Senior Technical Support Specialist - Forma

We are hiring a Senior Technical Support Specialist for the Americas EASTERN Time (AMER EST) shift to join our team of technical experts supporting customers in maximising the value of their Building Information Modeling (BIM) / FORMA solutions.

Do you enjoy solving problems and helping others? Are you passionate about delivering exceptional customer experiences? If so, we would like to hearfrom you. In this role, you will resolve customer issues reported to Autodesk through multiple support channels while contributing to our knowledge baseand support resources. You may also participate in proactive support activities, deliver webinars, and represent the team at company events such asAutodesk University.

This role supports the Americas EASTERN Time (AMER EST) shift from 5:00 PM IST to 1:30 AM IST. The work location is Bengaluru, India, following a hybrid work model. You will report to the Technical Support Manager.

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

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

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

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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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!

This role may require in-person onboarding and/or in-person ID verification.