Technical Support Engineer
Trimble Inc.•Portsmouth, NH
•$23 - $28•Onsite
About The Position
The Technical Support Engineer supports customers using Trimble B2W’s ONE Platform for heavy civil construction. Based in the Portsmouth, New Hampshire office, the role helps clients make effective use of platform configuration, product functionality, and hosted services. The engineer provides support by phone and screen-sharing, investigates complex technical issues, and owns customer interactions through resolution. The position also contributes to platform improvement by documenting software defects and issue trends for Development teams, and by creating Knowledge Base articles for customers and colleagues. Travel is minimal, at less than 5%.
Requirements
- A college degree in a relevant field.
- A solid understanding of relational database concepts.
- Advanced proficiency with Microsoft Windows desktop and server operating systems and Google products.
- Strong troubleshooting and problem-solving ability, with motivation to learn independently.
- Strong phone presence and the ability to remain poised and empathetic during challenging customer interactions.
Nice To Haves
- Previous experience with SQL or coding/programming.
- Experience in the AECO or construction technology industry.
- Experience using CRM systems to manage and track complex case lists.
Responsibilities
- Provide customer support by phone and screen-sharing for configuration, product functionality, and hosted services.
- Troubleshoot system performance, permissions, data inconsistencies, and complex application errors.
- Document software defects and issue trends and collaborate with Development teams on potential product enhancements.
- Develop and publish Knowledge Base articles for customers and peers.
- Own customer interactions from initial contact through resolution.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability benefits
- Time off plans
- Retirement plans
- Tax-savings plans for health, dependent care, and commuter expenses (offered by most Trimble businesses)
- Paid Parental Leave
- Employee Stock Purchase Plan
