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Position Overview
Autodesk is seeking an experienced and forward-thinking Technical Support Manager to join our Emerging Business Customer Success (EBCS) organization. In this role, you’ll lead a global team of Tier II Technical Specialists who provide advanced technical expertise across Autodesk Construction products. You’ll play a key role in resolving complex customer escalations, driving operational excellence, and accelerating innovation through automation and AI.

Operating during the 11 AM – 8 PM ET coverage window, you’ll ensure seamless leadership support across regions and serve as a critical bridge between our Support, Engineering, and Product teams. This is an exciting opportunity for a leader passionate about transforming technical support operations and enabling teams through data, technology, and empathy.

Responsibilities

• Lead and manage a distributed team of Tier II Technical Specialists, fostering a culture of accountability, learning, collaboration and continuous improvement

• Oversee the intake and resolution of complex technical escalations, ensuring adherence to workflows, SLAs, and documentation standards

• Drive AI and automation adoption to enhance support efficiency, reduce manual workloads, and improve response times

• Collaborate with Engineering and Product teams to track, prioritize, and resolve defect-related cases including instabilities, ensuring visibility and alignment across departments

• Serve as Manager on Duty (MOD) during assigned rotation weeks, coordinating responses to production instabilities and communicating updates across global teams

• Partner with the program management and support operational excellence teams to identify and address process gaps, improve system workflows, and automations

• Monitor team metrics including but not limited to TTR, SLA Targets, engineering fix rate, and CSAT to identify trends and lead data-driven performance improvements

• The standard working hours for this role are 11 AM – 8 PM ET; however, flexibility is required. The manager may occasionally adjust their schedule to accommodate critical business needs, global collaboration, or production incidents

Minimum Qualifications

• 5+ years of experience in technical support, customer success, or a related function, including 2+ years in a people management role

• Bachelor’s degree in computer science, Engineering, or a related technical field, or equivalent professional experience

• Proven experience leveraging AI tools and automation platforms to streamline operations, accelerate resolution, or enhance customer experience

• Demonstrated experience supporting or managing SaaS (Software-as-a-Service) products or platforms in a technical support or customer success environment

• Proven ability to lead and manage distributed, global teams in a remote work environment, leveraging collaboration tools and fostering engagement across time zones

• Strong understanding of escalation management, technical troubleshooting, and case lifecycle tracking

• Experience with CRM and issue tracking systems such as Salesforce and Jira

• Skilled in managing distributed teams and working cross-functionally with Engineering, Product, and Operations

Preferred Qualifications

• Strategic thinker who balances tactical execution with long-term vision

• Confident communicator who can translate complex technical topics into clear, actionable insights

• Passion for innovation, team empowerment, and continuous improvement through collaboration and innovation

• Experience guiding teams through transformation, particularly in adopting new tools or workflows and process changes

• Familiarity with process improvement methodologies (Lean, Six Sigma, or similar) preferred
  
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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!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $75,200 and $121,660. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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

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