in product beta programs and product testing events organized by the product development teams.

- Support the fundamental development of internal knowledge base quality via the Knowledge-Centered Support (KCS) methodology.

- Influence and contribute to product management and development to contribute to successful improvements.

- Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction; ensure communication to customers and appropriate team members.

- Improve communication in the organization; ensure new information is coordinated with support teams and partner teams.

- Work with extended Autodesk teams such as Client Services, Renewals hub, and the Sales team to resolve customer issues.

Minimum Qualifications

- Bachelor's degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience.

- Competent knowledge in Revit, Navisworks, Autodesk Construction Cloud / BIM360.

- At least 5-7 years of industry working experience, including 1 years of team leadership/team coaching.

- 3 years of technology and customer support experience.

- Proficiency or familiarity with Construction and BIM industry needs and workflows.

- Capability to "own" the problem (customer issue), troubleshoot, and solve or reduce the problem.

- Team player skills; ability to work flexible schedule.

- You identify opportunities that benefit our customers and find solutions to meet their expectations.

- Team player who enjoys supporting other members of a shared responsibility team.

The Ideal Candidate

- Embrace uncertainty and flex to changing circumstances quickly; see opportunities where others see failure; committed to learning and growth.

- Inclusive: Work with people who are diverse in background, culture,



and ways of living; seek differing perspectives to create more powerful outcomes; oversee individual biases and challenge them daily.

- Accountable: Do what I say and say what I do; oversee good and bad results; inform others of decisions and plans that affect them.

- Transparent and honest; hold each other accountable to the highest ethical standards; go to do what is best for our customers, employees, and partners.

- Smart: Minimize complexity and work toward simplicity; prioritize and apply targeted effort to the work that matters most; be aware of the impact of my words and actions on others.

- Show confidence, not arrogance; pride, not hubris; share credit and shoulder responsibility.

Learn MoreAbout 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: Autodesk Global Belonging

In-Person Onboarding and Identity Verification This role may require in-person onboarding and/or in-person ID verification.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).

Locations Bengaluru, IND

📌 Escalation Lead (India)
🏢 Autodesk
📍 India