PlanGrid
Product Support Engineer - Storm Sewer and Flood Modeling
PlanGrid, Boston, Massachusetts, us, 02298
Technical Support Engineer
Engage with Autodesk customers from the water industry by providing solutions, direction, and general troubleshooting for users of InfoWorks ICM, XPSWMM, and InfoDrainage. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities: develop and present webinars, host Q&A sessions on our online communities, and publish technical articles in the Autodesk Knowledge Network (AKN). This position is open to applicants anywhere in North America, with an option to work either in-office or from home. Responsibilities Respond to support requests through multiple channels following documented processes Document support interactions in a company-wide case management system Document problems and solutions in clear and concise articles for our knowledge domain Escalate unresolved issues to senior staff Investigate and verify product defects, then escalate and coordinate with the product team to find solutions Manage personal backlog of support requests Manage customer and partner expectations by providing updates on progress Maintain a high customer satisfaction rating Participate in product BETA programs and product testing events organized by the product division development teams Remain informed on improvements in supported products in relevancy to the water industry Support the fundamental development of our knowledge base Influence product development and management to prioritize improvements for the best customer experience Minimum Qualifications Bachelor's in Civil Engineering or related. 3 years of water industry experience. Proficiency or familiarity using InfoWorks ICM or XPSWMM. Familiarity with competitor software (HEC-RAS, PCSWMM, SewerGEMS, etc.) is also encouraged. Experience in a customer-facing role with strong communication and troubleshooting skillsCivil 3D experience a plus The Ideal Candidate You are people-minded and influential. You can empathize with, respond to, and troubleshoot customer issues, and enjoy being a role model that inspires others and fosters positive environments You can act quickly based on sound logic and consideration of consequences You can clarify assignments, prioritize work and take ownership to ensure it gets done You can work well in a team environment, jumping in to help where you can and leaning on fellow experts when needed You can strategize and articulate recommendations and rationale that builds support with important decision makers You are curious. You learn from mistakes and are always looking for opportunities to develop new skills Salary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $65,100 and $112,310. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Engage with Autodesk customers from the water industry by providing solutions, direction, and general troubleshooting for users of InfoWorks ICM, XPSWMM, and InfoDrainage. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities: develop and present webinars, host Q&A sessions on our online communities, and publish technical articles in the Autodesk Knowledge Network (AKN). This position is open to applicants anywhere in North America, with an option to work either in-office or from home. Responsibilities Respond to support requests through multiple channels following documented processes Document support interactions in a company-wide case management system Document problems and solutions in clear and concise articles for our knowledge domain Escalate unresolved issues to senior staff Investigate and verify product defects, then escalate and coordinate with the product team to find solutions Manage personal backlog of support requests Manage customer and partner expectations by providing updates on progress Maintain a high customer satisfaction rating Participate in product BETA programs and product testing events organized by the product division development teams Remain informed on improvements in supported products in relevancy to the water industry Support the fundamental development of our knowledge base Influence product development and management to prioritize improvements for the best customer experience Minimum Qualifications Bachelor's in Civil Engineering or related. 3 years of water industry experience. Proficiency or familiarity using InfoWorks ICM or XPSWMM. Familiarity with competitor software (HEC-RAS, PCSWMM, SewerGEMS, etc.) is also encouraged. Experience in a customer-facing role with strong communication and troubleshooting skillsCivil 3D experience a plus The Ideal Candidate You are people-minded and influential. You can empathize with, respond to, and troubleshoot customer issues, and enjoy being a role model that inspires others and fosters positive environments You can act quickly based on sound logic and consideration of consequences You can clarify assignments, prioritize work and take ownership to ensure it gets done You can work well in a team environment, jumping in to help where you can and leaning on fellow experts when needed You can strategize and articulate recommendations and rationale that builds support with important decision makers You are curious. You learn from mistakes and are always looking for opportunities to develop new skills Salary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $65,100 and $112,310. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.