Product Support Manager

About the role

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.

What you'll do

• 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
• 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
• Confirm that the receiving team accepts ownership and urgent issues reach the appropriate escalation of contact during the shift

What you need

• JIRA
• Zendesk
• SOP writing
• Any graduate

Good to have

• Troubleshooting