Job Requisition ID # 26WD101392 Position Overview As a Technical Support Manager, you will lead a diverse team focused on helping customers successfully adopt industry-leading 3D design, engineering, and entertainment software by providing technical solutions, guidance, and troubleshooting support for installation and licensing issues. You will lead a team of specialists responsible for resolving customer issues reported to Autodesk Support through phone, web, online forums, and other support channels during Asia-Pacific (APAC) business hours. In addition to resolving customer issues, the team participates in proactive support activities, including developing and delivering webinars, hosting question-and-answer sessions in online communities, and publishing technical knowledge articles. In this role, you will combine people leadership, technical support expertise, operational excellence, and cross-functional collaboration to deliver an exceptional customer experience. Responsibilities • 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 Minimum Qualifications • 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 Preferred Qualifications • 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 The Ideal Candidate The ideal candidate is an experienced and customer-focused technical support leader who combines strong people leadership, operational expertise, and technical understanding to develop high-performing teams and deliver exceptional customer experiences • Leads, coaches, and develops diverse technical support teams while fostering accountability, collaboration, and continuous learning • Demonstrates a strong customer-first mindset and ensures customer issues are handled with urgency, empathy, and professionalism • Uses service metrics, customer insights, and operational data to identify trends and drive improvements in team performance • Takes ownership of complex customer escalations and coordinates effectively across teams to achieve timely resolution • Builds trusted relationships with Product Development, Product Management, Support, and other cross-functional stakeholders • Balances day-to-day operational leadership with longer-term planning, team development, and continuous improvement • Identifies opportunities to improve support processes, service quality, efficiency, and customer satisfaction • Communicates clearly and confidently with employees, customers, senior leaders, and cross-functional stakeholders • Develops team capabilities through coaching, training, knowledge sharing, and career development • Demonstrates sound judgment and accountability when managing complex operational and customer challenges • Embraces emerging technologies, including Artificial Intelligence (AI), to improve support effectiveness and team productivity • Creates an inclusive, high-performing environment where employees are empowered to deliver exceptional customer outcomes #LI-SV2 Learn More / Plus d'information About Autodesk / À propos d’Autodesk Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cl