Principal Cloud Supportability Engineer - AEC

Autodesk is a leader in software solutions, transforming how things are made. They are seeking a Principal Cloud Supportability Engineer to provide tier-2 support for their AEC cloud solutions, focusing on customer technical issues and developing automation for self-help solutions.

Responsibilities:

• Act as the dedicated support expert for Autodesk AEC cloud solutions in Customer Technical Success
• Act as the customer liaison with engineering team
• Research, verify, and document product defects
• Boost customer trust in our solutions by expediting the resolution of escalated customer challenges through swifter triage and issue resolution
• Demonstrate excellence in software troubleshooting, and diagnosing difficult to reproduce issues
• Excellent verbal and written communication skills
• Lead initiatives to enhance process efficiency, customer satisfaction by developing automations
• Build and maintain a collection of service automation runbooks that can be run from the cloud
• Build alert and telemetry systems to accelerate issue detection and mitigation
• Create documentation as appropriate for the automations developed
• Ensure high quality deliverables
• Ability to work independently and/or guide other team members to meet deadlines
• Self-motivated and proactive, possessing strong desire to learn

Requirements:

• 4-year bachelor's degree from an accredited institution in engineering, computer science, or a related degree
• Minimum 8 years of experience in the architecture & engineering domain
• Strong skills in Windows OS, networking, Cloud APIs, virtualization
• Experience with Azure, AWS, or similar cloud provider is helpful
• Strong Experience writing script-based automations using Python, or similar scripting languages
• Experience in Agile Software Development practices and tools (such as Jira, Kanban. Etc.)
• Act as the dedicated support expert for Autodesk AEC cloud solutions in Customer Technical Success
• Act as the customer liaison with engineering team
• Research, verify, and document product defects
• Boost customer trust in our solutions by expediting the resolution of escalated customer challenges through swifter triage and issue resolution
• Demonstrate excellence in software troubleshooting, and diagnosing difficult to reproduce issues
• Excellent verbal and written communication skills
• Lead initiatives to enhance process efficiency, customer satisfaction by developing automations
• Build and maintain a collection of service automation runbooks that can be run from the cloud
• Build alert and telemetry systems to accelerate issue detection and mitigation
• Create documentation as appropriate for the automations developed
• Ensure high quality deliverables
• Ability to work independently and/or guide other team members to meet deadlines
• Self-motivated and proactive, possessing strong desire to learn
• Excellent skills in resolving customer problems with an “out of the box” and a “can do” approach
• Exhibit leadership skills and go beyond on the roles and responsibilities
• Take ownership and accountability of the tasks and show leadership skills to mentor coach the team whenever required
• Working experience with any of those products: AutoCAD, Revit, Forma, BIM360