Autodesk Technical Support Engineer, AMER in Boston, Massachusetts
Job Requisition ID #
Innovyze is adding to our Client Service team and seeking a Technical Support Engineer, with a background in water resources and/or asset management in our Americas region. The role involves supporting our US customers in the use of our software products.
The selected candidate will be expected to support our customers in the use of our software products from initial installation through to everyday use. The role will require a good degree of knowledge of the Innovyze Water Distribution, Collection Systems, and Asset Management products. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.
Technical Support Engineers perform all or some of the following activities:
Provide technical expertise to our customer base in water distribution/wastewater collection/stormwater/asset management software through support cases
Act as a project engineer on implementation projects where the goal is to deliver best practices and procedures to our customers.
Drive adoption through delivering adoption services and help customers achieve their goals and derive value from Innovyze products
Support customer retention and upsell through contributing to customer success plans, tracking impact and logging value creation
Assist in development of product videos, micro learning courses, knowledge base articles, and help file content.
Support preparation of proposals and presentations and maintaining positive, professional relationships with current and prospective clients
Consistently maintain client satisfaction that results in potential opportunities and excellent Company references
Interact professionally with clients, client services group members, and the sales team
Conduct software training/coaching sessions virtually and in-person
B.S. or M.S. in Civil, Environmental or Water Resources Engineering
2+ years of consulting or utility experience with Innovyze Software (InfoWater Pro, InfoWorks WS Pro, InfoWorks ICM, InfoSWMM, InfoAsset Planner, Info360, InfoAsset Manager)
Experience in writing and presenting technical documentation
Programming language proficiency: Python, SQL, Ruby a plus
Must work well in a team environment
Must be client oriented and able to prioritize and manage multiple tasks
Proactive in monitoring and resolving customer issues
Keen to learn and able to grasp new concepts quickly
Self-motivated, able to take initiative and anticipate needs, learning to work independently and carry projects through to completion with moderate guidance/direction
Approachable, friendly, and patient when dealing with customers
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