Technical Support Specialist

Technical Support Specialist

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

• 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
• Provide clear, empathetic, and structured communication throughout the case lifecycle
• Translate technical findings into user-friendly explanations
• Own customer engagement and expectation management
• 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
• 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
• 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