Job Description
Overview
Lead Autodesk Operations Solutions' global off‑hours Level 1 Product Support team across India and the Philippines, establishing SOPs, ensuring seamless handoffs and driving continuous improvement.
Experience
5+ yrs
Responsibilities
- Build and continuously improve off‑hour operating processes and SOPs
- Hold the team accountable for case volume, quality and coaching
- Own handoffs with North America and EMEA, ensuring clear ownership and escalation
- Build relationships with account managers to surface trends and prioritize key accounts
- Collaborate with Level 2 support, engineering and product to implement process and automation improvements
Eligibility
- Technical credibility in troubleshooting and API integration
- People‑leadership experience managing distributed technical support teams (5‑7 direct reports)
- Hands‑on experience with Zendesk, JIRA/Linear, workforce‑management tools (e.g., Assembled)
- Demonstrated use of AI/automation for support workflows
Skills
Technical SupportPeople LeadershipAPIAI AutomationZendeskJIRAWorkforce ManagementCustomer Service
About Company
Autodesk provides design, engineering and entertainment software that enables innovators to create and make a better world.
