Technical Customer Support Professional
About The Position
Trimble is seeking a technical support specialist with deep Tekla PowerFab expertise to help customers in the structural steel industry. The role involves resolving complex client challenges, improving critical workflows, and contributing to product quality through proactive problem-solving and collaboration with a global team. The professional provides advanced technical support across phone, email, online forums, and live remote desktop sessions. They take ownership of complex cases, use internal resources and Salesforce data to develop solutions, and mentor colleagues. They also manage Jira reports for software bugs and feature requests, create instructional materials, test product features, and train internal support teams. The role includes analyzing application and system logs, documenting diagnostic processes, and explaining technical concepts to users ranging from shop-floor personnel to IT administrators. The professional advises customers on environment and infrastructure matters beyond the scope of support and uses AI agents such as Gemini and Copilot to assist with troubleshooting, education, and evaluating AI-generated responses. The position is based in Westminster, Colorado, with a stated travel requirement of 0–10%.
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 clearly explain technical issues 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 report design tools such as Stimulsoft or Crystal Reports, or SQL/ODBC-based data access using tools such as Excel or Power BI.
- Working knowledge of relational databases such as MariaDB or 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 fabrication-management integrations such as barcoding, nesting, CNC or machine interfaces, 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 or recording tools for creating instructional content.
Responsibilities
- Provide expert troubleshooting by phone, email, online forums, and live remote desktop sessions.
- Develop solutions using internal resources and Salesforce CRM data; own complex cases and mentor colleagues.
- Manage Jira items related to 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 diagnostic process for others.
- Explain technical concepts to technical and non-technical audiences, including shop-floor users and IT administrators.
- 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 insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Time-off plans
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
