Full-Time
Escalation Lead/Senior Technical Support Specialist
Posted on 5/9/2026
Autodesk
10,001+ employees
Design software, engineering, and entertainment solutions
No salary listed
Bengaluru, Karnataka, India
In Person
 Customer Experience & Support (1) |
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- Bachelor's degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience
- Competent knowledge in Revit, Navisworks, Autodesk Construction Cloud / BIM360
- At least 5-7 years of industry working experience. 1+ years of team leadership/team coaching
- 3+ years of technology and customer support experience
- Proficiency or familiarity of Construction and BIM industry needs and workflows
- Capability to "own" the problem (customer issue), troubleshoot and ability to solve or reduce the problem
- Team player skills. Work in flexible working hours
- You identify opportunities that benefit our customers and build and find solutions to meet their expectations
- Team player who enjoys supporting with other members of a shared responsibility team
- As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, AutoDesk Executive Team, and Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handling
- We ask that you be to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekend
- You will need to take the ownership of high priority incidents and drive it towards successful closure
- Post resolution, analyse the cause, understand the process gaps, and suggest solutions to avoid recurrence of issue
- Comply with established guidelines, protocols and procedures as communicated from time to time to support AutoDesk products
- Respond to support requests by multiple channels and following documented processes
- Participate in driving the organisational vision, global projects; identify more efficient strategies to promote efficiency
- Monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organisational standards, prioritise important technical issues and monitoring of service level compliance
- Handle personal backlog of support requests. Manage customer and partner expectations by providing updates on progress
- Participate in product beta programmes and product testing events organised by the product development teams
- Support the fundamental development of internal knowledge base quality, via the Knowledge Centred Support (KCS) methodology
- Influence and contribute to product management and development to contribute to successful improvements
- Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure communication to customers and appropriate team members
- Improve communication in the organization; ensure new information is coordinated with support teams and partner teams
- Work with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues
Autodesk produces software for design, engineering, and entertainment work. Its products help professionals create, plan, simulate, and manage projects—from buildings and manufactured parts to films and games—using licenses, subscriptions, and cloud-based tools. Users interact with Autodesk software by running design and modeling tools, collaborating online, and leveraging cloud services for storage, rendering, and project management. What sets Autodesk apart is its broad, integrated product ecosystem across architecture, engineering, construction, manufacturing, and media, along with ongoing cloud-based features, strategic acquisitions, and professional services that extend its capabilities. The company also pursues social impact and sustainability programs. The overall goal is to help customers design and deliver better projects more efficiently and creatively while expanding access to cloud-enabled workflows and sustainable practices.
Company Size
10,001+
Company Stage
IPO
Headquarters
San Francisco, California
Founded
1982
Simplify's Take
What believers are saying
- AI add-ons like AutoConstrain achieve 60% user acceptance for tiered billing.
- Small Business initiative targets firms growing 35% faster than market.
- FY2027 revenue guidance hits $8.1-8.17 billion with $10 billion by 2029.
What critics are saying
- Generative AI from OpenAI undercuts 3D moat, compressing AutoConstrain prices in 18 months.
- 46.5x P/E collapses if growth dips below 11.4% annually through 2029.
- Rhumbix fails against SAP and Oracle bundling in 18 months.
What makes Autodesk unique
- Autodesk's proprietary 3D design data creates unreplicable AI advantages.
- Integrated BIM via Revit and CAD/CAM/CAE via Fusion enable cloud collaboration.
- Rhumbix acquisition connects real-time jobsite data to construction costs.
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Your Connections
People at Autodesk who can refer or advise you
Benefits
Paid Vacation
Flexible Work Hours
Hybrid Work Options
Professional Development Budget
Company News
Wix.com and Autodesk are trading at significant discounts as software stocks face pressure from fears of AI disruption, despite limited evidence in their financial results. Wix has fallen over 80% from its highs amid concerns that AI tools will replace website-building platforms. However, the company has developed its own AI website-building capabilities and acquired Base44, an AI mobile application builder that reached $100 million in annual recurring revenue in under a year. Revenue grew 14% year over year last quarter whilst maintaining healthy free cash flow margins. The stock trades at just six times trailing free cash flow. Autodesk, a leader in engineering and design software, has also experienced a sharp drawdown despite staying out of AI headlines. Both companies appear oversold relative to their actual business performance.
Autodesk has attracted investor attention following technical indicators suggesting a potential trend reversal, whilst Morgan Stanley reiterated its Overweight rating citing stable billings and demand visibility. The software company's improving chart momentum and analyst confidence come against a backdrop of recent financial guidance. Management projected fiscal 2027 revenue of $8.1 billion to $8.17 billion with GAAP operating margins of 26% to 28%. The company's narrative anticipates $10 billion in revenue and $2.4 billion in earnings by 2029, requiring 11.4% annual revenue growth. However, investors face risks from AI-enabled competitors advancing in generative design. The most optimistic analysts project $10.3 billion in revenue and $2.6 billion in earnings by 2029, above consensus estimates, as markets reassess Autodesk's AI monetisation potential.
Autodesk has completed its acquisition of Rhumbix, a construction technology company that captures real-time jobsite data to improve cost visibility and project decision-making. Financial terms were not disclosed. Autodesk said many construction teams lose cost control not from poor estimates, but from delayed visibility into field activity. Traditional financial systems are backward-looking, with labor and materials data appearing in reports only after work is completed. Rhumbix's platform enables field teams to capture data once and use it across multiple processes, supporting labor tracking, production monitoring, time-and-materials documentation and daily reporting. The integration aims to connect real-time field data with downstream systems, reducing fragmentation and enabling proactive rather than reactive project management. The acquisition strengthens Autodesk's effort to connect workflows across the construction lifecycle.
Autodesk shares closed at $247.44 following mixed recent performance, with a 9% gain over 30 days but a 17% decline over 90 days. The software company generates $7.2 billion in annual revenue and $1.1 billion in net income. The most popular valuation narrative suggests Autodesk is 25% undervalued, with a fair value of $331.75 per share. This view relies on accelerating adoption of cloud-based platforms like Autodesk Construction Cloud and Fusion 360, alongside the shift to subscription and SaaS models driving recurring revenue and margin improvements. However, the company trades at a price-to-earnings ratio of 46.5 times, significantly above the US software industry average of 29.9 times, suggesting potential valuation risk if growth expectations moderate.
Bay Area tech companies including Meta, Autodesk, Salesforce, Workday, Google, Pinterest and Block have announced layoffs since early 2026. Industry experts attribute the cuts to overhiring in recent years, economic uncertainty, high interest rates and reduced foreign investment, rather than solely AI-driven efficiencies. Ryan Miller from Employment Boost says most laid-off workers find new roles within three to six months, though some searches extend to a year. Companies are also offering less generous severance packages. The job market has become more selective, with firms no longer hiring at previous rates. The financial impact can be severe for Bay Area residents, where California's maximum weekly unemployment benefit of $450 represents a significant drop from typical tech salaries. With benefits lasting only 26 weeks, workers should monitor company earnings reports and internal communications for warning signs.