Autodesk · 4 hours ago
Associate Manager, Technical Support
Denver, CO
Full-time
Onsite
Mid, Senior Level
$75K/yr - $122K/yr
5+ years expAutodesk is a company that creates software for innovative projects, and they are seeking an Associate Manager for their Tier II Technical Support team. This role involves leading a global team responsible for advanced customer escalations, product-level troubleshooting, and ensuring operational excellence through effective people leadership and cross-functional collaboration.
3D TechnologyArchitectureConstructionManufacturingSoftware Engineering
Responsibilities
Lead and develop a global team through coaching, 1:1s, performance reviews, and feedback cycles
Foster a culture of accountability, clarity, continuous learning, and operational discipline
Manage scheduling, coverage balance, workflow adherence, and staffing needs
Oversee case assignment, queue health, backlog aging, and SLA performance
Monitor and report key metrics, including SLA, CSAT, backlog aging, and throughput
Identify performance risks and implement corrective action plans
Ensure documentation completeness, workflow adherence, and data hygiene
Serve as Manager on Duty (MOD) as part of rotational coverage
Coordinate communication during production instabilities and cross-functional escalations
Partner with Engineering and Incident Management to drive timely updates and ensure alignment
Partner with Senior Technical Support Specialists to ensure technical oversight and consistency
Work closely with Engineering and Product teams to surface defect trends, product gaps, and stability issues
Collaborate with SOPx and Program Management partners to drive workflow improvements, tooling enhancements, and automation initiatives
Support onboarding for new Tier II Specialists through structured training plans
Reinforce enablement programs and monitor training completion and effectiveness
Qualification
Required
5+ years in technical support or SaaS operations, including 2+ years of people leadership
Experience managing distributed teams
Strong operational management and capacity planning skills
Familiarity with SLA management, backlog oversight, and performance reporting
Experience with Salesforce, Jira, or similar CRM/issue tracking tools
Strong cross-functional communication skills
Preferred
Experience with automation, AI-Ops, or workflow optimization
Background supporting multi-product SaaS ecosystems
Experience driving process improvements or operational standardization
Ability to lead teams through change and tool adoption
Benefits
Health and financial benefits
Time away
Everyday wellness
Annual cash bonuses
Commissions for sales roles
Stock grants
Comprehensive benefits package
Company
Autodesk
Autodesk develops 3D design software for use in the architecture, engineering, construction, and media industries.
10001+ employees
H1B Sponsorship
Autodesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (233)
2024 (243)
2023 (269)
2022 (359)
2021 (298)
2020 (260)
Funding
Current Stage
Public CompanyTotal Funding
$1.5BKey Investors
CitibankOK Blockchain Capital
2025-07-01Acquired
2025-05-08Post Ipo Debt· $1.5B
2020-08-25Seed
Leadership Team
Andrew Anagnost
President and Chief Executive Officer
Janesh Moorjani
CFO
Recent News
2025-12-15
2025-12-15
2025-12-13
Company data provided by crunchbase