Maya/Max/MotionBuilder Premium Support Specialist

Description

This position provides the highest level of technical support for Autodesk Customers, and requires a detailed understanding of Autodesk M&E products, with a focus on Autodesk® Animation products API/SDK implementation in the games, television and feature film industries.

As a global leader in 3D design, engineering, and entertainment software, Autodesk helps people imagine, design, and create a better world. Autodesk accelerates better design through an unparalleled depth of experience and a broad portfolio of software to give customers the power to solve their design, business, and environmental challenges. In addition to designers, architects, engineers, and media and entertainment professionals, Autodesk helps students, educators, and casual creators unlock their creative ideas through user-friendly applications.

Job Title:  Premium Support Specialist: Maya/Max/MotionBuilder/#13WD13071

Location: Venice, Ca

A Specialist's primary responsibility is to provide technical support to external customers and internal staff. A Product Support Specialist works with our most advanced 2D and 3D products, resolves technical issues and documents these and solutions in our knowledgebase, and reports product enhancements to our Product Development teams. As Support Specialist, you may be assigned special projects including: new products features and documentation review, creating and delivering trainings, product demos, and presenting at technical forums.

Essential duties and responsibilities:
• Provide technical support to customers as well as internal staff, through web interface, via email and phone when appropriate.
• Document problem resolutions in database systems.
• Provide guidance to team members researching technical issues.
• Research, verify, and generate detailed defect reports and feature requests.
• Work with development, testing and documentation teams during product development cycle to ensure quality control.
• Attend trade shows, perform customer visits or give product demonstrations.
• Work with a Manager to develop a personalized employee development plan that includes training and project assignments that enhance product knowledge and general business skills.
• Investigate, develop and present formal and informal training on Autodesk products and support issues.
• Develop training plans and mentor new product support team members as well as key customers.
Required Experience:
• Bachelor's degree or equivalent experience in Industrial Design, Computer Science, or related field.
• Experience troubleshooting software and hardware problems.

Premium Services – responsibilities:
Work with Premium Customers at the following tasks:
• Dedicated Technical Specialist for Premium Customers, will act as single point of contact for all technical support queries..
• Onsite support to help with installations, modernizations, and other issues.
• Critical period support to cover upgrades and installations occurring outside office hours.
• Regular status reports to keep Customers informed and firmly in control of next steps and future actions.
• Priority handling for escalated critical issues with Customer Support.
• Premium Support workshops to introduce the Premium Support service and then cover technical topics to Premium Customers..
• Planned support costs with fixed fees for the additional services which allows you to budget ahead.

Internal Services – responsibilities:
• Technical escalations: provide escalation assistance to internal Teams for complex products.
• Division Relationship: Ensure correct prioritization, visibility and resolution of technical escalations.
• Readiness and Training: provide readiness training to internal Teams and Autodesk Channel.

Ensure stakeholders are ready to use or support new products and releases and have the information and training needed in time.