Trimble - Cloud Support Engineer II - AWS/Azure

Want to join our Trimble Cloud Core Platform Support's DevOps Level 3 organization to support Trimbles 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 SLAs/KPIs are maintained and on track.

- Collaborate in documenting our organizations processes mapped on our Application portfolio.

- Participate in cross-functional Project/Program execution related to long & short-term initiatives associated with the Cloud Core Platforms 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 Trimbles 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.