Technical Support Specialist -eCommerce & Digital Experience
About The Position
Trimble is hiring a Tier 2 Technical Support Specialist to support e-commerce, user administration, and authentication workflows across its product ecosystem, including SketchUp, Tekla, and Trimble Connect. The role focuses on resolving complex customer issues involving online transactions, subscriptions, identity management, account administration, licensing, and cross-platform data integrity. The specialist collaborates with engineering and systems teams to troubleshoot backend issues and improve customers’ digital experience. The position is located in Westminster, Colorado, with a 5% travel requirement. Trimble describes its culture as purpose-driven, collaborative, and supportive, with an emphasis on initiative, ownership, and creating positive real-world impact.
Requirements
- At least 3 years of technical support experience focused on SaaS e-commerce, user identity management, or customer administration platforms.
- Strong analytical skills, including investigating subscription lifecycles, payment gateway errors, and dunning workflows.
- Experience with identity and access management protocols, enterprise SSO federation, and user provisioning platforms.
- Hands-on familiarity with Salesforce CRM (DXSF), Admin Console tools, and ticketing platforms.
- Excellent written and verbal communication skills and a customer-centric approach to resolving technical disputes and data discrepancies.
Nice To Haves
- Experience supporting product licensing and entitlement workflows for products such as SketchUp, Tekla, or Trimble Connect.
- Familiarity with global tax/VAT compliance workflows and Denied Party Screening error management.
- Experience with SheerID verification or Apple App Store subscription entitlement systems.
- Knowledge of API data verification and cross-system troubleshooting in enterprise cloud environments.
Responsibilities
- Investigate and resolve Tier 2 issues involving online store transactions, failed or held orders, subscription auto-renewals, non-standard returns, and payment failures.
- Troubleshoot identity, authentication, and access issues involving Trimble ID, MFA/OTP, SSO/federation, and email suppression lists.
- Support account administration in Admin Console and DX Salesforce, including user roles, permissions, product allocations, and user-invite synchronization.
- Audit and align profile data across systems to resolve duplicate identities, partially deleted profiles, and account synchronization errors.
- Address VAT and tax updates, Denied Party Screening holds, SheerID verification for education offerings, and Apple App Store entitlement synchronization.
- Collaborate with engineering and systems teams to troubleshoot cross-platform data synchronization, licensing allocations, and global user profile management.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Time off plans
- Retirement plans
- Health, dependent care, and commuter tax savings plans (offered by most businesses)
- Paid parental leave
- Employee Stock Purchase Plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
