Technical Support – Inventor & Vault

About the Team

HiringThe Services team partners with Sales, R&D, and Customer Success to deliver high-impact consulting and pre-sales support across AEC and MFG verticals. The team helps clients adopt BIM and cloud technologies through strategic engagements, workflow design, and solution implementation, ensuring Graitec’s offerings deliver measurable business value.

Overview

Role DescriptionThe Application Engineer – Autodesk Inventor & Vault plays a critical role in delivering expert technical assistance and solution guidance to both customers and internal teams. This role is responsible for managing support requests, resolving technical issues related to Autodesk Inventor, Autodesk Vault, software licensing, installation, configuration, and engineering workflows, while ensuring an exceptional customer experience.

Key Responsibilities

• Manage and resolve incoming technical support requests via multiple channels (ticketing system, email, phone, and remote sessions) in line with defined SLAs.
• Serve as a subject matter expert for Autodesk Inventor, Autodesk Vault, and related Autodesk Manufacturing solutions.
• Troubleshoot and resolve software-related issues, including installation, configuration, licensing, performance, and product usage.
• Support Autodesk Vault administration activities, including user management, permissions, lifecycle management, data management processes, and workflow troubleshooting.
• Aid customers with Vault upgrades, migrations, deployments, and system optimization initiatives.
• Troubleshoot complex Inventor issues involving parts, assemblies, drawings, file references, and engineering design workflows.
• Take ownership of support cases end-to-end, ensuring proper prioritization, follow-up, and timely resolution.
• Escalate complex or high-priority issues to specialized teams while maintaining clear communication with stakeholders.
• Deliver a high level of customer service and technical expertise to ensure customer satisfaction and long-term retention.
• Collaborate with Sales and Customer Success teams to address customer technical requirements and support pre-sales demonstrations, evaluations, and post-sales adoption activities.
• Work closely with global support teams to ensure seamless support coverage across regions and time zones.
• Provide guidance on engineering design best practices, CAD data management, product development workflows, and engineering change management processes.
• Identify recurring issues, perform root cause analysis, and contribute to continuous improvement initiatives and knowledge base development.
• Maintain accurate and detailed documentation of all support interactions within the case management system.
• Ensure data accuracy, reporting consistency, and compliance with internal processes and documentation standards.

Required Qualifications

• Bachelor's degree in Mechanical Engineering, Manufacturing Engineering, Industrial Engineering, Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 3+ years of experience supporting Autodesk Inventor, Autodesk Vault, or comparable CAD/PDM solutions.
• Strong hands-on expertise with Autodesk Inventor, including parts, assemblies, drawings, and engineering design workflows.
• Experience administering and supporting Autodesk Vault Professional, including user management, permissions, data management, lifecycle workflows, and troubleshooting.
• Solid understanding of manufacturing, engineering, and product development processes.
• Knowledge of software licensing, installation, deployment, and configuration best practices.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues efficiently.
• Experience working directly with customers in a support, consulting, implementation, or technical services capacity.
• Strong customer-facing skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Excellent written and verbal communication skills in English.
• Able to work independently while collaborating effectively with global and cross-functional teams.
• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Autodesk Certified Professional (ACP) certification in Inventor.
• Autodesk Vault certification.
• Experience with Autodesk Fusion 360, Fusion Manage, AutoCAD, or other Autodesk Manufacturing solutions.
• Familiarity with SQL Server administration and Windows Server environments.
• Understanding of networking fundamentals and enterprise IT environments.
• Experience with PLM, PDM, or engineering data management systems.
• Previous experience in manufacturing, industrial design, engineering, or product development organizations.
• Experience working in a global or international support environment.