Product Support Representative

📋 Description

• Own customer requests from the first meaningful response through investigation, resolution and
• Troubleshoot product behavior and customer workflows across web and mobile applications.
• Manage the EMEA queue across customer segments, prioritizing by business impact, urgency and
• Provide continuity for selected strategic accounts by learning their configuration and critical
• Escalate issues with useful evidence and maintain ownership of customer communication while
• Own the daily follow-the-sun handoff to the North American team, documenting investigation

🎯 Requirements

• Experience independently supporting business customers using SaaS products, typically developed
• A structured approach to troubleshooting: establish impact, gather evidence, test explanations and
• Clear written and spoken English, with the ability to guide both frontline users and experienced
• Evidence of owning complex cases, managing expectations and coordinating escalations without
• Confidence leading a customer troubleshooting call and explaining what is known, what is still
• Sound judgement when balancing an urgent queue, important account commitments and work that depends

🎁 Benefits

• Base pay is one part of the package; depending on role, compensation may also include commission
• Benefits differ by country; for US roles, benefits are described at benefits.autodesk.com; for
• Company culture of belonging, with more information available at