# Senior Technical Support Specialist

**Company**: Autodesk
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://autodesk.wd1.myworkdayjobs.com/en-US/Ext/job/Tokyo-JPN/Product-Support-Specialist_26WD101335-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6b9cdf12-ab6

## Description

The Senior Technical Support Specialist leads the resolution of complex and critical customer issues by applying strong technical expertise across manufacturing products, technologies, and services.

As a Subject Matter Expert (SME), this role works closely with customers, Account Teams, Product Development, and other internal stakeholders to drive issue resolution, escalation management, knowledge sharing, and service improvement. The role also supports team development through mentoring, coaching, and training.

**Responsibilities**

**Complex and Critical Case Management**

- Lead troubleshooting and resolution of complex and high-impact technical issues

- Take ownership of escalated cases and coordinate with relevant teams through resolution

- Serve as an SME for critical and strategic customer issues

- Prioritize critical cases, manage escalations, and ensure timely resolution in line with SLAs

- Actively contribute to swarming and collaborative problem-solving

**Knowledge and Continuous Improvement**

- Analyze support trends and customer feedback and share insights with Account Teams and relevant stakeholders

- Identify and drive improvements in Customer Satisfaction, Customer Effort, and other customer experience indicators

- Actively contribute to KCS through knowledge creation, review, and publication

- Proactively create technical content to prevent recurring issues and promote customer self-service

**Team Leadership and Development**

- Provide technical and process guidance to team members

- Mentor and coach junior team members and deliver training as needed

- Share expertise and best practices across the team

- Demonstrate leadership and support team operations when required

**Cross-Functional Collaboration and Communication**

- Build strong relationships with Product Development, Customer Success, and other internal teams

- Share customer issues, product feedback, risks, and support insights with relevant stakeholders

- Work with Product Development on workarounds, permanent solutions, and product improvements

- Clearly communicate complex technical topics to customers and internal stakeholders, including executive-level audiences when needed

**Minimum Qualifications**

- Strong technical and troubleshooting expertise in manufacturing solutions, particularly Inventor and/or Vault

- Experience resolving complex technical issues and managing escalations

- Strong customer communication, presentation, and stakeholder management skills

- Ability to collaborate effectively across multiple teams

- Experience with SFDC and technical support tools

- Knowledge of KCS or Knowledge Management

- Experience in mentoring, coaching, or training

- Strong analytical skills, ownership, and ability to work independently in ambiguous situations

- Business-level proficiency in both English and Japanese, including written and verbal communication

## Skills

### Required
- Inventor
- Vault
- SFDC
- KCS
- Knowledge Management
- Japanese
- English
- Troubleshooting
- Customer Communication
- Presentation
- Stakeholder Management
- Analytical Skills

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Source: [Apply at autodesk.wd1.myworkdayjobs.com](https://autodesk.wd1.myworkdayjobs.com/en-US/Ext/job/Tokyo-JPN/Product-Support-Specialist_26WD101335-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)