Sr. Technical Support Specialist

26WD97370

Senior Technical Support Specialist (Barcelona)

Position Overview

The Senior Technical Support Specialist is responsible for leading complex investigations, driving technical excellence, and ensuring consistent escalation quality across Autodesk Forma products. This role operates as a senior-level individual contributor within Tier II, serving as a technical leader within the pod model.

The ideal candidate brings strong technical depth across multiple products within the Autodesk Forma product suite, including Forma Data Management, Forma Takeoff, Forma Build, and Forma Estimate. This role requires the ability to navigate complex, multi-product workflows and identify system-level patterns across integrated solutions.

This role reports to the Sr. Manager and works in close partnership with the Associate Manager. The Senior Technical Support Specialist is responsible for driving the technical growth of the team, developing strong product knowledge, and building relationships with Engineering and Product teams. The Associate Manager is responsible for people management and operational execution.

Responsibilities

Technical Leadership & Investigation

• Lead complex Tier II investigations, including issue reproduction, root cause analysis, and validation of expected behavior
• Analyze logs, workflows, and system interactions across multiple products to identify defects and system-level issues
• Apply advanced troubleshooting techniques and best practices to resolve high-impact cases
• Identify patterns across cases and connect individual issues to broader product or system trends

Escalation Ownership & Quality

• Own technical escalation quality within the assigned pod
• Ensure cases are complete, reproducible, and aligned with Engineering expectations
• Provide guidance on debugging approach, validation steps, and escalation readiness
• Act as a point of escalation for complex or ambiguous issues

Cross-Functional Collaboration

• Partner with Engineering and Product teams to drive resolution of complex issues
• Build strong working relationships with cross-functional partners
• Represent Tier II from a technical perspective in discussions related to product behavior and defects
• Participate in escalation reviews and feedback loops

Enablement & Technical Development

• Drive the technical development of Tier II Technical Support Specialists
• Mentor team members and support ongoing skill development
• Identify knowledge gaps and lead enablement efforts
• Author and maintain advanced troubleshooting documentation

Continuous Improvement & Technical Ownership

• Identify opportunities to improve debugging workflows and technical processes
• Apply judgment and creativity in recommending variations in approach
• Contribute to improvements in tools, systems, and technical workflows
• Support ongoing refinement of Tier II support practices

Pod-Level Technical Leadership

• Serve as the technical leader within the assigned pod
• Guide case investigations and ensure consistency in troubleshooting approaches
• Support alignment across team members within the pod
• Maintain high standards for technical quality and output

Work Schedule

This position is based in EMEA (Barcelona) and will follow a coverage-aligned schedule:

8:00 AM – 5:00 PM Barcelona time
 

Minimum Qualifications

• Experience as a Senior Technical Support Specialist at a Tier II level or equivalent experience demonstrating technical leadership
• 3–5+ years in technical support or SaaS troubleshooting
• Strong analytical and debugging skills across web, mobile, or cloud-based systems
• Experience working with tools such as Salesforce, Jira, or similar platforms
• Strong written and verbal communication skills

Preferred Qualifications

• Experience supporting multiple products within the Autodesk Forma product suite
• Strong understanding of cross-product workflows and dependencies
• Experience leading complex investigations or technical initiatives
• Experience mentoring or developing peers
• Ability to operate independently and handle ambiguity

Role Expectations

• Operates as a full contributor with deep technical expertise
• Works independently, with guidance at critical points
• Acts as a technical leader within the pod model
• Drives technical consistency and quality across the team
• Contributes to broader team effectiveness through technical leadership
• Participates in on-call coverage as part of the Manager On Duty rotation
• Own and manage VIP escalations with timely resolution

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About Autodesk

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Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

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