Technical Customer Support Professional
Trimble Inc.
Provide AI‑enhanced cloud support, troubleshooting, and automation for customer issues.
22 days ago ago
$45,898 - $58,512
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Lake Oswego, OR
Office Full-Time
Company Size
11,600 Employees
Service Specialisms
Construction
Geospatial
Agriculture
Transportation and Logistics
Telecommunications
Asset Tracking
Mapping
Utilities
Sector Specialisms
Construction
Geospatial
Engineering and Construction
Field Solutions
Mobile Solutions
Advanced Devices
Transportation and Logistics
Field Service Management
Role
What you would be doing
ai champion
model training
ai diagnostics
knowledge base
ai monitoring
workflow automation
- Act as an internal champion for AI in a support context, training other team members on best practices and new tools.
- 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.
- 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.
- Document all customer support activities and resolutions in the CRM system to ensure a comprehensive data source for AI analysis.
- 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.
- Assist customers with Trimble Cloud administration, software upgrades, and data migration.
- 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.
- 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.
- 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.
What you bring
azure
generative ai
ai/ml
bsc cs
active directory
sql server
- A basic understanding of cloud technologies and architecture, especially Azure.
- Demonstrated expertise in utilizing and configuring generative AI tools and large language models (LLMs) for technical troubleshooting, data analysis, and content creation.
- Experience with AI-powered analytics and monitoring tools to proactively identify system anomalies and potential customer issues.
- Ability to analyze and interpret data from AI support tools to drive service improvements.
- A strong understanding of core Artificial Intelligence (AI) and Machine Learning (ML) concepts (e.g., models, training data, inference).
- Bachelor’s degree in computer science or equivalent relevant experience.
- Experience with Active Directory, Windows Server administration, Group Policies, and security permissions.
- Strong knowledge of SQL Server Database Administration and relational database concepts.
- 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.
- Proficiency in prompt engineering techniques to elicit precise and effective outputs from AI systems.
- Experience with virtual deployments (VMware, Hyper-V, KVM) and MS IIS.
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Training + DevelopmentInformation not given or found
Interview process
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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.
- Create a welcoming environment where everyone can be themselves and grow together.
- Encourage intentional growth and humility.
- Foster innovation through curiosity and problem-solving.
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.
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.
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