Premier Support Engineer

Trimble • Westminster, CO

74d • $92,750 - $122,960

About The Position

The Premier Support Engineer (PSE) will support strategic Premium customers by resolving post-implementation product issues, providing proactive guidance, managing support tickets, and collaborating with various teams to ensure a seamless customer experience with Trimble Products. We seek a highly motivated, customer-focused individual to join our Trimble CMS team. This role provides exceptional technical support and personalized assistance to enterprise-level customers. The ideal candidate will excel in delivering high customer satisfaction through prompt, knowledgeable, and consistent support.

Requirements

• 3+ years of experience in technical support, customer success, or a similar role in enterprise software solutions.
• Proficient with Cloud environments, especially Azure Cloud.
• Strong troubleshooting and problem-solving skills with the ability to resolve technical issues effectively.
• Excellent communication and interpersonal skills, capable of conveying technical information to non-technical audiences.
• Proven ability to build and maintain strong customer relationships.
• Proficiency in enterprise software systems and a solid understanding of cloud-based solutions.

Nice To Haves

• Experience with Trimble CMS software or similar applications.
• Knowledge of industry-specific best practices and workflows.
• Familiarity with CRM and ticketing systems for managing customer support cases.

Responsibilities

• Act as the primary contact for the customer, troubleshooting needs, and cloud issue resolution for enterprise customers, efficiently troubleshooting and resolving technical issues.
• Ensure integrations between Trimble products and third-party applications are enabled by using Microsoft Azure integration technologies.
• Guide best practices and operational support to enhance software effectiveness.
• 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.
• Manage dedicated support cases outside usual queues, ensuring minimal wait times and immediate attention.
• Proactively follow up on open issues to ensure timely resolution and customer satisfaction.
• Build strong customer relationships by understanding their needs, customizations, and workflows.
• Document customer interactions, issues, and solutions for seamless continuity.

Benefits

• Medical, Dental, Vision, Life, Disability insurance.
• Time off plans and retirement plans.
• Tax savings plans for health, dependent care, and commuter expenses.
• Paid Parental Leave.
• Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Number of Employees: 5,001-10,000 employees