Technical Customer Support Professional

Trimble • Westminster, CO

20h • Onsite

About The Position

Trimble is seeking a technical support professional with deep expertise in Tekla PowerFab to help customers in the structural steel industry. The role provides advanced troubleshooting and guidance for complex software workflows, creates instructional documentation and media, and contributes to product quality through collaboration with customers and internal teams. The position is based in the office in Westminster, Colorado, with 0–10% travel.

Requirements

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

Nice To Haves

• Experience with Tekla Structures, Trimble Connect, ProjectSight, Viewpoint Vista, or Spectrum.
• Familiarity with reporting tools such as Stimulsoft or Crystal Reports, or SQL/ODBC-based data access from tools such as Excel or Power BI.
• Working knowledge of relational databases such as MariaDB/MySQL and tools such as MySQL Workbench or HeidiSQL.
• Understanding of Windows file and share permissions, basic networking concepts such as routing and port forwarding, and how storage, CPU, and memory affect application performance.
• Exposure to systems that connect with fabrication management software, such as barcoding, nesting, CNC/machine interfaces, ERP, or 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 or recording tools for creating instructional content.

Responsibilities

• Provide expert technical troubleshooting by phone, email, online forums, and live remote desktop sessions.
• Own complex support cases, develop solutions using internal resources and Salesforce CRM data, 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 and resolve issues, documenting the reasoning and process for others.
• Explain technical concepts to users with varying levels of technical knowledge and advise customers on environment and infrastructure considerations outside the scope of support.
• Use AI agents such as Gemini and Copilot for troubleshooting and education, and evaluate the quality of AI-generated responses.

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
• Education Level: No Education Listed