Job Requisition ID #
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
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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.
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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
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