Job Description

Job Title: Technical Support Engineer – Revit (Pay Per Ticket)

Autodesk is looking for a Freelance Technical Support Engineer with expertise in Autodesk Revit, Navisworks, and BIM 360 / Autodesk Construction Cloud applications. The role involves providing technical support services and engaging with Autodesk customers to deliver effective technical solutions, guidance, and troubleshooting assistance.

With a clear focus on helping customers adopt industry-leading design tools, this role is responsible for addressing customer product issues reported primarily through scheduled calls, support cases, or chat. The support team directly influences customer adoption and helps customers realize the full value of their investment.

The ideal candidate can gather and analyze critical information to understand problems, develop innovative solutions, and ensure customer issues are resolved effectively. The candidate should be comfortable collaborating with relevant teams, managing customer expectations, and taking ownership of technical issues independently.

This freelance engagement follows a pay-per-ticket model, where compensation is based on successfully resolved support tickets, subject to applicable quality and performance standards. The role requires sound judgment, independent decision-making, and effective case management to achieve individual and organizational goals.

Responsibilities

• Respond to customer support requests through multiple channels while adhering to documented processes.
• Contribute to organizational initiatives and proactively identify strategies to improve operational efficiency.
• Monitor performance against established service levels, ensuring adherence to quality standards and individual performance targets.
• Actively manage and resolve assigned support tickets and maintain an effective ticket backlog.
• Manage customer and partner expectations by providing timely updates on issue progress and resolution.
• Participate in product beta programs and product testing activities organized by product development teams.
• Research and verify product issues and solutions using the Knowledge Base and internal case management systems.
• Assist in developing and maintaining internal knowledge base content using the Knowledge Centered Support (KCS) methodology.
• Provide feedback to product management and development teams to support product improvements.
• Investigate and resolve escalated issues related to service delivery and customer satisfaction, ensuring timely communication with customers and relevant stakeholders.
• Share relevant updates and product information with support and partner teams.
• Collaborate with extended Autodesk teams, including Client Services, Renewals Hub, and Sales, to resolve customer issues effectively.

Minimum Qualifications

• Bachelor's degree in Design, Engineering, Infrastructure, or a related field, or equivalent work experience.
• Competent knowledge of Autodesk Revit, Navisworks, and Autodesk Construction Cloud / BIM 360.
• At least 4 years of relevant industry experience.
• 3+ years of experience in technology and customer support.
• Proficiency in CRM tools.
• Experience supporting cloud-based / SaaS applications.
• Familiarity with construction and Building Information Modeling (BIM) industry requirements and workflows.
• Demonstrated ability to take ownership of customer issues, troubleshoot technical problems, and identify effective solutions or workarounds.
• Strong teamwork and collaboration skills.
• Ability to work flexible hours as required by support demand.
• Strong customer relationship management skills and the ability to understand customer needs.
• Ability to manage multiple technical requests simultaneously and prioritize cases effectively.
• Proven ability to build and maintain strong relationships with customers and partners.
• Excellent verbal and written communication skills, including the ability to explain complex technical concepts clearly in live or virtual interactions.
• A collaborative mindset and willingness to support other members of a shared-responsibility team.

Engagement Model

• Role Type: Freelance / Independent Contractor
• Compensation: Pay per successfully resolved ticket, subject to applicable quality and performance criteria.
• Work Arrangement: 8 hours- agreed working hours.
• Performance Expectations: Adherence to ticket resolution quality, customer satisfaction, and applicable service-level standards.