26WD101392
Position Overview
As a Technical Support Manager, you will lead a diverse team focused on helping customers successfully adopt industry-leading 3D design, engineering, and entertainment software by providing technical solutions, guidance, and troubleshooting support for installation and licensing issues.
You will lead a team of specialists responsible for resolving customer issues reported to Autodesk Support through phone, web, online forums, and other support channels during Asia-Pacific (APAC) business hours. In addition to resolving customer issues, the team participates in proactive support activities, including developing and delivering webinars, hosting question-and-answer sessions in online communities, and publishing technical knowledge articles.
In this role, you will combine people leadership, technical support expertise, operational excellence, and cross-functional collaboration to deliver an exceptional customer experience.
Responsibilities
- Manage the implementation of processes and operational plans to ensure effective delivery of technical support services for Autodesk products
- Measure and monitor performance against established service levels and ensure achievement of individual and team performance targets
- Conduct periodic quality reviews to ensure adherence to organizational standards and support best practices
- Investigate escalated customer issues and ensure timely resolution of service delivery and customer satisfaction concerns
- Maintain clear and timely communication with customers and relevant stakeholders throughout the escalation and resolution process
- Manage employee programs and initiatives, including performance management, onboarding, employee development, coaching, and career growth
- Develop team capabilities by planning and implementing training programs, processes, and enablement initiatives
- Manage and prepare budgets while partnering with senior management on forecasting, variance analysis, and financial planning
- Lead or contribute to organizational strategy, global projects, and cross-functional initiatives
- Identify opportunities to improve operational efficiency, service quality, and customer experience
- Drive effective communication across the organization and ensure relevant information is shared with Support and partner teams
- Build strong relationships across the organization and drive alignment around customer satisfaction and business objectives
- Partner with Product Development and Product Management teams to ensure customer feedback is captured, prioritized, addressed, and tracked through resolution
- Ensure customers and support teams receive appropriate updates on product issues and resolution progress
- Promote knowledge sharing and proactive customer support through webinars, online communities, and technical content
Minimum Qualifications
- Bachelor's degree or equivalent professional experience, preferably in Mechanical Engineering, Civil Engineering, or a related discipline
- 10+ years of management experience within the technology or customer support industry
- Experience leading and developing customer-facing technical support teams
- Proficiency with Customer Relationship Management (CRM) and knowledge management tools and processes
- Knowledge of AutoCAD and any other Autodesk software solutions
- Strong written and verbal communication skills in English
- Strong leadership, coaching, stakeholder management, and problem-solving skills
Preferred Qualifications
- Proficiency with or familiarity with Autodesk products and solutions such as Autodesk Fusion, AutoCAD, and Architecture, Engineering, and Construction (AEC) solutions
- Experience supporting cloud-based or Software as a Service (SaaS) applications
- Experience managing or working with globally distributed or remote teams
- Familiarity with quality control systems and support quality management practices
- Familiarity with Artificial Intelligence (AI) tools and their application within customer support or technical operations
- Additional language proficiency
The Ideal Candidate
The ideal candidate is an experienced and customer-focused technical support leader who combines strong people leadership, operational expertise, and technical understanding to develop high-performing teams and deliver exceptional customer experiences
- Leads, coaches, and develops diverse technical support teams while fostering accountability, collaboration, and continuous learning
- Demonstrates a strong customer-first mindset and ensures customer issues are handled with urgency, empathy, and professionalism
- Uses service metrics, customer insights, and operational data to identify trends and drive improvements in team performance
- Takes ownership of complex customer escalations and coordinates effectively across teams to achieve timely resolution
- Builds trusted relationships with Product Development, Product Management, Support, and other cross-functional stakeholders
- Balances day-to-day operational leadership with longer-term planning, team development, and continuous improvement
- Identifies opportunities to improve support processes, service quality, efficiency, and customer satisfaction
- Communicates clearly and confidently with employees, customers, senior leaders, and cross-functional stakeholders
- Develops team capabilities through coaching, training, knowledge sharing, and career development
- Demonstrates sound judgment and accountability when managing complex operational and customer challenges
- Embraces emerging technologies, including Artificial Intelligence (AI), to improve support effectiveness and team productivity
- Creates an inclusive, high-performing environment where employees are empowered to deliver exceptional customer outcomes
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Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging
In-Person Onboarding and Identity Verification
This role may require in-person onboarding and/or in-person ID verification.