Product Support Engineer - Storm Sewer and Flood Modeling

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

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/

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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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