Application Support Engineer

Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : Autodesk BIM 360 Field

Good to have skills : Autodesk AutoCAD
Minimum 5 year(s) of experience is required

Educational Qualification : 15 years full time education

Position Summary
The AUD Application Support Specialist is responsible for the production support, maintenance, configuration, troubleshooting, and continuous improvement of the Autodesk Automated Utility Design (AUD) application used for Distribution Design.
The role provides Level 2 and Level 3 application support for AUD, ensuring the availability, stability, and performance of the design application while coordinating with SAP, GIS, Infrastructure, and Autodesk support teams whenever integration issues impact AUD operations.
The specialist acts as the primary technical SME for the AUD application, supporting designers, drafters, GIS operators, and business users throughout the design lifecycle.
Production Support
Provide Level 2 and Level 3 support for the AUD application.
Diagnose and resolve application issues impacting designers.
Restore service within SLA targets.
Analyze recurring incidents and recommend permanent fixes.
Participate in Major Incident Management activities.
Coordinate with Autodesk/SBS support for product-related issues.

AUD Application Administration
Support and maintain:
AUD application configuration
Design templates
Drawing templates
Design standards
Utility Data Hub (UDH) configuration
CAD standards
Layer management
Symbol libraries
Design rules
Configuration packages
Version upgrades
Patch deployment

Design Support
Support business users for:
Design creation
Design revisions
Design version management
Design locking/unlocking
Design approvals
Design estimate initiation
Construction drawing generation
Pole plan generation
Plant Alteration design
As-Built updates
Design archive and retrieval

GIS Playback Support
Support AUD activities related to GIS interaction:
GIS playback initiation
Playback validation
Design staging
Playback error analysis
Reference layer refresh
Coordinate system issues
Asset reference synchronization
(Actual GIS corrections remain the responsibility of the GIS team.)

Drawing Management
Support:
Drawing generation
Drawing templates
Drawing numbering
Drawing revisions
Drawing publishing
PDF generation
Plot configuration
Record drawing creation

Vault Support
Support AUD interaction with Vault including:
Check-in / Check-out
File locking
Version control
Design retrieval
Drawing synchronization
Metadata management

Performance Monitoring
Monitor:
AUD startup performance
Drawing load performance
GIS reference layer loading
CAD responsiveness
Design save performance
Memory utilization
Application crashes

Configuration Management
Maintain:
AUD configurations
CAD profiles
Drawing standards
Configuration packages
User preferences
Application settings

Incident & Problem Management
Perform:
Incident analysis
Root cause analysis
Defect documentation
Problem management
Known error documentation
Workaround identification

Release & Deployment Support
Support:
AUD upgrades
Autodesk releases
Configuration deployments
Regression testing
Production validation
Hypercare activities

User Support
Provide:
End-user troubleshooting
How-to guidance
Design issue resolution
Configuration assistance
Training support
Knowledge article creation

Required Technical Skills
Autodesk Products
Autodesk Automated Utility Design (AUD)
AutoCAD
AutoCAD Map 3D
Autodesk Vault

AUD Functional Knowledge
Strong understanding of:
Utility Distribution Design
Graphical Design
Construction Drawings
Pole Plans
Plant Alterations
As-Built Design
Design Versioning
Design Templates
CAD Standards

Utility Data Hub (UDH)
Experience with:
UDH EAM configuration
UDH GIS configuration
Data mapping
Design synchronization
Configuration management

CAD Skills
Experience with:
AutoCAD customization
Layers
Blocks
XRefs
Templates
Plot styles
Coordinate systems

Troubleshooting Skills
Ability to diagnose:
Design corruption
CAD performance issues
Template issues
Vault synchronization failures
GIS playback failures (AUD perspective)
Drawing generation issues
Configuration errors

Soft Skills
Strong analytical and troubleshooting skills
Customer-focused support approach
Ability to work under production support SLAs
Excellent written and verbal communication
Ability to coordinate with multiple technology teams
Documentation and knowledge management experience

Experience
5+ years supporting Autodesk AutoCAD-based enterprise applications
3+ years supporting Autodesk Utility Design (AUD) or equivalent utility design solutions
Experience supporting production environments in Utilities, Energy, or Transmission & Distribution organizations
Experience with application upgrades, patching, and release management

Preferred Qualifications
Autodesk Certified Professional (AutoCAD)
Experience with Spatial Business Systems (SBS) AUD implementations
Knowledge of electric utility distribution design workflows
Experience working in an ITIL-based Application Management Services (AMS) organization

Key Deliverables
Meet SLA targets for incident and service request resolution
Maintain high application availability and performance
Support AUD configuration and release management
Ensure design continuity for Distribution Design users
Produce root cause analyses for major incidents
Maintain application documentation and knowledge base
Collaborate effectively with SAP, GIS, and infrastructure teams for cross-platform issue resolution (while remaining accountable only for the AUD application layer)

Qualification 15 years full time education