Product Support Manager

Join Autodesk and be part of Autodesk Operations Solutions (AOS), a growing business focused on transforming how customers manage and operate physical assets and operations. AOS expands Autodesk's Design and Make vision into the Operate phase, creating more connected, end-to-end solutions for customers.

You will lead our global off-hours Level 1 Product Support team across India and the Philippines. This is the group that picks up customer cases while North America is offline and sets the standard for how round-the-clock support works. You will be the person who establishes consistent operating practices.

Responsibilities:

• Build the off-hour operating process: build, implement and improve SOPs, and define what the team does when the queue is quiet. Plan to shift coverage and queue ownership, anticipate absences and capacity gaps, and maintain clear escalation coverage while protecting time for coaching and development.
• Hold the team accountable for volume and quality together: read a lot of case data quickly, decide what matters, and coach to quality rather than a metric wall.
• Own the handoffs with North America and EMEA: review cases firsthand and ensure each important handoff includes a named owner, customer/business impact, investigation already completed, next action, and next update commitment. Confirm that the receiving team accepts ownership and urgent issues reach the appropriate escalation of contact during the shift. Keep cases progressing within the team's remit and escalate urgent issues through established coverage.
• Build relationships with account managers for our customers, keep a view of which accounts matter most among thousands, and bring them the trends you see.
• Find the patterns behind the volume and work with product and AI tooling to remove low-level cases at the source.
• Collaborate with Level 2 support, engineering, and support operations on process improvements and unlocking operational efficiencies.
• First 90 days: Understand each team member's strengths and development needs, establish regular coaching, document coverage and handoffs, and implement an initial process of improvement.
• Within 6-12 months: The team follows documented processes without prompting, and each report has clear development and performance outcomes. Success is measured by dependable coverage, answer accuracy, appropriate prioritization, backlog aging, avoidable recontacts, and handoff reliability alongside volume, including verification of the quality of AI-assisted answers.
• During onboarding (first 3 months), you'll work North American business hours (9am-5pm ET) for training. After onboarding, you'll lead the off-hours team during the 11pm-7am ET shift, currently 8:30 AM-4:30 PM IST (this shifts by an hour when North America changes clocks). This coverage ensures urgent issues are escalated promptly, and European customers are supported. Hours may change with business needs, with reasonable notice.

Minimum Qualifications:

• Technical credibility: Investigate and resolve customer cases yourself, model strong troubleshooting, and coach specialists through difficult issues. Know when to involve L2 or Engineering and provide complete escalation. API fluency is strongly preferred.
• People leadership: Substantial experience managing experienced technical specialists in complex B2B software support. Run regular, tailored 1:1s with agreed actions and follow-ups, documented development goals, clear progression expectations, and timely, fair performance feedback.
• Accountability: Set clear expectations, address performance concerns promptly and fairly, and stay accountable for decisions you delegate.
• Independent judgment: Turn ambiguity into clear priorities and practical recommendations. Decide within your remit, raise risks early, and follow through without repeated direction.
• Process ownership: Spot the gap, build the fix, secure adoption, and verify that it improves the team's experience and customer outcomes.
• Trust and influence: Earn credibility with veteran specialists and new hires, invite disagreement, and explain your decisions. Resolve competing priorities across Support, Engineering, Product, and CS using data. Give India- and Philippines-based reports equitable attention and development opportunities.
• Active use of AI and automation to improve analysis, documentation, and workflows. Be ready to show examples, how you checked quality, and the impact.
• Experience working in both large enterprises and startups is preferred.
• Experience managing a distributed technical support team, ideally approximately five to seven direct reports across countries or time zones.
• Hands-on experience building reports and working with a customer service platform, such as Zendesk.
• Experience with workforce management, such as Assembled.
• Experience with QA tooling, such as Intryc.
• Experience with ticket escalation software, such as JIRA, Linear or Pluno AI.

In-Person Onboarding and Identity Verification:

This role may require in-person onboarding and/or in-person ID verification.