Autodesk
Design and make software for architecture, engineering, construction, and entertainment industries.
Senior Manager - Enterprise Business Application Support
Lead a team to support and improve enterprise business applications and customer success systems.
Job Highlights
About the Role
The Tech Manager of Business Application Support & Engineering leads Autodesk's Business Application Systems Engineering (BASE) team within the Customer Success domain, driving process and technology innovation while ensuring reliable application support. In this role, the manager oversees enterprise application availability, coordinates incident analysis and resolution, collaborates with global development teams, and maintains a customer‑first approach to meet service level agreements and compliance standards. • Supervise, mentor, and train support SMEs, remote staff, and contractors. • Prepare projects for operations and oversee incident analysis and resolution. • Manage enterprise applications to ensure high availability, reliability, and policy compliance. • Develop and implement monitoring, reporting, and incident management solutions. • Evaluate and improve operational processes, metrics, manuals, and documentation. • Track and enhance key performance indicators for resources and systems. • Build strong relationships with internal Autodesk teams and external vendors. • Ensure security measures protect client data and meet industry regulations. • Lead end‑to‑end delivery of managed IT services, meeting SLAs and client expectations. • Collaborate with technical teams on architecture, development, and product standards. • Maintain expertise in Salesforce Support, Service Cloud, Analytics Cloud, and integrations. • Provide user support, training, and primary point of contact for Customer Success inquiries. • Utilize Jira, Confluence, and ServiceNow for effective service management. • Apply full‑stack troubleshooting skills across web services and microservices. • Drive continuous improvement through innovative ideas and process automation.
Key Responsibilities
- ▸application management
- ▸incident management
- ▸monitoring
- ▸performance tracking
- ▸data security
- ▸service management
What You Bring
Candidates must have extensive experience with Salesforce Support—including Service Cloud, Analytics Cloud, and integrations—along with a strong background in voice and telephony systems and the ability to manage distributed technical teams. Preferred qualifications include over eight years of technical leadership, expertise in AWS, proven budget and vendor management skills, and a track record of using data‑driven insights to improve service delivery and drive innovation.
Requirements
- ▸salesforce
- ▸service cloud
- ▸analytics cloud
- ▸voice systems
- ▸aws
- ▸technical leadership
Benefits
Autodesk offers a culture of innovation and belonging, transparent salary packages, stock grants, comprehensive benefits, and a commitment to diversity and employee growth.
Work Environment
Office Full-Time