Product Support Engineer - Storm Sewer and Flood Modeling

10 Minutes ago • 3 Years +

Job Summary

Job Description

Engage with Autodesk customers from the water industry by providing solutions, direction, and general troubleshooting for users of InfoWorks ICM, XPSWMM, and InfoDrainage. You will resolve customer issues reported via various channels, contribute to proactive support activities like webinars and technical articles, and document problems and solutions. This role involves managing support requests, escalating issues, and influencing product development for an improved customer experience.
Must have:
  • Respond to support requests through multiple channels following documented processes
  • Document support interactions in a company-wide case management system
  • Document problems and solutions in clear and concise articles for our knowledge domain
  • Escalate unresolved issues to senior staff
  • Investigate and verify product defects, then escalate and coordinate with the product team to find solutions
  • Manage personal backlog of support requests
  • Manage customer and partner expectations by providing updates on progress
  • Maintain a high customer satisfaction rating
  • Participate in product BETA programs and product testing events organized by the product division development teams
  • Remain informed on improvements in supported products in relevancy to the water industry
  • Support the fundamental development of our knowledge base
  • Influence product development and management to prioritize improvements for the best customer experience
  • Bachelor's in Civil Engineering or related
  • 3 years of water industry experience
  • Proficiency or familiarity using InfoWorks ICM or XPSWMM
  • Experience in a customer-facing role with strong communication and troubleshooting skills
Good to have:
  • Familiarity with competitor software (HEC-RAS, PCSWMM, SewerGEMS, etc.)
  • Civil 3D experience a plus
  • People-minded and influential
  • Empathize with, respond to, and troubleshoot customer issues
  • Enjoy being a role model that inspires others and fosters positive environments
  • Act quickly based on sound logic and consideration of consequences
  • Clarify assignments, prioritize work and take ownership to ensure it gets done
  • Work well in a team environment, jumping in to help where you can and leaning on fellow experts when needed
  • Strategize and articulate recommendations and rationale that builds support with important decision makers
  • Curious, learn from mistakes and are always looking for opportunities to develop new skills
Perks:
  • Health benefits
  • Financial benefits
  • Time away
  • Everyday wellness
  • Annual cash bonuses
  • Stock grants
  • Comprehensive benefits package

Job Details

Job Requisition ID #

25WD90268

Position Overview

Engage with Autodesk customers from the water industry by providing solutions, direction, and general troubleshooting for users of InfoWorks ICM, XPSWMM, and InfoDrainage. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities: develop and present webinars, host Q&A sessions on our online communities, and publish technical articles in the Autodesk Knowledge Network (AKN).

This position is open to applicants anywhere in North America, with an option to work either in-office or from home.

Responsibilities

  • Respond to support requests through multiple channels following documented processes
  • Document support interactions in a company-wide case management system
  • Document problems and solutions in clear and concise articles for our knowledge domain
  • Escalate unresolved issues to senior staff
  • Investigate and verify product defects, then escalate and coordinate with the product team to find solutions
  • Manage personal backlog of support requests
  • Manage customer and partner expectations by providing updates on progress
  • Maintain a high customer satisfaction rating
  • Participate in product BETA programs and product testing events organized by the product division development teams
  • Remain informed on improvements in supported products in relevancy to the water industry
  • Support the fundamental development of our knowledge base
  • Influence product development and management to prioritize improvements for the best customer experience

Minimum Qualifications

  • Bachelor's in Civil Engineering or related.
  • 3 years of water industry experience.
  • Proficiency or familiarity using InfoWorks ICM or XPSWMM. Familiarity with competitor software (HEC-RAS, PCSWMM, SewerGEMS, etc.) is also encouraged.
  • Experience in a customer-facing role with strong communication and troubleshooting skillsCivil 3D experience a plus

The Ideal Candidate

  • You are people-minded and influential. You can empathize with, respond to, and troubleshoot customer issues, and enjoy being a role model that inspires others and fosters positive environments
  • You can act quickly based on sound logic and consideration of consequences
  • You can clarify assignments, prioritize work and take ownership to ensure it gets done
  • You can work well in a team environment, jumping in to help where you can and leaning on fellow experts when needed
  • You can strategize and articulate recommendations and rationale that builds support with important decision makers
  • You are curious. You learn from mistakes and are always looking for opportunities to develop new skills

Learn More

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $65,100 and $112,310. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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About The Company

Autodesk is changing how the world is designed and made. Our technology spans architecture, engineering, construction, product design, manufacturing, media, and entertainment, empowering innovators everywhere to solve challenges big and small. From greener buildings to smarter products to more mesmerizing blockbusters, Autodesk software helps our customers to design and make a better world for all. Over 100 million people use Autodesk software like AutoCAD, Revit, Maya, 3ds Max, Fusion 360, SketchBook, and more to unlock their creativity and solve important design, business and environmental challenges. Our software runs on both personal computers and mobile devices and taps the infinite computing power of the cloud to help teams around the world collaborate, design, simulate and fabricate their ideas in 3D. We provide exceptional compensation/benefit packages and we’d love for you to join us. We’re proud to be an equal opportunity employer and we consider all qualified applicants without regard to race, gender, disability, veteran status or other protected category. To see our culture in action, check out #AutodeskLife. We are headquartered in the San Francisco Bay Area and have more than 10,000 employees worldwide.

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