Cloud Support Engineer II

Want to join our Trimble Cloud Core Platform Support's DevOps Level 3 organization to support Trimble’s mission to transform the way the world works?

What You Will Do

• Respond to customer inquiries via email, casework, and chats.
• Identify, troubleshoot, document, follow up and resolve internal customer inquiries in a timely manner.
• Advanced troubleshooting of supported services.
• Coordination with the Trimble Cloud Core Platform L1-L4 colleagues from around the world in a customer support 24/7 follow-the-sun model.
• Incident response management and escalation to Service teams (SRE & Software Engineering) when needed for reaching resolution. All while providing timely and accurate information to the affected parties.
• Ensure individual and team SLA’s/KPI’s are maintained and on track.
• Collaborate in documenting our organization’s processes mapped on our Application portfolio.
• Participate in cross-functional Project/Program execution related to long & short-term initiatives associated with the Cloud Core Platform’s Change Management focus on Supportability attributes
• Exemplifies strong teamwork & collaboration, fostering a positive team & inclusive culture.
  
  

Skills & Experience You Should Bring

• Applicant should be fully fluent in written & spoken English
• 3-5 yrs experience in an information technology support environment or other customer-facing information technology role.
• Operating in Linux/Windows Server, IT customer support software (e.g. Jira Service Management Cloud, ServiceNow, Zendesk, Freshservice), a collaboration platform (e.g. G-Suite, Office 365).
• Demonstrated customer-focused, troubleshooting, analytical abilities, and creative problem-solving.
• Ability to attend meetings outside normal working hours as teams are global.
• Motivated in a fast-paced environment with work volume fluctuation, being required a high degree of organization with a focus on detail to achieve success in the position.
  
  

Skills & Experience You Could Bring

• Public cloud infrastructure platform (e.g. AWS, Azure, GCP, Oracle)
• Cloud Logging platform (e.g. Sumologic, Splunk)
• Cloud Observability platform(e.g. Datadog, Grafana, NewRelic)
• Experience with API Management platforms (e.g. Mulesoft, Postman, Insomnia)
• Experience with Password management systems (e.g. LastPass, 1Password)
• Knowledge of status page systems (e.g. Statuscast)
  
  

What We Will Offer You

A career at an innovative market leader in software solutions, transforming the way the world works.

Possibility to make use of the well-being program for Trimble Colleagues, as work/life balance is important at Trimble.

We encourage Trimble employees to make use of our internal learning platform to develop your skills, knowledge and personal competences.

Possibility to participate in Employee Stock Purchase Plan.

Trimble has a great togetherness culture that provides a workplace where individuals can feel safe and comfortable in being themselves.

A Hiring Manager who encourages personal growth and will support further training and development.

About Our Trimble Cloud Platform Division

The Trimble Cloud Platform team is building the platform fueling Trimble’s digital transformation. We take a cloud-first approach to deliver shared web services that are used by Trimble and Trimble partners. Our platform-as-a-service is used by hundreds of product teams to build customer-centric workflows. We focus on building services used by developers that are simple, scalable, and secure.