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Dedicated Customer Support Engineer 🔥


Dedicated Customer Support Engineer

AgileAssets, A Trimble Company, is looking for a Dedicated Customer Support Engineer (DCSE) to provide our clients support for the AgileAssets software solutions. In this role you will help resolve client technical issues.

The role is called “dedicated” because you will be dedicated to 1 to 2 customers in a billable role. As a result, this role demands a hands-on approach with an in-depth understanding of your client’s implementation and technical configuration including but not limited to their AgileAssets products, infrastructure setup, and third-party integrations. You will gain a 360-degree view of how the customer-specific requirements are configured and will bring your expertise to provide technical solutions for new business requirements and resolve product and IT issues by coordinating with the business, IT and customer success.

As a dedicated customer support engineer, you will work directly with customers and primarily with the customer success managers within the company. Day-to-day responsibilities include identifying, analyzing, prioritizing, and resolving support cases with suitable technical solutions that satisfy business needs and ensure long-term client success. Therefore, you are a highly effective team player who can communicate effectively with cross-department stakeholders within AgileAssets and Clients’ organization.

A DCSE is responsible to maintain a high quality of the implemented solution for the customer; and configure any additional functionality by adhering to the highest standards offered by the company. As a result, we are looking for someone who is passionate about software development and quality assurance, and who is enthusiastic to rapidly learn the AgileAssets products and evoke passion in the value proposition we bring to our clients.

The DCSE must adhere to and promote company values by performing duties in a manner that is consistent with being a team player.

Duties and Responsibilities

  • Learn how to contribute to the numerous facets of AgileAssets software support including software setup and configuration, installation, data conversion, integration and interfacing, system validation, and post implementation support.

  • Assist in creating custom reports, defining best practices for software utilization, reporting software defects and enhancements for product development, and contributing refinements to end-user documentation.

  • Diagnose and resolve customer inquiries and issues via email or telephone, contribute each new diagnosis and resolution to a common knowledge base, and represent the customer to product management and software development to maximize customer value.

  • Maintain client specific SLAs in the Jira Service Desk and ensure that those are met for each customer request submitted.

  • Use appropriate tools and technologies (e.g., SQL, Jasper Reports) and provide requisite data extracts

  • Use appropriate tools for software code check-ins (e.g., Bitbucket, SourceTree) for software enhancements and changes into source control

  • Test software solutions and configuration to ensure that the client’s technical requirements are met

  • Escalate extremely complex customer or product issues to Client Success Managers, cross-departmentally or to the Management/Executive level as needed.

  • Stay current on new technologies and AgileAssets Software Product enhancements and design changes.

  • Ability and willingness to travel to client sites as needed


Education, Knowledge and Experience

  • Bachelor’s degree in Computer Science, Information Technology, or related field.

  • 3+ years’ experience and a demonstrated proficiency in data extraction, analysis, and scripting tools, preferably Oracle SQL.

  • 2+ years’ experience with Business Intelligence Reporting such as Crystal reports, or Jasper Reports

  • 3+ years’ experience as a support analyst or technical consultant

  • Knowledge of SaaS, enterprise systems, CRM and ERP preferred

  • Experience working with a help desk tool such as Jira Service Desk or Freshdesk is a must

  • Knowledge of source control code processes and ability to use git, bitbucket and related tools for code check ins.

  • Proficiency and hands-on experience with programming, scripting languages, web services or API, and relational databases

  • Excellent interpersonal, written, and oral communication skills

  • Ability to work well with all levels of an organization

  • Self-starter, energetic and motivated contributor

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

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