[Hiring] Technical Support Engineer @Gigmo Solutions

Role Description

Autodesk is looking for a Freelance Technical Support Engineer with expertise in Autodesk Revit, Navisworks, and BIM 360 / Autodesk Construction Cloud applications. The role involves providing technical support services and engaging with Autodesk customers to deliver effective technical solutions, guidance, and troubleshooting assistance.

• Address customer product issues reported primarily through scheduled calls, support cases, or chat.
• Influence customer adoption and help customers realize the full value of their investment.
• Gather and analyze critical information to understand problems and develop innovative solutions.
• Collaborate with relevant teams, manage customer expectations, and take ownership of technical issues independently.
• Engagement follows a pay-per-ticket model, where compensation is based on successfully resolved support tickets.
• Requires sound judgment, independent decision-making, and effective case management.

Qualifications

• Bachelor's degree in Design, Engineering, Infrastructure, or a related field, or equivalent work experience.
• Competent knowledge of Autodesk Revit, Navisworks, and Autodesk Construction Cloud / BIM 360.
• At least 4 years of relevant industry experience.
• 3+ years of experience in technology and customer support.
• Proficiency in CRM tools.
• Experience supporting cloud-based / SaaS applications.
• Familiarity with construction and Building Information Modeling (BIM) industry requirements and workflows.
• Demonstrated ability to take ownership of customer issues, troubleshoot technical problems, and identify effective solutions or workarounds.
• Strong teamwork and collaboration skills.
• Ability to work flexible hours as required by support demand.
• Strong customer relationship management skills and the ability to understand customer needs.
• Ability to manage multiple technical requests simultaneously and prioritize cases effectively.
• Proven ability to build and maintain strong relationships with customers and partners.
• Excellent verbal and written communication skills, including the ability to explain complex technical concepts clearly in live or virtual interactions.
• A collaborative mindset and willingness to support other members of a shared-responsibility team.

Requirements

• Respond to customer support requests through multiple channels while adhering to documented processes.
• Contribute to organizational initiatives and proactively identify strategies to improve operational efficiency.
• Monitor performance against established service levels, ensuring adherence to quality standards and individual performance targets.
• Actively manage and resolve assigned support tickets and maintain an effective ticket backlog.
• Manage customer and partner expectations by providing timely updates on issue progress and resolution.
• Participate in product beta programs and product testing activities organized by product development teams.
• Research and verify product issues and solutions using the Knowledge Base and internal case management systems.
• Assist in developing and maintaining internal knowledge base content using the Knowledge Centered Support (KCS) methodology.
• Provide feedback to product management and development teams to support product improvements.
• Investigate and resolve escalated issues related to service delivery and customer satisfaction, ensuring timely communication with customers and relevant stakeholders.
• Share relevant updates and product information with support and partner teams.
• Collaborate with extended Autodesk teams, including Client Services, Renewals Hub, and Sales, to resolve customer issues effectively.

Benefits

• Compensation: Pay per successfully resolved ticket, subject to applicable quality and performance criteria.
• Work Arrangement: 8 hours - agreed working hours.
• Performance Expectations: Adherence to ticket resolution quality, customer satisfaction, and applicable service-level standards.