Application Support Analyst

This role is for one of the Weekday's clients

JobType: full-time

You will act as a key touchpoint for customers, combining technical problem-solving with a customer-first approach.

Requirements

• Provide technical support across channels such as calls, chat, and support cases, ensuring timely and effective resolution
• Troubleshoot product issues related to BIM360, ACC, and associated tools, identifying root causes and solutions
• Manage and prioritize support tickets while meeting defined SLAs and maintaining backlog hygiene
• Communicate clearly with customers, providing updates and setting expectations throughout the resolution process
• Handle escalations and ensure critical issues are resolved with urgency and ownership
• Contribute to and maintain internal knowledge bases using structured documentation practices
• Collaborate with product, engineering, and cross-functional teams to resolve complex issues and improve product experience
• Support customer onboarding and adoption by guiding users on best practices and configurations
• Provide feedback to internal teams on recurring issues, feature gaps, and improvement opportunities

• 3–8 years of experience in technical support, preferably in SaaS or cloud-based platforms
• Strong hands-on expertise in BIM360, Autodesk Construction Cloud, Revit, and Navisworks
• Solid understanding of construction, BIM workflows, and design collaboration tools
• Proven ability to troubleshoot complex technical issues and deliver effective solutions
• Experience working with CRM and support tools to manage customer interactions
• Strong communication skills with the ability to explain technical concepts clearly
• Customer-focused mindset with strong ownership and accountability
• Ability to collaborate across teams and handle multiple priorities efficiently
• Analytical thinker with a proactive approach to problem-solving and continuous improvement