Technical Customer Support Manager

Trimble Inc. • Lake Oswego, OR

2d • Hybrid

About The Position

Elevate the Customer Experience: Lead our Cloud and Systems Support Team! Technical Customer Support Manager Are you a technical leader who thrives on solving complex puzzles and mentoring top-tier engineering talent? Trimble is looking for a Player-Coach to champion our Cloud, Systems, and SQL Support team, ensuring our construction partners have the seamless technology experience they need to build the world. About Us: Trimble is a global technology company that connects the physical and digital worlds, transforming the ways work gets done. With relentless innovation in precise positioning, modeling and data analytics, Trimble enables essential industries including construction, geospatial and transportation. Whether it's helping customers build and maintain infrastructure, design and construct buildings, optimize global supply chains or map the world, Trimble is at the forefront, driving productivity and progress. AECO: The Trimble AECO segment provides digital construction solutions that increase precision and productivity for Architecture, Engineering, Construction, and Operations. What Makes This Role Great: In this role, you will be the bridge between technical execution and business strategy, directly influencing the stability of flagship ERP suites and shaping the support experience for the global construction industry. You will have the unique opportunity to function as a Player-Coach, maintaining your technical edge in Azure and SQL while developing the next generation of leadership within a purpose-driven organization.

Requirements

• 7+ years of experience in enterprise technical support for complex, multi-tiered software such as ERP, FinTech, or HCM.
• 3+ years of leadership experience managing teams of 10-15 engineers in high-volume, fast-paced environments.
• Deep technical proficiency in Microsoft Azure or AWS, including Azure Virtual Desktop and MFA configurations.
• Advanced knowledge of MS SQL Server, including administration, data manipulation, and reporting tools like SSRS or Power BI.
• Proven ability to communicate complex operational and technical concepts to both stakeholders and non-technical audiences.

Nice To Haves

• Prior experience with construction-specific workflows such as AP/PO, Payroll posting, or Project Management.
• Familiarity with AI and automation tools used to drive support efficiency.
• Knowledge of Single Sign-On (SSO) inner workings and API integrations.

Responsibilities

• Lead and mentor a high-performing team of engineers, managing the full employee lifecycle and fostering a world-class talent pool.
• Spearhead high-priority incident management for "System Down" events, coordinating rapid resource allocation to restore critical services.
• Drive operational excellence by monitoring KPIs like MTTR and CSAT, using data-driven insights to exceed performance targets.
• Collaborate with Product Engineering to perform root cause analysis on recurring trends, implementing permanent fixes that improve software reliability.
• Facilitate knowledge sharing through customer webinars and technical training sessions to empower both internal teams and external partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees