Technical Customer Support Professional

Trimble Inc.•Lake Oswego, OR

1d•$78,400 - $107,900•Onsite

About The Position

Tier III Technical Support Professional – PowerFab Expert Are you a technical expert ready to drive customer success in the structural steel industry? Join Trimble to leverage your deep technical expertise in Tekla PowerFab, collaborating with a passionate global team to resolve complex client challenges, streamline critical workflows, and directly influence product quality through proactive problem-solving. What Makes This Role Great: In this role, you will serve as a premier technical specialist, championing client success by solving complex software workflows, creating high-impact instructional documentation, and directly influencing product quality through cross-functional collaboration.

Requirements

At least 3 years of hands-on experience using Tekla PowerFab software.
Understanding of structural steel fabrication workflows, standards, and certifications (AISC, ASTM International, AWS).
Proven experience diagnosing complex software issues, including licensing, installation, and environment-related problems.
Ability to explain technical issues clearly to both technical and non-technical audiences, in writing and in live sessions.

Nice To Haves

Experience with Tekla Structures, Trimble Connect, ProjectSight, Viewpoint Vista, or Spectrum.
Familiarity with report design tools (e.g., Stimulsoft, Crystal Reports) or SQL/ODBC-based data access from tools like Excel or Power BI.
Working knowledge of relational databases (MariaDB/MySQL) and tools such as MySQL Workbench or HeidiSQL.
Understanding of Windows file and share permissions, basic networking concepts (routing, port forwarding), and how hardware (storage, CPU, memory) affects application performance.
Exposure to systems that connect with fabrication management software, such as barcoding, nesting, CNC/machine interfaces, or ERP and accounting systems.
Practical experience in structural steel estimating, detailing, project management, procurement, or shop operations.
Comfort with command line or PowerShell scripting, and screen capture/recording tools for creating instructional content

Responsibilities

Provide expert-level troubleshooting via phone, email, online forums, and live remote desktop sessions.
Architect solutions using internal resources and CRM (Salesforce) data, take ownership of complex cases, and mentor colleagues.
Manage Jira items for software bugs and feature requests, create public instructional media, test new product features, and train internal support teams.
Analyze application and system logs to diagnose, address, and resolve a wide array of issues, documenting the thought process for others to learn from.
Translate technical concepts for audiences ranging from shop-floor users to IT administrators, and advise customers on environment and infrastructure considerations that fall outside the scope of support.
Leverage AI agents (Gemini, Copilot, and others) for troubleshooting, education, and evaluating the quality of AI-generated responses.