Premier Support Engineer

Trimble Inc.•Lake Oswego, OR

About The Position

The Premier Support Engineer (PSE) will support strategic, Premium Vista ERP customers by resolving post-implementation product issues, providing proactive database and systems stability and performance guidance, custom telemetry dashboard development and QA, managing support tickets, developing troubleshooting automation and AI tools, 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. Dedicated Technical Support: Act as the primary contact for enterprise customers, troubleshooting needs, and resolving cloud issues. Efficiently troubleshoot and resolve technical issues. Ensure integrations between Trimble products and third-party applications are enabled by using Microsoft Azure integration technologies. Guide best practices for database and system customizations and operational support to enhance software effectiveness. 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. Guidance and Recommendations: Offer personalized advice and strategic recommendations based on customers' applications and use cases. Analyze customer environments and the current solution set to proactively notify customers when new release features or capabilities are forthcoming that may impact their business, providing early awareness to assist customer planning. Collaborate with customers to understand their business objectives and align software solutions accordingly. Use web development tools and languages to set up detailed performance and system stability telemetry dashboards for customer and internal Trimble consumption. Fast Response Times: 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. Respond to customer critical support issues within defined SLAs. Continuity of Support: Build strong customer relationships by understanding their needs, customizations, and workflows. Document customer interactions, issues, and solutions for seamless continuity. 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.

Requirements

5+ 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 Vista ERP software or similar applications, including construction accounting, project management, service management, etc.
Knowledge of industry-specific best practices and workflows.
Familiarity with CRM and ticketing systems for managing customer support cases.
Familiarity with database performance considerations and integration points.
Experience with HTML, JSON, and CSS coding for customer dashboards.

Responsibilities

Act as the primary contact for enterprise customers, troubleshooting needs, and resolving cloud issues.
Efficiently troubleshoot and resolve technical issues.
Ensure integrations between Trimble products and third-party applications are enabled by using Microsoft Azure integration technologies.
Guide best practices for database and system customizations and operational support to enhance software effectiveness.
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.
Offer personalized advice and strategic recommendations based on customers' applications and use cases.
Analyze customer environments and the current solution set to proactively notify customers when new release features or capabilities are forthcoming that may impact their business, providing early awareness to assist customer planning.
Collaborate with customers to understand their business objectives and align software solutions accordingly.
Use web development tools and languages to set up detailed performance and system stability telemetry dashboards for customer and internal Trimble consumption.
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.
Respond to customer critical support issues within defined SLAs.
Build strong customer relationships by understanding their needs, customizations, and workflows.
Document customer interactions, issues, and solutions for seamless continuity.
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.

Benefits

Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

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