Technical Support Specialist
hace 5 días
Barcelona
ph3Technical Support Specialist – Autodesk Forma /h3 pAutodesk Forma connects the office, trailer, and field so customers can move through each phase of a building's lifecycle, from design and pre‑construction to construction, turnover, and operations, with solutions including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff. /p h3Work Schedule Coverage Requirements /h3 pWork Schedule: Monday through Friday, 8:00 AM to 5:00 PM Central European Time (CET/CEST). /p pOn‑Call Participation: Participation in a rotating on‑call program, including weekend and holiday coverage, is required to support critical customer escalations, production incidents, and business continuity needs. /p h3Responsibilities /h3 ul liInvestigate, troubleshoot, and debug complex customer issues across cloud‑based, web, and mobile applications, including root cause identification where appropriate. /li liIdentify product defects and workflow gaps, and provide clear reproduction steps and supporting evidence for Engineering investigations. /li liMaintain accurate case documentation and validate engineering fixes prior to resolution. /li liProvide clear, empathetic, and structured communication throughout the case lifecycle. /li liTranslate technical findings into user‑friendly explanations for customers and non‑technical audiences. /li liManage customer expectations and provide timely updates throughout investigations. /li liAdvocate for customer concerns and business impact during issue resolution. /li liOwn Tier II escalations from investigation through resolution, ensuring timely progress and stakeholder alignment. /li liPartner with Engineering, Product, Customer Success, and frontline Support teams to investigate, escalates, and resolve customer issues. /li liParticipate in case reviews, escalation discussions, and feedback loops that improve support effectiveness and product quality. /li liCommunicate recurring issues, product gaps, and customer‑impacting trends to appropriate stakeholders. /li liContribute to troubleshooting guides, knowledge base articles, and internal documentation. /li liShare technical knowledge and troubleshooting best practices with frontline Support teams. /li liIdentify knowledge gaps and recommend opportunities for training or documentation improvements. /li liIdentify opportunities to improve workflows, tooling, support processes, and operational efficiency. /li liContribute insights and recommendations based on recurring customer issues, debugging patterns, and support trends. /li liLeverage emerging technologies, including AI‑assisted tools, to improve productivity, troubleshooting effectiveness, knowledge discovery, and workflow efficiency. /li liSupport initiatives that improve product quality and the overall customer experience. /li /ul h3Minimum Qualifications /h3 ul liBachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience in technical support, software troubleshooting, or a related technical discipline. /li li1–3 years of experience in Tier II Technical Support or a related technical support role supporting SaaS, cloud‑based, web, or mobile applications. /li liStrong analytical, troubleshooting, and debugging skills. /li liExperience using Salesforce, Jira, or similar CRM and issue‑tracking tools. /li liExcellent written and verbal communication skills, with the ability to communicate effectively with both technical and non‑technical audiences. /li liDemonstrated ability to leverage emerging technologies, including AI‑assisted tools, to improve productivity, troubleshooting effectiveness, and workflow efficiency. /li /ul h3Preferred Qualifications /h3 ul liFamiliarity with Autodesk Forma products, including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff, or comparable construction technology solutions. /li liExperience supporting web, iOS, or Android applications. /li liExperience validating software defects and collaborating with Engineering teams during issue resolution. /li liExperience contributing to technical documentation or knowledge‑sharing initiatives. /li liFamiliarity with construction industry workflows and technologies. /li /ul /p #J-18808-Ljbffr