Senior Installation & Licensing Technical Support Specialist

Job Requisition ID: 26WD95381

Location: Portland, OR (Hybrid Role)

Position Overview

Join Autodesk as a Senior Installation & Licensing Technical Support Specialist. In this role, you will provide advanced technical guidance and troubleshooting for installation, licensing, activation, and identity-related issues across a broad customer base, including enterprise environments. Reporting to the Technical Support Manager, you will handle complex customer cases across phone and online channels. While the role is primarily reactive support, it also includes opportunities to contribute proactively by influencing product quality, improving support content, and sharing expertise through webinars and documentation.

Responsibilities

Technical Support

• Own and resolve customer cases via phone and online channels, following established support processes
• Perform deep technical troubleshooting of installation failures, licensing and activation errors, identity/SSO issues, and environmental problems
• Manage an individual case backlog, providing clear, timely status updates and setting appropriate customer and partner expectations
• Document all customer interactions, findings, and resolutions in Autodesk case management systems
• Research, validate, and document product defects; escalate effectively when required

Internal & Product Support

• Participate in product beta programs and other product-related testing activities
• Stay current on Autodesk installation, licensing, and identity technologies
• Provide actionable feedback to product management and engineering to drive improvements in install and licensing experiences

Impact Beyond 1:1 Support

• Contribute to the Autodesk Knowledge Base (AKN) by authoring and improving technical content
• Share insights from customer cases to improve product reliability and customer experience
• Serve as a subject-matter expert for installation and licensing workflows
• Support internal teams (sales, compliance, legal, partners) by explaining licensing and identity mechanisms
• Present webinars or create internal and external technical enablement content as needed

Minimum Qualifications

• 5+ years of experience in technical support, systems support, or IT operations
• 3+ years of experience supporting software installation and licensing at scale
• Strong experience with Windows and macOS environments (Linux is a strong plus)

The Ideal Candidate

This role supports a wide range of customers, from individual users to large organizations, and includes regular exposure to Single Sign-On (SSO) and federated identity scenarios. The ideal candidate is comfortable troubleshooting identity-related issues when they arise and knows how to collaborate across teams when deeper investigation is required.

• Experience supporting customers in environments that may include federated identity and SSO
• Strong communication skills, with the ability to explain technical identity concepts to diverse audiences
• Ability to document solutions clearly and collaborate effectively across technical and customer-facing teams
• Empathetic, customer-focused, and proactive in promoting a positive team environment
• Able to make sound technical decisions and articulate recommendations with clear rationale
• Highly organized, able to prioritize work, and accountable for outcomes
• Curious and eager to learn, viewing challenges and mistakes as opportunities for growth

Technical Expertise

• Ability to diagnose licensing failures end-to-end (client, service, identity, network, OS)
• Strong experience with Active Directory, including user, group, and directory management
• Hands-on experience with enterprise Identity Providers (Id Ps) such as Microsoft Entra ID (Azure AD), Okta, ADFS, and Ping One
• Solid understanding of SSO authentication concepts and flows
• Experience configuring and supporting SAML 2.0 integrations, including claims, certificates, and metadata
• Proficiency troubleshooting SSO issues using tools such as SAML Tracer, Fiddler, and HAR file analysis
• Ability to analyze SAML assertions, HTTP traffic, and authentication logs to identify root causes
• Working knowledge of identity and access management (IAM) security best practices

About Autodesk

Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at Autodesk – it's at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When you're an Autodesker, you can do meaningful work that helps build a better world designed and made for all.

Compensation & Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary Transparency

Salary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $57,000 and $102,850. 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.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Note: Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).