Technical Customer Support Professional

Trimble • Westminster, CO

2d • Remote

About The Position

The Technical Customer Support Professional will provide advanced Tier 3 technical support for SketchUp software and complex entitlement systems. The role focuses on investigating, reproducing, and validating high-impact technical issues, collaborating directly with engineering and product development teams to resolve incidents, and translating complex technical concepts into clear guidance for clients and internal teams. The analyst will also support continuous improvement by mentoring support teams, developing technical training, and documenting complex workarounds. The position is based in Leeds, London, or remotely in the UK, with a 10% travel requirement.

Requirements

• At least 3 years of experience in advanced technical support environments or software workflows.
• Experience with root cause analysis, software testing, and structured bug tracking using Jira or Confluence.
• Foundational familiarity with the Systems Development Life Cycle (SDLC) and matrixed collaboration frameworks.
• Strong verbal and written communication skills, including the ability to handle demanding situations with empathy and clarity.
• Bachelor's degree in Computer Science, Arts and Sciences, or equivalent practical technology experience.

Nice To Haves

• Familiarity with 3D modeling software or architectural design workflows.
• Familiarity with 3D graphics processing via DirectX 12 and Metal.
• Broad operating-system diagnostic skills across Windows, MacOS, iOS, Android, and Windows Server.
• Lightweight programming or scripting experience in modern development languages.

Responsibilities

• Deliver specialized Tier 3 technical support for SketchUp software products and complex entitlement systems.
• Investigate, replicate, and validate high-impact technical bugs through rigorous testing environments.
• Translate complex technical concepts into accessible, actionable guidance for cross-functional teams and clients.
• Partner with engineering and product development teams to manage incident escalations and prioritize resolutions.
• Mentor internal support teams, design technical training, and author documentation for complex workarounds.

Benefits

• Medical, dental, vision, life, and disability benefits.
• Time-off plans and retirement plans.
• Tax savings plans for health, dependent care, and commuter expenses (offered by most businesses).
• Paid parental leave.
• Employee stock purchase plan.
• Bonus eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior