Technical Customer Support Professional at Trimble Inc. in Lake Oswego, OR | USD45,898-58,512 | Kablio

Role

Description

ai analytics

model training

knowledge base

cloud administration

alert monitoring

support automation

Analyze support data and AI tool performance metrics to provide actionable feedback to engineering and product teams on AI feature improvements and customer pain points.
Assist customers with Trimble Cloud administration, software upgrades, and data migration.
Architect and maintain the company's knowledge base by using AI to identify documentation gaps, generate draft articles, and analyze user search patterns to optimize content discoverability.
Serve as the initial point of contact for customer cloud related issues, leveraging a suite of AI diagnostic tools to accelerate root cause analysis and resolution for system performance, connectivity, permissions, and application errors.
Train and fine-tune internal AI models with high-quality data from support interactions to continuously improve their accuracy and effectiveness in resolving customer issues.
Act as an internal champion for AI in a support context, training other team members on best practices and new tools.
Support after-hours and on-call duties as required.
Develop and implement AI-powered support workflows and automations to provide immediate solutions for common customer inquiries regarding system configuration, setup, and product functionality.
Monitor production and non-production environments using AI-powered analytics systems like Datadog, Solarwinds, or New Relic to proactively identify and respond to system alerts before they impact customers.
Document all customer support activities and resolutions in the CRM system to ensure a comprehensive data source for AI analysis.

Requirements

azure

generative ai

prompt engineering

sql server

active directory

3+ yrs

Ability to analyze and interpret data from AI support tools to drive service improvements.
A basic understanding of cloud technologies and architecture, especially Azure.
Bachelor’s degree in computer science or equivalent relevant experience.
Demonstrated expertise in utilizing and configuring generative AI tools and large language models (LLMs) for technical troubleshooting, data analysis, and content creation.
A strong understanding of core Artificial Intelligence (AI) and Machine Learning (ML) concepts (e.g., models, training data, inference).
Experience with virtual deployments (VMware, Hyper-V, KVM) and MS IIS.
Experience with AI-powered analytics and monitoring tools to proactively identify system anomalies and potential customer issues.
Proficiency in prompt engineering techniques to elicit precise and effective outputs from AI systems.
3+ years of related job experience.
Demonstrated knowledge of networking concepts including routing, gateways, VPN configuration, and remote connectivity technologies like Citrix and MS Terminal Server.
Strong knowledge of SQL Server Database Administration and relational database concepts.
Experience with Active Directory, Windows Server administration, Group Policies, and security permissions.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1978

Company Established

Trimble's origins as a provider of high-precision positioning solutions for the GPS market.

Offers integrated solutions across construction, agriculture, and transportation.
Cutting-edge technology streamlines workflows and improves efficiency.
Provides both hardware and software solutions, focusing on automation, geospatial data, and real-time analytics.
Notable projects include smart city infrastructure, autonomous vehicles, and precision farming systems.
Played a key role in developing GPS technology and transforming resource management.
Solutions help achieve higher productivity, safety, and sustainability.

Culture + Values

Create a welcoming environment where everyone can be themselves and grow together.
Encourage intentional growth and humility.
Foster innovation through curiosity and problem-solving.

Environment + Sustainability

1.5°C Alignment

Science-Based Targets

Approved SBTi in 2022 to limit global warming to 1.5 degrees Celsius, in line with the Paris Agreement.

50% Reduction

Scope 1 & 2 Emissions

Target to reduce absolute Scope 1 and 2 greenhouse gas emissions by 50% from a 2019 baseline by 2030.

50% Reduction

Scope 3 Emissions

Aim to cut absolute Scope 3 greenhouse gas emissions by 50% from 2019 levels by 2030, covering fuel, energy, and transportation activities.

100% Renewables

Electricity Source

Commitment to sourcing 100% of electricity from renewable sources annually by 2025.

Operate LEED-gold & silver-certified buildings (Westminster, Colorado) and BREEAM-certified offices (Espoo, Finland) featuring solar panels, rainwater harvesting, EV charging, and heat-pump systems.

Inclusion & Diversity

30%

Female Representation

Percentage of employees globally who are female.

35%

Diverse Hiring

Percentage of new hires in the US in 2022 that were BIPOC.

327 Internship Diversity

Number of interns hired globally in 2023, with over half being women or people of color.

$880K

DEI Philanthropy

Invested in diversity, equity, and inclusion-related initiatives since 2021, toward a $1 million goal by 2025.

Female representation increased by 2.5 percentage points since 2019.

Articles

Trimble Careers — sales engineering & presales roles advice

Experiences with Trimble Business Center (grading & paving)

Rant on Trimble repair costs and right-to-repair issues

Critique of SketchUp subscription model under Trimble

Trimble hiring software developer (June 2024)

Role

Description

ai analytics

model training

knowledge base

cloud administration

alert monitoring

support automation

Analyze support data and AI tool performance metrics to provide actionable feedback to engineering and product teams on AI feature improvements and customer pain points.
Assist customers with Trimble Cloud administration, software upgrades, and data migration.
Architect and maintain the company's knowledge base by using AI to identify documentation gaps, generate draft articles, and analyze user search patterns to optimize content discoverability.
Serve as the initial point of contact for customer cloud related issues, leveraging a suite of AI diagnostic tools to accelerate root cause analysis and resolution for system performance, connectivity, permissions, and application errors.
Train and fine-tune internal AI models with high-quality data from support interactions to continuously improve their accuracy and effectiveness in resolving customer issues.
Act as an internal champion for AI in a support context, training other team members on best practices and new tools.
Support after-hours and on-call duties as required.
Develop and implement AI-powered support workflows and automations to provide immediate solutions for common customer inquiries regarding system configuration, setup, and product functionality.
Monitor production and non-production environments using AI-powered analytics systems like Datadog, Solarwinds, or New Relic to proactively identify and respond to system alerts before they impact customers.
Document all customer support activities and resolutions in the CRM system to ensure a comprehensive data source for AI analysis.

Requirements

azure

generative ai

prompt engineering

sql server

active directory

3+ yrs

Ability to analyze and interpret data from AI support tools to drive service improvements.
A basic understanding of cloud technologies and architecture, especially Azure.
Bachelor’s degree in computer science or equivalent relevant experience.
Demonstrated expertise in utilizing and configuring generative AI tools and large language models (LLMs) for technical troubleshooting, data analysis, and content creation.
A strong understanding of core Artificial Intelligence (AI) and Machine Learning (ML) concepts (e.g., models, training data, inference).
Experience with virtual deployments (VMware, Hyper-V, KVM) and MS IIS.
Experience with AI-powered analytics and monitoring tools to proactively identify system anomalies and potential customer issues.
Proficiency in prompt engineering techniques to elicit precise and effective outputs from AI systems.
3+ years of related job experience.
Demonstrated knowledge of networking concepts including routing, gateways, VPN configuration, and remote connectivity technologies like Citrix and MS Terminal Server.
Strong knowledge of SQL Server Database Administration and relational database concepts.
Experience with Active Directory, Windows Server administration, Group Policies, and security permissions.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1978

Company Established

Trimble's origins as a provider of high-precision positioning solutions for the GPS market.

Offers integrated solutions across construction, agriculture, and transportation.
Cutting-edge technology streamlines workflows and improves efficiency.
Provides both hardware and software solutions, focusing on automation, geospatial data, and real-time analytics.
Notable projects include smart city infrastructure, autonomous vehicles, and precision farming systems.
Played a key role in developing GPS technology and transforming resource management.
Solutions help achieve higher productivity, safety, and sustainability.

Culture + Values

Create a welcoming environment where everyone can be themselves and grow together.
Encourage intentional growth and humility.
Foster innovation through curiosity and problem-solving.

Environment + Sustainability

1.5°C Alignment

Science-Based Targets

Approved SBTi in 2022 to limit global warming to 1.5 degrees Celsius, in line with the Paris Agreement.

50% Reduction

Scope 1 & 2 Emissions

Target to reduce absolute Scope 1 and 2 greenhouse gas emissions by 50% from a 2019 baseline by 2030.

50% Reduction

Scope 3 Emissions

Aim to cut absolute Scope 3 greenhouse gas emissions by 50% from 2019 levels by 2030, covering fuel, energy, and transportation activities.

100% Renewables

Electricity Source

Commitment to sourcing 100% of electricity from renewable sources annually by 2025.

Operate LEED-gold & silver-certified buildings (Westminster, Colorado) and BREEAM-certified offices (Espoo, Finland) featuring solar panels, rainwater harvesting, EV charging, and heat-pump systems.