Senior Manager, Technical Support

About the Role

This role leads the EMEA shift technical support management team, focusing on helping customers adopt Autodesk’s 3D design, engineering, and entertainment software. The leader provides solutions, direction, and troubleshooting while driving proactive support initiatives, and reports to the Senior Director of Customer Technical Success. The position requires overseeing multiple managers across shifts and product lines, ensuring operational alignment, performance against service levels, and effective budgeting and resource planning. It also involves leading innovation, project execution, and cross‑functional collaboration to enhance the customer experience. • Lead a team of 4‑8 managers and an indirect staff of ~80 technical support professionals across EMEA shifts. • Establish and maintain operational practices, cadence, and global alignment for technical support. • Measure and monitor performance against service level agreements, conducting regular verification of work quality. • Resolve escalated service delivery and customer satisfaction issues, communicating outcomes to stakeholders. • Manage budgets and forecasting, performing trend analysis and addressing discrepancies. • Drive innovative improvements and lead global projects that support the Customer Technical Success strategy. • Prioritize programs with product and project managers to enhance technical support services. • Design and implement processes, documentation, and training to ensure effective product support. • Oversee employee HR programs including performance plans, onboarding, development, and coaching initiatives. • Promote Autodesk’s Culture Code, fostering communication, alignment, and community engagement at local sites. • Respond to site emergencies and coordinate with relevant parties to take necessary actions. • Innovative: proposes clear recommendations and builds support with decision makers.

Key Responsibilities

• ▸team leadership
• ▸operations management
• ▸performance monitoring
• ▸escalation resolution
• ▸budget forecasting
• ▸project innovation

What You Bring

Candidates must hold a relevant bachelor’s degree and possess extensive experience—at least 14 years overall with five years in senior technical people management—along with expertise in global support operations, CRM and workforce management tools, and strong English communication skills. • Bachelor’s degree in a relevant field. • Minimum 14 years of professional experience, including 5+ years in senior technical people or team management. • Proven experience leading global product/technical support teams. • Proficiency with CRM, knowledge‑capture, and workforce management tools. • Strong written and verbal communication skills in English. • Experience with cloud/SaaS applications and remote team environments. • Familiarity with quality control systems and Autodesk products or related industries. • Adaptable: flexibly supports different geographies and changing demands. • Courageous: empathizes with and effectively resolves customer or employee issues. • Business‑oriented: makes timely, logical decisions with awareness of consequences. • Smart: clarifies assignments, prioritizes work, and ensures high‑quality results. • Inclusive: listens actively and communicates concisely.

Requirements

• ▸bachelor's
• ▸14+ years
• ▸senior management
• ▸crm
• ▸cloud saas
• ▸autodesk

Benefits

Autodesk offers a culture centered on innovation, diversity, and a sense of purpose, with competitive compensation that includes salary, bonuses, stock grants, and comprehensive benefits. The company encourages continuous learning, community engagement, and a supportive environment for all employees.

Work Environment

Office Full-Time