Technical Support Specialist

Autodesk

Melbourne

2 weeks ago

Melbourne

2 weeks ago

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Technical Support Specialist

Technical Support Specialist responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Forma products. This hybrid role in Melbourne, Australia involves investigating Tier II escalations and collaborating with Engineering and Product teams. Requires 1-3 years of technical support or SaaS troubleshooting experience.

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Hybrid

Full-time

Entry Level

SaaS

Cloud Platforms

Salary

Not specified

Work Location

Melbourne, Victoria, Australia, AU

Work Model

Hybrid first position with some work from home opportunities

Experience Required

3 years

Employment Type

Full-time

Experience Level

Tier II, entry point into Tier II with pathways to Senior Technical Support roles

Core Qualifications

Technical (Must-have)

SaaScloud platformsmobile platforms

Soft Skills

analyticaldebuggingwritten communicationverbal communicationmentoring

Tools (Must-have)

SalesforceJira

Preferred Qualifications

Technical (Nice-to-have)

Autodesk Forma product suiteWebiOSAndroid

Key Responsibilities

•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
•Provide clear, empathetic, and structured communication throughout the case lifecycle
•Translate technical findings into user-friendly explanations
•Own customer engagement and expectation management
•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
•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
•Identify workflow or developer-support improvements based on debugging patterns
•Participate in tooling evaluations and process improvement initiatives

Technical SupportSaaSHybridMelbourneAutodeskTier IICRMJiraSalesforce

Key Responsibilities

•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

•Provide clear, empathetic, and structured communication throughout the case lifecycle

•Translate technical findings into user-friendly explanations

•Own customer engagement and expectation management

•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

•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

•Identify workflow or developer-support improvements based on debugging patterns

•Participate in tooling evaluations and process improvement initiatives