Prerelease Supportability Engineer - Fusion

Position Overview

Autodesk is seeking a dedicated and proactive Pre-Release Supportability Engineer to join our Customer Technical Success team. The successful candidate will play a crucial role in ensuring the supportability of pre-release products by closely partnering with Product Engineering, Product Management, and Insights teams. This position requires a strong technical background, excellent communication skills, and the ability to collaborate effectively across multiple teams to enhance customer satisfaction and product quality. 

Responsibilities

• Act as the primary liaison between Customer Technical Success and Product Engineering, Product Management, and Insights teams to ensure pre-release products are supportable and meet customer needs. 

• Collaborate with Product Engineering to identify potential technical issues in pre-release products and develop strategies to mitigate them. 

• Work closely with Product Management to understand product roadmaps, feature sets, and customer expectations, providing feedback on supportability aspects. 

• Utilize Insights team data to analyze customer feedback and support trends, contributing to the continuous improvement of pre-release product supportability. 

• Develop and maintain comprehensive documentation for pre-release products, including troubleshooting guides, FAQs, and best practices. 

• Partner with Enablement to develop learning content related to pre-release product features, potential issues, and resolution techniques. 

• Monitor and report on the performance and supportability of pre-release products, providing actionable insights to relevant teams. 

• Participate in pre-release testing and validation processes to ensure product readiness for customer use. 

• Contribute to the development and implementation of supportability metrics and KPIs to measure the effectiveness of pre-release support efforts. 

• Foster a culture of collaboration and continuous improvement across all teams involved in pre-release product development and support. 

Minimum Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. 

• Minimum of 3-5 years of experience in technical support, product management, or a related role within the technology industry. 

• Strong technical background with the ability to understand complex product features and functionality. 

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across diverse teams. 

• Proven ability to analyze data and provide actionable insights to improve product supportability. 

• Experience with development lifecycles, agile principles, pre-release product testing and validation processes. 

• Familiarity with supportability metrics and KPIs. 

• Ability to work independently and manage multiple priorities in a fast-paced environment. 

• Passion for customer success and commitment to delivering high-quality products and support. 

Preferred Qualifications

• Experience working in a SaaS environment or with cloud-based products. 

• Knowledge of Autodesk products and solutions. 

• Certification in Project Management or a related field. 

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