Senior Technical Support Specialist, M&E
Job Description
Job Requisition ID #
Position Overview
We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products.
Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you skilled in Maya and/or 3DS Max? Are you familiar with other Autodesk Media and Entertainment (M&E) software such as Motion Builder, Mudbox, Arnold.
Using troubleshooting and communication skills, you will focus on solving issues for Autodesk customers while using Maya and/or 3DS Max. You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge. You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing case load.
To be successful in this role, you will act with a sense of urgency to resolve customers’ problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer.
Responsibilities
Provide timely, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions Research, verify, and document product issues
Manage customer expectations by providing timely updates on progress
Actively address personal backlog of support requests
Contribute to the unassigned case backlog by taking cases proactively
Participate in team efforts to improve support delivery processes and strategies.
Prioritize support between our Standard, Premium, and Enterprise Priority support offerings
Minimum Qualifications
3+ years of experience in related field
Knowledge of Windows, Mac OS, and Linux OS
5+ year’s experience in the Media and Entertainment Industry
Strong communicator and able to build relationships at all levels, taking initiative
Consistent time management and follow through
Demonstrated motivation to learn new skills and technologies
Strong troubleshooting and analytical skills
Must be flexible, decisive, self-motivated, and proactive
Comfortable with ambiguity and working through change while driving results
Open to training and learning new content to better assist customers
Excellent Team player, enjoying supporting and interacting with other members of a global, team with shared responsibilities
Preferred Qualifications
Advanced knowledge of Entertainment & Media industry needs, pipelines, workflows, and emerging AI-assisted workflows, including familiarity with relevant toolsets.
Knowledge of Autodesk Motion Builder, Mudbox, and/or Arnold
Rigging knowledge is valued, as this role will eventually support Flow Studio workflows, while Maya and 3ds Max remain the core product focus
Scripting or programming skills (MEL, Python, PyMel)
Language skills English, additional languages
Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks
The Ideal Candidate
Courage: The passion to be bold and brave in one’s actions to enable controlled risk-taking, promoting provoking yet respectful questions thereby delivering strong results
Speed: We strive to be as efficient as our environment allows, empowering people to favor small sprints and course correction towards desired outcomes
Accountability: clear and eager ownership of tasks and responsibilities which drives a defined and desired outcome
Simplicity: Have an approach and mindset to avoid unnecessary complexity and duplication; open to collaboration and desire to keep things simple to achieve quicker outcomes
Solving system-wide: When problem-solving, First seek to understand the entire picture by asking questions that remove silos and organizational barriers, followed by establishing a safe environment that supports cross-geo collaboration and communication to develop a shared vision
Flexibility: The world of software is constantly evolving, and that is especially true in the M&E industry. In this role, you will be expected to continuously evolve your skills and knowledge with the products as new features and strategies emerge
Learn More
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!
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
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.
Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging
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