Product Support Specialist

Autodesk · Tokyo

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Position Overview

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
• Customer Satisfaction, Customer effort and other customer experience indicators to identify and drive improvements
• 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

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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 innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency

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

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.

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