Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware, and services are transforming industries such as agriculture, construction, geospatial and transportation, and logistics.
The Trimble Cloud team is building the platform fueling Trimble's digital transformation. We take a cloud-first approach to deliver shared web services that are used by Trimble and Trimble partners. Our platform-as-a-service is used by hundreds of product teams to build customer-centric workflows. We focus on building services used by developers that are simple, scalable, and secure.
As a member of our support team for the Trimble Cloud Platform, you will be a vital part of the support and escalation team, responsible for timely, accurate, and detailed responses to technical support inquiries that come from internal customers.
Respond to customer inquiries via email, casework, and chats. Identify, troubleshoot, document, and resolve customer inquiries in a timely manner.
Responsible for advanced trouble-shooting of supported services
Incident response and management of escalation paths to DevOps and Engineering teams while providing timely and accurate information to the affected parties.
Review, manage and follow up on open issues as needed
Ensure individual and team SLA's/KPI's are maintained and on track
Collaborate on documentation creation needed for internal cross-functional teams
Documenting support-related processes and procedures (SOP)
Project work that includes long and short term initiatives
Manage CI/CD pipeline
1-2 yrs experience in a technical support environment, or other customer-facing technology fields
Demonstrated high quality written and verbal communication abilities
Demonstrated proficiency with business software (e.g. G Suite, FreshService, Jira)
Demonstrated customer focus, troubleshooting abilities, and creative problem solving
Ability to attend meetings outside normal working hours as teams are located globally
Excellent written and verbal business communication abilities with demonstrated analytical and technical problem-solving skills
In this fast-paced environment work volume quickly fluctuates and a high degree of organization with a focus on detail is critical to achieving success in the position.
Experience with AWS/Azure/GCP
Linux & Windows Administration
Terraform or CloudFormation
Experience with tools such as Sumologic, Postman, Datadog, Grafana
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.
Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D