Premier Support Engineer

Description

• Document customer interactions, issues, and solutions for seamless continuity.
• Ensure integrations between Trimble products and third-party applications are enabled by using Microsoft Azure integration technologies.
• Use web development tools and languages to set up detailed performance and system stability telemetry dashboards for customer and internal Trimble consumption.
• Offer personalized advice and strategic recommendations based on customers' applications and use cases.
• Collaborate with customers to understand their business objectives and align software solutions accordingly.
• Build strong customer relationships by understanding their needs, customizations, and workflows.
• Respond to customer critical support issues within defined SLAs.
• Manage dedicated support cases outside of the usual queues, ensuring minimal wait times and providing immediate attention.
• Coordinate with counterparts on the customer’s core team, including cloud engineering and solutions architecture to ensure the customer receives a cohesive message and holistic support view.
• Collaborate with product and cloud engineering to advocate for customer issues, track progress of issues through the development lifecycle, and provide customers with accurate and timely updates on the status of those issues.
• Proactively follow up on open issues to ensure timely resolution and customer satisfaction.
• Analyze customer environments and current solution set to proactively notify customers when new release features or capabilities are forthcoming that may have an impact on the customer’s business; providing early awareness to assist customer planning.
• Guide best practices for database and system customizations and operational support to enhance software effectiveness.
• Act as the primary contact for the customer, troubleshooting needs, and cloud issue resolution for enterprise customers, efficiently troubleshooting and resolving technical issues.

Requirements

• Experience with HTML, JSON, and CSS coding for customer dashboards.
• Knowledge of industry-specific best practices and workflows.
• Proficiency in enterprise software systems and a solid understanding of cloud-based solutions.
• Proficient with Cloud environments, especially Azure Cloud.
• Familiarity with database performance considerations and integration points.
• Experience with Trimble CMS B2W software or similar applications, including construction estimating, tracking, etc.
• Excellent communication and interpersonal skills, capable of conveying technical information to non-technical audiences.
• Proven ability to build and maintain strong customer relationships.
• 3+ years of experience in technical support, customer success, or a similar role in enterprise software solutions.
• Familiarity with CRM and ticketing systems for managing customer support cases.
• Strong troubleshooting and problem-solving skills with the ability to resolve technical issues effectively.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance