Autodesk · 13 hours ago
Senior Customer Support Associate
Atlanta, GA, USA
Full-time
Hybrid
Mid, Senior Level
$53K/yr - $92K/yr
3+ years expAutodesk is a leading software company known for creating innovative solutions across various industries. They are seeking a Senior Customer Support Associate to join their Customer Support Team, where the primary focus will be to assist customers with technical issues, provide mentorship to junior staff, and collaborate with other teams to enhance the customer experience.
3D TechnologyArchitectureConstructionManufacturingSoftware Engineering
Responsibilities
Support our customers by live chat, email, and phone. Interactions include troubleshooting technical issues, product usage questions, onboarding, set up and subscription inquiries. You will report technical issues and log tickets with accurate information to provide a full record of each issue and resolution
Act as a mentor and escalation point for Customer Support Associates regarding product, high-risk tickets, and process information. Be seen as a go-to knowledge and advice both in person, via zoom, Salesforce, and swarming in slack. Coach new team members on product, processes, and best practices
Consistently display exemplary KPIs and professional branding. Embody Autodesk’s ‘Great Behavior’ values on the ‘how’ (optimistic, relentless, ingenious, + more) and the ‘what’ (business goals and KPIs – CSAT, volume/productivity, initial response rate, adherence and more)
Collaborate with other teams to ensure quality interactions and promote the voice of the customer. (Sales, Customer Success, Engineering, Customer Experience, Finance). Represent the EBCS Support Team in cross-functional meetings and be responsible for reporting meeting outcomes to the rest of the team
Contribute to thought leadership and best practice ideas around business goals and customer sentiment. Recognize trends and identify improvements and opportunities for efficiency and global team unifications, raising your ideas and solutions to management
Take part in interesting and challenging support-related projects that will allow you to utilize your unique skill set and make an impact on our team
Be a resource to manage escalated/frustrated customers, navigating them to success. Recognize when an item needs additional escalation and does so appropriately and independently within guidelines
Qualification
Required
3+ years in Customer Support (individual contributor role) with documented track record of success. You understand the difference between technical troubleshooting and brute force and can perform sensitive actions for customers with ease
Proven experience supporting EBCS Ops Bundle products, including hands-on knowledge of Admin, Docs, Insight, Build, Pype/AutoSpecs, Cost, and PlanGrid
Experience mentoring and coaching junior peers
Enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationship with customers and peers
Have a collaborative and consultative work style, the ability to thrive in a high-volume, highly dynamic work environment
Have strong problem-solving abilities and emotional intelligence when establishing trust with people
Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, project-work, motivation to learn new things
Have an elevated level of integrity, self-motivated and driven to high performance
Understanding of customer support principles, approaches and considerations
Experience with complex, escalated customer situations, ability to navigate large organizations and gain leadership buy-in
Experience working to service indicators and using these to succeed for our customers. Elevated verbal and written skills together with composure and patience
Travel is sometimes requested in the role of a Senior Customer Support Associate at Autodesk. Attendance is mandatory as directed by your manager
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
Venture Capital Journal
2026-01-07
Private Capital Journal
2026-01-07
Company data provided by crunchbase