Site Reliability Engineer; ESB Vista

Overview

Job Description:
Trimble CMS Enterprise Cloud Engineer

Position Summary:

We are seeking a highly organized and customer-focused individual with strong technical aptitude. You will be joining our Trimble Vista Cloud Operations team as an Enterprise Cloud Engineer (ECE). This role's primary focus will be providing technical expertise for our enterprise TC1 cloud customers. You will be the primary technical escalation point and contact for all cloud operational items, working closely with and acting as the escalation point for the Premium Support Engineer (PSE).

This role will also assist the team with ongoing initiatives, including contributions to deployment pipelines, general infrastructure design, and technical escalations. The ideal candidate delivers a high level of customer satisfaction through prompt, knowledgeable, and audience-appropriate responses.

• Dedicated Cloud Engineer:

  • Serve as the primary technical point of contact for enterprise customers. Provide expert troubleshooting, lead infrastructure discussions, and resolve technical issues efficiently.

  • Ensure integrations between Trimble products and third-party applications are enabled through appropriate use of Microsoft Azure integration technologies.

  • Offer guidance on technical best practices and infrastructure maintenance to maximize the effectiveness of our software.

• Enterprise Onboarding Assistance:

  • Facilitate smooth onboarding processes, from a technical perspective, by assisting the PSE and customers in effectively adopting their new cloud-based infrastructure and products.

• Guidance and Recommendations:

  • Provide personalized advice and strategic recommendations based on the customer's unique applications and use cases.

  • Work collaboratively with customers to understand their business objectives and align software solutions accordingly.

• Fast Response Times with Quality:

  • Handle escalated cloud engineering cases from the PSE, ensuring minimal wait times and immediate attention.

• Continuity of Maintenance and Support:

  • Build and maintain strong relationships with customers by developing a deep understanding of their specific needs, customizations, and unique workflows.

  • Maintain detailed documentation of customer interactions, infrastructure, customizations, technology used, issues, and solutions for seamless continuity.

  • Continued and proactive improvement of the customer's cloud infrastructure using AI and monitoring tools.

• Cloud Engineering

  • Assist Trimble B2W Cloud Operations team with implementation of initiatives and OKRs.

  • Create, maintain, and support deployment pipelines to ensure standard automations support complexities of enterprise-level customer environments.

  • Assist with infrastructure design and implementation.

  • Troubleshoot escalated cloud engineering cases.

  • Assist with site reliability through daily review of monitoring tools.

• 3+ years of experience in technical support and cloud engineering in enterprise software solutions.

• Proven experience in a similar SRE, Dev Ops, or Cloud Engineering role.

• Cloud Platforms:
  Extensive experience with Azure.

• IaC:
  Hands-on experience with Terraform.

• Monitoring:
  Proficient in using New Relic for monitoring, alerting, and dashboard creation.

• Scripting:
  Strong proficiency in Power Shell and Bash scripting.

• CI/CD:
  Experience with Git Hub Actions and Azure Dev Ops Pipelines.

• Strong troubleshooting and problem-solving skills with the ability to resolve technical issues effectively.

• Excellent communication and interpersonal skills, capable of conveying technical information to non-technical audiences.

• Proven ability to build and maintain strong customer relationships.

• Proficiency in enterprise software systems and a solid understanding of cloud-based solutions.

• Experience with Trimble CMS software or similar applications, specifically B2W products.

• Knowledge of industry-specific best practices and workflows.

• Customer-oriented with a passion for delivering outstanding service.

• Proactive and resourceful, with the ability to anticipate and address customer needs.

• Detail-oriented and highly organized, ensuring accuracy and consistency in support…