Technical Support Manager

Job Requisition ID #

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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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 inn