Technical Support Specialist

Job Requisition ID # 24WD78630 Product Support Specialist - Flow Production Tracking (formally ShotGrid) The Customer Technical Success Team @ Autodesk Customer Technical Success is a dynamic team of product, industry, and workflow experts responsible for delivering support and value to all our customers. We provide technical guidance, analytics, expertise, and hands-on, root-cause problem resolution to help and inspire our customers to maximize the value and adoption of their technology investments. Position Overview We are hiring a Product Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. This is a hybrid position out of our Beijing office. Reporting to the manager of Product Support, you will use your expert troubleshooting experience interpreting and responding to customer requests. You will analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge along the way. Roles and Responsibilities Assist Autodesk customers on a variety of issues and questions. Investigate complex problems autonomously, using resources such as existing documentation and internal communication channels to find solutions. Be the bridge between customers and our engineering department to report issues. Document problems and solutions in short and clear articles for our knowledge base. Research, verify, and document product issues Manage customer expectations and provide proactive support throughout the duration of the support lifecycle. 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. Minimum Qualifications 2 years of experience in the Media and Entertainment Industry in a production environment Experience in Information Technology or Computer Science Scripting or programming skills (Python, JavaScript, etc.) Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks. Experience using Jira Experience using Flow Production Tracking (ShotGrid) at the admin level Able to interpret and respond to customer requests and relay progress to internal peers and development teams Desire to stay up to date with products and technology Comfortable navigating the unknown and working through change Excellent team player, enjoying supporting with other members of a global, team with shared responsibilities Basic knowledge of database fundamentals and our client-server pattern Some knowledge of browser development console. Basic network understandings (http status & protocol, VPN) Knowledge of Windows, Linux and Mac OS. 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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers. When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us! Salary transparency Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package. Diversity & Belonging We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). 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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers. When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us! Not quite ready to apply? Join our talent community to stay up to date on new job opportunities and the latest Autodesk news.