Prerelease Supportability Engineer Autodesk Engineering Cloud - 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.
  
  

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Autodesk has always valued flexibility in how we work. We continue to provide employees flexibility to support their work preferences wherever possible and nearly all roles are hybrid or remote, unless otherwise indicated.

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