Technical Support Specialist

Job description

Job Requisition ID # 26WD97373: Position Overview: 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: Case Investigation & Troubleshooting: 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 Customer Communication: Provide clear, empathetic, and structured communication throughout the case lifecycle Translate technical findings into user-friendly explanations Own cus...