This is a Technical Support Specialist role with Autodesk based in Melbourne, VIC, AU Autodesk Role Seniority - junior, mid level More about the Technical Support Specialist role at Autodesk Job Requisition ID 26WD97373 Position Overview The Technical Support Specialist is responsible for advanced troubleshooting, customer communication, and defect validation across Autodesk Forma products. This role investigates Tier II escalations, partners with Engineering and Product teams, and contributes to knowledge-building across the support organization. This is the entry point into Tier II and offers clear pathways for career development into Senior Technical Support roles. This position will have work hours of 9:00 AM – 6:00 PM AEST. This is a hybrid first position with some work from home opportunities. You must be located in the Melbourne, Australia area. Responsibilities Case Investigation & Troubleshooting Investigate Tier II customer escalations by reproducing issues and validating expected behaviour Analyse logs, workflows, and system interactions to isolate root causes Surface defect trends and product gaps with clear reproduction steps Maintain accurate and complete case documentation Customer Communication Provide clear, empathetic, and structured communication throughout the case lifecycle Translate technical findings into user-friendly explanations Own customer engagement and expectation management Cross-Functional Collaboration Partner with Engineering, Product, and frontline Support to ensure accurate escalation and alignment Participate in case review sessions and feedback loops Support Senior Technical Support Specialists during complex investigations Knowledge & Enablement Contribute to troubleshooting guides, KB articles, and internal documentation Identify knowledge gaps and share insights from recurring case themes Participate in technical enablement sessions and onboarding support Continuous Improvement Identify workflow or developer-support improvements based on debugging patterns Participate in tooling evaluations and process improvement initiatives Minimum Qualifications 1–3 years in technical support or SaaS troubleshooting Strong analytical and debugging skills across cloud or mobile platforms Experience with CRM/issue tracking tools such as Salesforce or Jira Excellent written and verbal communication skills Preferred Qualifications Familiarity with the Autodesk Forma product suite Experience supporting Web, iOS, or Android applications Experience mentoring peers or contributing to enablement content LI-PW1 Learn More About Autodesk 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! Salary transparency Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. Diversity & Belonging We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Autodesk team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Investigating customer escalations Communicating with customers Collaborating with teams Key Strengths ️ Technical support experience Analytical skills Communication skills Familiarity with Autodesk Forma Experience with mobile applications Mentoring experience A Final Note: This is a role with Autodesk not with Hatch.
