Description
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 organisational 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 organisational strategy, global projects, and cross-functional initiatives
- Identify opportunities to improve operational efficiency, service quality, and customer experience
- Drive effective communication across the organisation and ensure relevant information is shared with Support and partner teams
- Build strong relationships across the organisation and drive alignment around customer satisfaction and business objectives
- Partner with Product Development and Product Management teams to ensure customer feedback is captured, prioritised, 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