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 qual

📌 Technical Support Specialist (Barcelona)
🏢 Autodesk
📍 Barcelona