Technical Support Specialist – Autodesk Forma
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Autodesk Forma connects the office, trailer, and field so customers can move through each phase of a building's lifecycle, from design and pre‑construction to construction, turnover, and operations, with solutions including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff.

Work Schedule & Coverage Requirements

Work Schedule: Monday through Friday, 8:00 AM to 5:00 PM Central European Time (CET/CEST).

On‑Call Participation: Participation in a rotating on‑call program, including weekend and holiday coverage, is required to support critical customer escalations, production incidents, and business continuity needs.

Responsibilities

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- Investigate, troubleshoot, and debug complex customer issues across cloud‑based, web, and mobile applications, including root cause identification where appropriate.

- Identify product defects and workflow gaps, and provide clear reproduction steps and supporting evidence for Engineering investigations.

- Maintain accurate case documentation and validate engineering fixes prior to resolution.

- Provide clear, empathetic, and structured communication throughout the case lifecycle.

- Translate technical findings into user‑friendly explanations for customers and non‑technical audiences.

- Manage customer expectations and provide timely updates throughout investigations.





- Advocate for customer concerns and business impact during issue resolution.

- Own Tier II escalations from investigation through resolution, ensuring timely progress and stakeholder alignment.

- Partner with Engineering, Product, Customer Success, and frontline Support teams to investigate, escalates, and resolve customer issues.

- Participate in case reviews, escalation discussions, and feedback loops that improve support effectiveness and product quality.

- Communicate recurring issues, product gaps, and customer‑impacting trends to appropriate stakeholders.

- Contribute to troubleshooting guides, knowledge base articles, and internal documentation.

- Share technical knowledge and troubleshooting best practices with frontline Support teams.

- Identify knowledge gaps and recommend opportunities for training or documentation improvements.

- Identify opportunities to improve workflows, tooling, support processes, and operational efficiency.

- Contribute insights and recommendations based on recurring customer issues, debugging patterns, and support trends.

- Leverage emerging technologies, including AI‑assisted tools, to improve productivity, troubleshooting effectiveness, knowledge discovery, and workflow efficiency.





- Support initiatives that improve product quality and the overall customer experience.

Minimum Qualifications

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- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience in technical support, software troubleshooting, or a related technical discipline.

- 1–3 years of experience in Tier II Technical Support or a related technical support role supporting SaaS, cloud‑based, web, or mobile applications.

- Strong analytical, troubleshooting, and debugging skills.

- Experience using Salesforce, Jira, or similar CRM and issue‑tracking tools.

- Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non‑technical audiences.

- Demonstrated ability to leverage emerging technologies, including AI‑assisted tools, to improve productivity, troubleshooting effectiveness, and workflow efficiency.

Preferred Qualifications

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- Familiarity with Autodesk Forma products, including Forma Build, Forma Data Management, BuildingConnected Pro, and Forma Takeoff, or comparable construction technology solutions.

- Experience supporting web, iOS, or Android applications.

- Experience validating software defects and collaborating with Engineering teams during issue resolution.

- Experience contributing to technical documentation or knowledge‑sharing initiatives. xhfqzwm

- Familiarity with construction industry workflows and technologies.

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📌 Technical Support Specialist (Barcelona)
🏢 Autodesk
📍 Barcelona