Escalation Lead

Autodesk
Bengaluru
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 5-7 yearsEducation: bachelorsSkills: ["Team player","Ownership","Troubleshooting","Communication","Accountability"]

Provide advanced technical support as an Escalation Lead for Autodesk’s BIM/RVT products (Revit, Navisworks, BIM360/Autodesk Construction Cloud). Own and drive high-priority escalations to successful closure across multiple support channels for customers and partners in the AMER region (PST shift). Analyze root causes, recommend process improvements, monitor service levels, participate in beta programs, and contribute to knowledge base quality using KCS methodology.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Autodesk
Autodesk
2 days ago

Escalation Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Provide advanced technical support as an Escalation Lead for Autodesk’s BIM/RVT products (Revit, Navisworks, BIM360/Autodesk Construction Cloud). Own and drive high-priority escalations to successful closure across multiple support channels for customers and partners in the AMER region (PST shift). Analyze root causes, recommend process improvements, monitor service levels, participate in beta programs, and contribute to knowledge base quality using KCS methodology.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Manage escalations received from leaders, the Autodesk executive team, and enterprise business accounts, ensuring critical issues are handled within scope.
  • •Own high-priority incidents and drive them toward successful closure, with direct investigation and resolution for escalated service delivery issues.
  • •Analyze causes post-resolution, identify process gaps, and suggest solutions to prevent recurrence.
  • •Respond to support requests through multiple channels (e.g., Web, Chat, Schedule-A-Call, Phone) and follow documented processes.
  • •Monitor performance against service levels, handle customer/partner expectation updates, and contribute to knowledge base quality using KCS methodology.

Key Requirements

  • •Bachelor's degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience.
  • •Competent knowledge of Revit, Navisworks, and Autodesk Construction Cloud / BIM360.
  • •5-7 years of industry working experience, with 1+ years of team leadership/team coaching.
  • •3+ years of technology and customer support experience.
  • •Proficiency with Construction and BIM industry needs and workflows, with ability to own problems, troubleshoot, and reduce/solve issues.
Experience:5-7 yearsConstructionBIM
Education:Bachelor's in Design, Engineering, or Infrastructure
Skills:Team playerOwnershipTroubleshootingCommunicationAccountability
Tech Stack:RevitNavisworksAutodesk Construction CloudBIM360WebChatPhoneSchedule-a-CallKnowledge Centred Support (KCS)Autodesk Revit

Company Brief

Autodesk
Provides design and engineering software for architecture, construction, manufacturing, media, and entertainment industries, offering CAD, BIM, and 3D modeling tools to enable product and infrastructure design workflows.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Rafael, United States
Founded: 1982
Glassdoor
Glassdoor: 3.9
WebsiteLinkedInGlassdoor