Premier Support Engineer

Trimble•Lake Oswego, OR

2d•$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. Dedicated Technical Support: 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. Guidance and Recommendations: 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. 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. Continuity of Support: Build strong customer relationships by understanding their needs, customizations, and workflows. Document customer interactions, issues, and solutions for seamless continuity.

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

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.

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