Technical Support Manager

Overview

Lead a diverse technical support team helping customers adopt Autodesk 3D design, engineering and entertainment software, handling customer issues during Asia-Pacific (APAC) business hours and driving proactive support activities.

What you'll do

• Manage the implementation of processes and operational plans to ensure effective delivery of technical support services for Autodesk products
• Measure and monitor performance against established service levels and ensure achievement of individual and team performance targets
• Conduct periodic quality reviews to ensure adherence to organizational standards and support best practices
• Investigate escalated customer issues and ensure timely resolution of service delivery and customer satisfaction concerns
• Maintain clear and timely communication with customers and relevant stakeholders throughout the escalation and resolution process
• Manage employee programs and initiatives, including performance management, onboarding, employee development, coaching, and career growth
• Develop team capabilities by planning and implementing training programs, processes, and enablement initiatives
• Manage and prepare budgets while partnering with senior management on forecasting, variance analysis, and financial planning
• Lead or contribute to organizational strategy, global projects, and cross-functional initiatives
• Identify opportunities to improve operational efficiency, service quality, and customer experience
• Drive effective communication across the organization and ensure relevant information is shared with Support and partner teams
• Build strong relationships across the organization and drive alignment around customer satisfaction and business objectives
• Partner with Product Development and Product Management teams to ensure customer feedback is captured, prioritized, addressed, and tracked through resolution
• Ensure customers and support teams receive appropriate updates on product issues and resolution progress
• Promote knowledge sharing and proactive customer support through webinars, online communities, and technical content

What you'll need

• Bachelor's degree or equivalent professional experience, preferably in Mechanical Engineering, Civil Engineering, or a related discipline
• 10+ years of management experience within the technology or customer support industry
• Experience leading and developing customer-facing technical support teams
• Proficiency with Customer Relationship Management (CRM) and knowledge management tools and processes
• Knowledge of AutoCAD and any other Autodesk software solutions
• Strong written and verbal communication skills in English
• Strong leadership, coaching, stakeholder management, and problem-solving skills

Nice to have

• Proficiency with or familiarity with Autodesk products and solutions such as Autodesk Fusion, AutoCAD, and Architecture, Engineering, and Construction (AEC) solutions
• Experience supporting cloud-based or Software as a Service (SaaS) applications
• Experience managing or working with globally distributed or remote teams
• Familiarity with quality control systems and support quality management practices
• Familiarity with Artificial Intelligence (AI) tools and their application within customer support or technical operations
• Additional language proficiency

Details

• Location: Bengaluru, India
• Role supports Asia-Pacific (APAC) business hours
• This role may require in-person onboarding and/or in-person ID verification