Senior Technical Support Specialist - Forma

Responsibilities

• Resolve customer issues reported to Autodesk through chat, phone, web, online forums, and other support channels
• Provide prompt and efficient assistance to customers on a variety of issues related to product features, usage, workflows, and design automation
• Research, verify, and document product issues and solutions in concise knowledge base articles and internal case management systems
• Manage the prioritization and escalation of critical issues while ensuring compliance with Service Level Agreements (SLAs)
• Document customer interactions and support activities in a company-wide case management system
• Perform root cause analysis, identify issue trends, and maintain support insights
• Assist team members with complex cases and promote cross-team collaboration
• Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts

Minimum Qualifications

• Bachelor's degree or equivalent qualification in Civil Engineering, Architecture, or a related field
• Proficiency in managing workflows across Building Information Modeling (BIM) and Autodesk Construction Cloud (ACC) / FORMA platforms within aproduction environment
• Hands-on experience with Autodesk Revit and Autodesk Navisworks, including coordination and execution of BIM processes
• Strong understanding of BIM standards and practical experience with BIM360 and Forma workflows
• Ability to apply BIM tools, standards, and processes to improve project efficiency and collaboration
• Strong verbal and written communication skills in English
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to work effectively in a fast-paced, customer-focused environment

Preferred Qualifications

• Experience supporting enterprise customers in technical support or customer success environments
• Experience delivering customer training sessions, webinars, or technical presentations
• Familiarity with Autodesk Construction Cloud administration and project collaboration workflows
• Experience documenting technical solutions and contributing to knowledge management initiatives
• Experience working with globally distributed teams and stakeholders
• The Ideal Candidate
• Demonstrates a customer-first mindset and builds strong, trusted relationships with customers
• Understands customer needs and translates them into effective technical solutions
• Identifies opportunities to improve customer outcomes and proactively recommends best practices
• Balances multiple priorities effectively while maintaining a high standard of quality and attention to detail
• Works collaboratively across teams to solve complex technical challenges
• Takes ownership of customer issues and drives them through successful resolution
• Demonstrates empathy, professionalism, and accountability in all customer interactions
• Applies analytical thinking and sound judgment to troubleshoot and resolve technical issues
• Communicates clearly and effectively with both technical and non-technical audiences
• Continuously seeks opportunities to learn, improve, and share knowledge with others
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