Assistant Manager / Deputy Manager -Autodesk Support

Key Responsibilities 

• User Support (Level 1): Serve as the first point of contact for Vault/CAD user incidents and service requests (via Jira Service Management ticketing solution). Provide prompt issue qualification, basic troubleshooting, and resolution for common problems (access issues, Vault errors, usage questions, etc.), ensuring regular follow-up and user communication. Complex cases or technical issues beyond L1 scope are escalated to Level 2/3 (senior support or external partner) as needed, while tracking progress to closure. 

• Under guidance, manage user accounts, groups, roles and permissions in the Industry Autodesk Vault environment (e.g. onboarding new users, adjusting rights).   Assist with global configuration consistency and basic system maintenance tasks, ensuring alignment with defined standards for all entities (India, Europe, US, etc.). 

• Document solutions to frequent issues and maintain an up-to-date knowledge base (FAQs, “how-to” guides, known issue resolutions).  Regularly publish tips, news or announcements on the internal Help Portal related to Autodesk Vault/CAD support. 

• Work closely with the senior Vault & CAD Support Officers (L2) and the Industry Engineering Solutions team to identify improvement opportunities. Support product owner or L2 in technical health checks, testing new Vault features or updates, and rolling out new versions or workflows to end-users.  As skills grow, gradually participate in advanced tasks. 

Candidate Profile & Requirements 

• Bachelor’s degree (or equivalent experience) in Engineering, Computer Science, or related field. Hands-on experience with CAD/PDM/PLM tools (especially Autodesk Vault and Inventor or similar) is highly valued. 

• Clear and patient communicator in English, able to translate technical issues into user-friendly guidance. Comfortable interacting with end-users (often engineers/designers). Enthusiastic about sharing knowledge, writing documentation, and coaching others in use of new tools or practices. 

• Rigorous in ticket tracking, documentation updates, and follow-up. Able to manage and prioritize multiple support requests efficiently while maintaining user satisfaction. Motivated to learn continuously and step up to new tasks as the role expands. 

• A team player who will work under the mentorship of an experienced support officer and coordinate with cross-functional teams.