Technical Support Specialist

Location: North Little Rock, AR, or Phoenix, AZ, office preferred. Open to remote for candidates further than 40 miles from either office. Working hours for this role will cover Arizona time zone regardless of candidate location.

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About the role

As a Technical Support Specialist, you will engage with customers to resolve technical support issues related to their Autodesk design software and workflows. You will work individually on cases or collaborate with other technical support team members to research and resolve customer support requests. Provide technical support expertise for ATG USA's clients using products such as Autodesk Products, BIM360 and Autodesk Construction Cloud, Bluebeam, and DiRoots Tools.

Our ideal candidate has 3+ years of experience working within Autodesk software. This individual can troubleshoot issues and research possible solutions for a wide range of support requests, including installation and activation, software administration, error messages, and general workflow, to help resolve customers' challenges with Autodesk software. They must be self-motivated, well organized, great at multitasking, have excellent communication skills (phone and email), and be a true team player.

Responsibilities

• Represent ATG USA professionally, courteously, and energetically when interacting with customers and partners.
• Demonstrate strong communication skills, emphasizing active listening.
• Use required software and equipment: computer, phone system, Zendesk, CRM, Google Search, basic Autodesk software, Autodesk Knowledge Network (AKN), Autodesk Partner Portal, basic Microsoft Office products, and online remote session software (Zoom, Rescue Assist).
• Maintain knowledge of commonly used concepts, practices, and procedures for supported products (4 hours of monthly individual training provided).
• Manage your existing case load and accept new or existing cases assigned to you.
• Take personal responsibility for all support cases assigned to you; notify the case coordinator, tier 1 teammates, or Director if unable to accept a case until reassigned.
• Respond to customers about their cases in a timely manner according to support time guidelines.
• Engage with customers via phone, email (through Zendesk), interactive online remote sessions, and other methods to resolve technical support issues.
• Ensure you understand the customer’s issue; request additional information if unclear.
• Provide relevant information and seek the simplest solutions first; avoid unnecessary software reinstalls unless research confirms it as the best or only solution.
• Collaborate with fellow Tier 1 teammates for case research, documentation, and support.
• Escalate support cases when additional help beyond Tier 1 is needed.
• Monitor progress and proactively keep cases moving forward with escalated parties and customers to ensure timely resolution.
• Maintain open communication (via Teams, phone, email) and monitor it frequently; alert the team if unavailable for more than a few minutes.
• Provide daily updates to customers on all support cases or set a date for the next interaction and follow through.
• Resolve all support requests with the customer, offering workarounds or clear explanations if no solution exists.
• Document all case interactions in Zendesk, including emails sent outside Zendesk, escalations, and phone conversations.
• Document resolutions that solve customer issues for entry into the Zendesk knowledge base.
• Promote the Customer Satisfaction Survey and encourage honest feedback to improve the support process.
• Schedule yourself appropriately; notify the team if unavailable and ensure coverage for existing support cases.
• Assist teammates often to promote team building and mutual learning.
• Remote employees must have a dedicated, distraction-free workspace.
• May be required to travel.

Requirements

• Familiarity with Autodesk’s core AEC software products from the Architectural, Civil, and/or Construction industry.
• Well-rounded experience with Autodesk’s main software programs such as Revit, AutoCAD, and Civil 3D; experience with other Autodesk AEC collections is a plus.
• Commitment to providing excellent customer service.
• Ability to multitask and manage priorities in time-sensitive situations.
• Strong troubleshooting skills and ability to research and resolve technical support problems.
• Ability to professionally communicate solutions to customers.
• Excellent teamwork skills and a strong sense of accountability.
• Basic knowledge of hardware requirements, installations, software setup, cloud products, and network services is a plus.

Benefits

• Health & Wellness: Multiple medical plan options plus dental and vision coverage; on-demand support and mental health/wellness resources via Bennie.
• Financial Well-Being: Health Savings Account (HSA) and Flexible Spending Account (FSA) options; 401(k) with up to 4% company match after 90 days; voluntary life, AD&D, supplemental health coverage, and disability protection.
• Extra Perks:
  • 3 weeks of PTO, paid holidays, and your birthday off.
  • 2 paid volunteer days each year.
  • Professional development reimbursement + access to GreaterU, ATG’s platform for learning and growth.
  • Four weeks of paid sabbatical after six years (in addition to regular PTO).
  • Discounts on lifestyle perks like pet insurance, financial coaching, and more via the Bennie Marketplace.

This full-time role requires a minimum of 40 hours per week, with additional hours as needed to meet deadlines. Candidates must be able to sit or stand for extended periods, travel between office locations (including those with stairs), and lift up to 30 pounds. Strong verbal and written English communication skills, along with adequate visual and auditory abilities (with or without aids), are essential. Applicants must be authorized to work in the U.S. without company sponsorship.