Technical Support Analyst at Trimble Inc. in Lake Oswego, OR | USD19-29 | Kablio

Role

Description

customer support

incident analysis

issue resolution

customer satisfaction

cross-functional

Provides effective customer support in a 24X7X365 production environment (rotating on-call and holiday support may be required)
Performs upfront/preliminary incident analysis to understand the impact, severity and risk of the problem
Minimize issue resolutions timeframes through case aging metrics
Maintain high levels of Customer Satisfaction tracked through NPS (Net Promoter Score)
Work cross organizationally to ensure problems are solved promptly and effectively

Requirements

salesforce

jira

sql

saas

root cause

communication

Demonstrated success performing root cause analysis
Experience with troubleshooting and reviewing software logs
Experience working with a CRM casing software – preferably Salesforce
Understanding of programming and reporting tools functionality and capabilities
Experience writing bugs and using Jira/Confluence
Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications Knowledge of basic problem resolution and escalation practices
Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
Excellent communication skills via phone, verbal, and written
Experience supporting customers and/or end users within a hosted, Software as a Service (SaaS) offering
Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude
Experience developing reports to analyze data trends and proposing meaningful conclusions
Experience using and troubleshooting SQL, XML, HTML, Scripting
Understand customer requirements and level of adoption with the e-Builder product
Excellent Windows, network, and web browser troubleshooting skills.
Communicates highly technical information to both technical and nontechnical personnel
Ability to provide appropriate level of support and guidance with e-Builder applications and procedures

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

customer support

incident analysis

issue resolution

customer satisfaction

cross-functional

Provides effective customer support in a 24X7X365 production environment (rotating on-call and holiday support may be required)
Performs upfront/preliminary incident analysis to understand the impact, severity and risk of the problem
Minimize issue resolutions timeframes through case aging metrics
Maintain high levels of Customer Satisfaction tracked through NPS (Net Promoter Score)
Work cross organizationally to ensure problems are solved promptly and effectively

Requirements

salesforce

jira

sql

saas

root cause

communication

Demonstrated success performing root cause analysis
Experience with troubleshooting and reviewing software logs
Experience working with a CRM casing software – preferably Salesforce
Understanding of programming and reporting tools functionality and capabilities
Experience writing bugs and using Jira/Confluence
Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications Knowledge of basic problem resolution and escalation practices
Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
Excellent communication skills via phone, verbal, and written
Experience supporting customers and/or end users within a hosted, Software as a Service (SaaS) offering
Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude
Experience developing reports to analyze data trends and proposing meaningful conclusions
Experience using and troubleshooting SQL, XML, HTML, Scripting
Understand customer requirements and level of adoption with the e-Builder product
Excellent Windows, network, and web browser troubleshooting skills.
Communicates highly technical information to both technical and nontechnical personnel
Ability to provide appropriate level of support and guidance with e-Builder applications and procedures

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.