Technical Customer Support Professional

Are you a technical expert ready to drive customer success in the structural steel industry? Join Trimble to leverage your deep technical expertise in Tekla Power Fab, collaborating with a passionate global team to resolve complex client challenges, streamline critical workflows, and directly influence product quality through proactive problem-solving.

What Makes This Role Great:
In this role, you will serve as a premier technical specialist, championing client success by solving complex software workflows, creating high-impact instructional documentation, and directly influencing product quality through cross-functional collaboration.

• Advanced Technical Support: Provide expert-level troubleshooting via phone, email, online forums, and live remote desktop sessions.
• Problem Solving & Escalation: Architect solutions using internal resources and CRM (Salesforce) data, take ownership of complex cases, and mentor colleagues.
• Product Improvement & Training: Manage Jira items for software bugs and feature requests, create public instructional media, test new product features, and train internal support teams.
• Log Review & Diagnosis: Analyze application and system logs to diagnose, address, and resolve a wide array of issues, documenting the thought process for others to learn from.
• Customer Communication: Translate technical concepts for audiences ranging from shop-floor users to IT administrators, and advise customers on environment and infrastructure considerations that fall outside the scope of support.
• AI-Assisted Troubleshooting: Leverage AI agents (Gemini, Copilot, and others) for troubleshooting, education, and evaluating the quality of AI-generated responses.

• Tekla Power Fab: At least 3 years of hands-on experience using Tekla Power Fab software.
• Domain Knowledge: Understanding of structural steel fabrication workflows, standards, and certifications (AISC, ASTM International, AWS).
• Technical Troubleshooting: Proven experience diagnosing complex software issues, including licensing, installation, and environment-related problems.
• Communication: Ability to explain technical issues clearly to both technical and non-technical audiences, in writing and in live sessions.

• Trimble Ecosystem: Experience with Tekla Structures, Trimble Connect, Project Sight, Viewpoint Vista, or Spectrum.
• Reporting & Data Access: Familiarity with report design tools (e.g., Stimulsoft, Crystal Reports) or SQL/ODBC-based data access from tools like Excel or Power BI.
• Database Fundamentals: Working knowledge of relational databases (MariaDB/MySQL) and tools such as MySQL Workbench or HeidiSQL.
• IT & Networking Fundamentals: Understanding of Windows file and share permissions, basic networking concepts (routing, port forwarding), and how hardware (storage, CPU, memory) affects application performance.
• Shop-Floor & Business Integrations: Exposure to systems that connect with fabrication management software, such as barcoding, nesting, CNC/machine interfaces, or ERP and accounting systems.
• Industry Background: Practical experience in structural steel estimating, detailing, project management, procurement, or shop operations.
• Scripting & Content Tools: Comfort with command line or Power Shell scripting, and screen capture/recording tools for creating instructional content

Logistics

Location:

Westminster, CO, In-Office Travel Requirement: 0-10%

Tekla Power Fab, Tekla Structures, Trimble Connect, Technical Support, Tier 3 Support, Structural Steel, Steel Fabrication, BIM, Software Troubleshooting, Jira