Prerelease Supportability Engineer - Desktop Connector

Job Title: Prerelease Supportability Engineer - Desktop Connector

Team: Supportability, Insights and Diagnostics 

Department: Customer Technical Success 

Company: Autodesk 

Job Summary: Autodesk is seeking a dedicated and proactive Pre-Release Supportability Engineer to join our Customer Technical Success team. The successful candidate will play a crucial role in ensuring the supportability of pre-release products by closely partnering with Product Engineering, Product Management, and Insights teams. This position requires a strong technical background, excellent communication skills, and the ability to collaborate effectively across multiple teams to enhance customer satisfaction and product quality. 

Key Responsibilities: 

• Act as the primary liaison between Customer Technical Success and Product Engineering, Product Management, and Insights teams to ensure pre-release products are supportable and meet customer needs. 

• Collaborate with Product Engineering to identify potential technical issues in pre-release products and develop strategies to mitigate them. 

• Work closely with Product Management to understand product roadmaps, feature sets, and customer expectations, providing feedback on supportability aspects. 

• Utilize Insights team data to analyze customer feedback and support trends, contributing to the continuous improvement of pre-release product supportability. 

• Develop and maintain comprehensive documentation for pre-release products, including troubleshooting guides, FAQs, and best practices. 

• Partner with Enablement to develop learning content related to pre-release product features, potential issues, and resolution techniques. 

• Monitor and report on the performance and supportability of pre-release products, providing actionable insights to relevant teams. 

• Participate in pre-release testing and validation processes to ensure product readiness for customer use. 

• Contribute to the development and implementation of supportability metrics and KPIs to measure the effectiveness of pre-release support efforts. 

• Foster a culture of collaboration and continuous improvement across all teams involved in pre-release product development and support. 

Qualifications: 

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. 

• Minimum of 3-5 years of experience in technical support, product management, or a related role within the technology industry. 

• Strong technical background with the ability to understand complex product features and functionality. 

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across diverse teams. 

• Proven ability to analyze data and provide actionable insights to improve product supportability. 

• Experience with development lifecycles, agile principles, pre-release product testing and validation processes. 

• Familiarity with supportability metrics and KPIs. 

• Ability to work independently and manage multiple priorities in a fast-paced environment. 

• Passion for customer success and commitment to delivering high-quality products and support. 

Preferred Qualifications: 

• Experience working in a SaaS environment or with cloud-based products. 

• Knowledge of Autodesk products and solutions. 

• Certification in Project Management or a related field. 

About Autodesk / À propos d’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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

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

Bienvenue à Autodesk ! Des choses incroyables sont créées chaque jour avec nos logiciels - des bâtiments les plus écologiques et des voitures les plus propres aux usines les plus intelligentes et aux plus grands films à succès. Nous aidons les innovateurs à transformer leurs idées en réalité, transformant non seulement la façon dont les choses sont faites, mais ce qui peut être fait.

Nous sommes très fiers de notre culture ici chez Autodesk - notre code en matière de culture est au cœur de tout ce que nous faisons. Nos valeurs et nos méthodes de travail aident nos employés à prospérer et à réaliser leur potentiel, ce qui conduit à des résultats encore meilleurs pour nos clients.

Lorsque vous êtes un employé Autodesk, vous pouvez être entier et authentique et effectuer un travail significatif qui aide à construire un avenir meilleur pour tous. Prêt à façonner le monde et votre avenir? Joignez-vous à nous !

Salary transparency / Transparence salariale

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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Le salaire est l'un des éléments de l'offre compétitive d'Autodesk. Les offres sont basées sur l'expérience et la situation géographique du candidat. Outre les salaires de base, nous accordons également une grande importance aux primes annuelles discrétionnaires en espèces, aux commissions pour les fonctions de vente, aux actions ou aux primes d'encouragement à long terme en espèces, ainsi qu'à un ensemble complet d'avantages sociaux.

Diversity & Belonging / Diversité et appurtenance

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Nous sommes fiers de cultiver une culture d’appartenance et un milieu de travail équitable où tout le monde peut s’épanouir. Pour en savoir plus, cliquez ici : https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

Êtes-vous un sous-traitant ou un consultant existant d’Autodesk ?

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Veuillez rechercher des emplois vacants et postuler à l’interne (pas sur ce site externe).