Technical Customer Support Professional

Job Purpose

The Cloud Systems Support specialist is responsible for pioneering and delivering a next-generation support experience while integrating artificial intelligence into all facets of customer problem resolution. This role serves as the primary technical escalation point for customers with complex issues and actively develops, refines, and implements AI-driven support strategies. The ideal candidate will use AI to enhance efficiency, predict customer needs, and automate solutions, transforming the traditional support model into an intelligent, proactive service.

• Job Duties and Key Responsibilities

  • Serve as the initial point of contact for customer cloud related issues, leveraging a suite of AI diagnostic tools to accelerate root cause analysis and resolution for system performance, connectivity, permissions, and application errors.

  • Develop and implement AI-powered support workflows and automations to provide immediate solutions for common customer inquiries regarding system configuration, setup, and product functionality.

  • Train and fine-tune internal AI models with high-quality data from support interactions to continuously improve their accuracy and effectiveness in resolving customer issues.

  • Architect and maintain the company's knowledge base by using AI to identify documentation gaps, generate draft articles, and analyze user search patterns to optimize content discoverability.

  • Analyze support data and AI tool performance metrics to provide actionable feedback to engineering and product teams on AI feature improvements and customer pain points.

  • Assist customers with Trimble Cloud administration, software upgrades, and data migration.

  • Monitor production and non-production environments using AI-powered analytics systems like Datadog, Solarwinds, or New Relic to proactively identify and respond to system alerts before they impact customers.

  • Document all customer support activities and resolutions in the CRM system to ensure a comprehensive data source for AI analysis.

  • Act as an internal champion for AI in a support context, training other team members on best practices and new tools.

  • Support after-hours and on-call duties as required.

• Skills and Qualifications

  • 3+ years of related job experience.

  • Bachelor's degree in computer science or equivalent relevant experience.

  • A basic understanding of cloud technologies and architecture, especially Azure.

  • Strong knowledge of SQL Server Database Administration and relational database concepts.

  • Experience with Active Directory, Windows Server administration, Group Policies, and security permissions.

  • Demonstrated knowledge of networking concepts including routing, gateways, VPN configuration, and remote connectivity technologies like Citrix and MS Terminal Server.

  • Experience with virtual deployments (VMware, Hyper-V, KVM) and MS IIS.

• AI-Specific Skills and Qualifications:

  • Demonstrated expertise in utilizing and configuring generative AI tools and large language models (LLMs) for technical troubleshooting, data analysis, and content creation.

  • Proficiency in prompt engineering techniques to elicit precise and effective outputs from AI systems.

  • Experience with AI-powered analytics and monitoring tools to proactively identify system anomalies and potential customer issues.

  • Ability to analyze and interpret data from AI support tools to drive service improvements.

  • A strong understanding of core Artificial Intelligence (AI) and Machine Learning (ML) concepts (e.g., models, training data, inference).

Competencies: This role requires a candidate who is a well-organized, self-directed team player with a strong customer-service orientation. You must be able to understand and communicate complex technical concepts to varied audiences and demonstrate an ability to gather and analyze information skillfully and independently. In this AI-driven environment, you will be expected to remain open to new ideas, consistently seek feedback, and exhibit a willingness to innovate and adapt to new technologies.

Compensation: Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

Hiring Range

Pay Rate Type

Bonus Eligible?

Commission Eligible?

Benefits: Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply: Please submit an online application for this position by clicking on the 'Apply Now' button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values-Belong, Innovate, and Grow-we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under "Corporate Governance."

Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

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