Autodesk

Product Support Specialist

Japan · Work style not stated · Full time

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About the role

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EmployerAutodesk
LocationJapan
Work styleWork style not stated
Employment typeFull time
Employer posted5 Oct 2026

Job Requisition ID #

26WD101335

Position Overview

The Senior Technical Support Specialist leads the resolution of complex and critical customer issues by applying strong technical expertise across manufacturing products, technologies, and services.

As a Subject Matter Expert (SME), this role works closely with customers, Account Teams, Product Development, and other internal stakeholders to drive issue resolution, escalation management, knowledge sharing, and service improvement. The role also supports team development through mentoring, coaching, and training.

Responsibilities

Complex and Critical Case Management

Lead troubleshooting and resolution of complex and high-impact technical issues
Take ownership of escalated cases and coordinate with relevant teams through resolution
Serve as an SME for critical and strategic customer issues
Prioritize critical cases, manage escalations, and ensure timely resolution in line with SLAs
Actively contribute to swarming and collaborative problem-solving

Show full description

Knowledge and Continuous Improvement

Analyze support trends and customer feedback and share insights with Account Teams and relevant stakeholders
Customer Satisfaction, Customer effort and other customer experience indicators to identify and drive improvements
Actively contribute to KCS through knowledge creation, review, and publication
Proactively create technical content to prevent recurring issues and promote customer self-service

Team Leadership and Development

Provide technical and process guidance to team members
Mentor and coach junior team members and deliver training as needed
Share expertise and best practices across the team
Demonstrate leadership and support team operations when required

Cross-Functional Collaboration and Communication

Build strong relationships with Product Development, Customer Success, and other internal teams
Share customer issues, product feedback, risks, and support insights with relevant stakeholders
Work with Product Development on workarounds, permanent solutions, and product improvements
Clearly communicate complex technical topics to customers and internal stakeholders, including executive-level audiences when needed

Minimum Qualifications

Strong technical and troubleshooting expertise in manufacturing solutions, particularly Inventor and/or Vault
Experience resolving complex technical issues and managing escalations
Strong customer communication, presentation, and stakeholder management skills
Ability to collaborate effectively across multiple teams
Experience with SFDC and technical support tools
Knowledge of KCS or Knowledge Management
Experience in mentoring, coaching, or training
Strong analytical skills, ownership, and ability to work independently in ambiguous situations
Business-level proficiency in both English and Japanese, including written and verbal communication

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Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency

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.

Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.

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