Application Support Engineer

Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : Autodesk BIM 360 Field

Good to have skills : Autodesk AutoCAD

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Position Summary

The AUD Application Support Specialist is responsible for the production support, maintenance, configuration, troubleshooting, and continuous improvement of the Autodesk Automated Utility Design (AUD) application used for Distribution Design.

The role provides Level 2 and Level 3 application support for AUD, ensuring the availability, stability, and performance of the design application while coordinating with SAP, GIS, Infrastructure, and Autodesk support teams whenever integration issues impact AUD operations.

The specialist acts as the primary technical SME for the AUD application, supporting designers, drafters, GIS operators, and business users throughout the design lifecycle.

Key Responsibilities

Production Support

Provide Level 2 and Level 3 support for the AUD application.

Diagnose and resolve application issues impacting designers.

Restore service within SLA targets.

Analyze recurring incidents and recommend permanent fixes.

Participate in Major Incident Management activities.

Coordinate with Autodesk/SBS support for product-related issues.

AUD Application Administration

Support and maintain:

AUD application configuration

Design templates

Drawing templates

Design standards

Utility Data Hub (UDH) configuration

CAD standards

Layer management

Symbol libraries

Design rules

Configuration packages

Version upgrades

Patch deployment

Design Support

Support business users for:

Design creation

Design revisions

Design version management

Design locking/unlocking

Design approvals

Design estimate initiation

Construction drawing generation

Pole plan generation

Plant Alteration design

As-Built updates

Design archive and retrieval

GIS Playback Support

Support AUD activities related to GIS interaction:

GIS playback initiation

Playback validation

Design staging

Playback error analysis

Reference layer refresh

Coordinate system issues

Asset reference synchronization

(Actual GIS corrections remain the responsibility of the GIS team.)

Drawing Management

Support:

Drawing generation

Drawing templates

Drawing numbering

Drawing revisions

Drawing publishing

PDF generation

Plot configuration

Record drawing creation

Vault Support

Support AUD interaction with Vault including:

Check-in / Check-out

File locking

Version control

Design retrieval

Drawing synchronization

Metadata management

Performance Monitoring

Monitor:

AUD startup performance

Drawing load performance

GIS reference layer loading

CAD responsiveness

Design save performance

Memory utilization

Application crashes

Configuration Management

Maintain:

AUD configurations

CAD profiles

Drawing standards

Configuration packages

User preferences

Application settings

Incident & Problem Management

Perform:

Incident analysis

Root cause analysis

Defect documentation

Problem management

Known error documentation

Workaround identification

Release & Deployment Support

Support:

AUD upgrades

Autodesk releases

Configuration deployments

Regression testing

Production validation

Hypercare activities

User Support

Provide:

End-user troubleshooting

How-to guidance

Design issue resolution

Configuration assistance

Training support

Knowledge article creation

Required Technical Skills

Autodesk Products

Autodesk Automated Utility Design (AUD)

AutoCAD

AutoCAD Map 3D

Autodesk Vault

AUD Functional Knowledge

Strong understanding of:

Utility Distribution Design

Graphical Design

Construction Drawings

Pole Plans

Plant Alterations

As-Built Design

Design Versioning

Design Templates

CAD Standards

Utility Data Hub (UDH)

Experience with:

UDH EAM configuration

UDH GIS configuration

Data mapping

Design synchronization

Configuration management

CAD Skills

Experience with:

AutoCAD customization

Layers

Blocks

XRefs

Templates

Plot styles

Coordinate systems

Troubleshooting Skills

Ability to diagnose:

Design corruption

CAD performance issues

Template issues

Vault synchronization failures

GIS playback failures (AUD perspective)

Drawing generation issues

Configuration errors

Soft Skills

Strong analytical and troubleshooting skills

Customer-focused support approach

Ability to work under production support SLAs

Excellent written and verbal communication

Ability to coordinate with multiple technology teams

Documentation and knowledge management experience

Experience

5+ years supporting Autodesk AutoCAD-based enterprise applications

3+ years supporting Autodesk Utility Design (AUD) or equivalent utility design solutions

Experience supporting production environments in Utilities, Energy, or Transmission & Distribution organizations

Experience with application upgrades, patching, and release management

Preferred Qualifications

Autodesk Certified Professional (AutoCAD)

Experience with Spatial Business Systems (SBS) AUD implementations

Knowledge of electric utility distribution design workflows

Experience working in an ITIL-based Application Management Services (AMS) organization

Key Deliverables

Meet SLA targets for incident and service request resolution

Maintain high application availability and performance

Support AUD configuration and release management

Ensure design continuity for Distribution Design users

Produce root cause analyses for major incidents

Maintain application documentation and knowledge base

Collaborate effectively with SAP, GIS, and infrastructure teams for cross-platform issue resolution (while remaining accountable only for the AUD application layer)