Product Support Representative

Minimum Qualifications

• 1+ year of experience in a customer support role within a SaaS environment, supporting users via phone, email, and chat
• Strong troubleshooting skills with the ability to diagnose issues thoughtfully (not just trial-and-error)
• Excellent communication skills—clear, professional, and patient in both written and verbal interactions
• Experience supporting cloud-based tools (e.g., Microsoft Suite, OneDrive) across iOS, Android, and Windows platforms
• Ability to manage multiple priorities at once while staying organized and customer-focused
• A collaborative, accountable work style with a high level of integrity
• Comfort working with performance metrics (e.g., CSAT, productivity, quality) and using them to improve outcomes
• This is an operational, full-contributor role where you’ll handle a variety of customer issues ranging from straightforward to moderately complex. You’ll apply established processes and sound judgment to solve problems, while continuing to build your expertise in our product, customers, and industry. You’ll work with a supportive team, receive guidance when needed, and have opportunities to grow your skills and impact over time.
• Learn More
• This is an operational, full-contributor role where you’ll handle a variety of customer issues ranging from straightforward to moderately complex. You’ll apply established processes and sound judgment to solve problems, while continuing to build your expertise in our product, customers, and industry.
• You’ll work with a supportive team, receive guidance when needed, and have opportunities to grow your skills and impact over time.

About Autodesk

Benefits

• From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
• Salary transparency
• Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $49,300 and $88,330. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
• Sales Careers
• Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales
• Equal Employment Opportunity
• At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.
• 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.

Responsibilities

• Deliver high-quality support via phone, email, and live chat, assisting with technical troubleshooting, product usage, onboarding, and subscription inquiries
• Take ownership of customer issues from first contact through resolution, setting clear expectations and ensuring timely follow-up
• Accurately document and escalate technical issues, creating clear records that support efficient resolution and product improvement
• Monitor and manage support queues to consistently meet service level expectations
• Partner with cross-functional teams—including Sales, Customer Success, Engineering, and Finance—to advocate for customers and improve the overall experience
• Share customer feedback, trends, and insights with Tier 2 teams and leadership to help shape product and service enhancements
• Contribute to team initiatives and projects that enhance support operations and customer satisfaction
• Approach your work with a continuous improvement mindset, bringing forward ideas that help the team evolve and perform at its best