Technical Customer Support Manager

Overview Elevate the Customer Experience: Lead our Cloud and Systems Support Team! Technical Customer Support Manager Are you a technical leader who thrives on solving complex puzzles and mentoring top-tier engineering talent? Trimble is looking for a Player-Coach to champion our Cloud, Systems, and SQL Support team, ensuring our construction partners have the seamless technology experience they need to build the world. About Us Trimble is a global technology company that connects the physical and digital worlds, transforming the ways work gets done. With relentless innovation in precise positioning, modeling and data analytics, Trimble enables essential industries including construction, geospatial and transportation. AECO: The Trimble AECO segment provides digital construction solutions that increase precision and productivity for Architecture, Engineering, Construction, and Operations. What Makes This Role Great In this role, you will be the bridge between technical execution and business strategy, directly influencing the stability of flagship ERP suites and shaping the support experience for the global construction industry. You will have the unique opportunity to function as a Player-Coach, maintaining your technical edge in Azure and SQL while developing the next generation of leadership within a purpose-driven organization. Key Responsibilities Lead and mentor a high-performing team of engineers, managing the full employee lifecycle and fostering a world-class talent pool. Spearhead high-priority incident management for "System Down" events, coordinating rapid resource allocation to restore critical services. Drive operational excellence by monitoring KPIs like MTTR and CSAT, using data-driven insights to exceed performance targets. Collaborate with Product Engineering to perform root cause analysis on recurring trends, implementing permanent fixes that improve software reliability. Facilitate knowledge sharing through customer webinars and technical training sessions to empower both internal teams and external partners. Essential Skills & Experience 7+ years of experience in enterprise technical support for complex, multi-tiered software such as ERP, FinTech, or HCM. 3+ years of leadership experience managing teams of 10-15 engineers in high-volume, fast-paced environments. Deep technical proficiency in Microsoft Azure or AWS, including Azure Virtual Desktop and MFA configurations. Advanced knowledge of MS SQL Server, including administration, data manipulation, and reporting tools like SSRS or Power BI. Proven ability to communicate complex operational and technical concepts to both stakeholders and non-technical audiences. Bonus Points For Prior experience with construction-specific workflows such as AP/PO, Payroll posting, or Project Management. Familiarity with AI and automation tools used to drive support efficiency. Knowledge of Single Sign-On (SSO) inner workings and API integrations. Location & Travel Location: Lake Oswego, OR or Atlanta, GA (4/1 Hybrid) Travel Requirement: 10% Compensation & Benefits Compensation: Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law. Hiring Range $91,100.00-$125,200.00 Pay Rate Type Salary Bonus Eligible? Yes Commission Eligible? No Benefits: Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date. How to Apply Please submit an online application for this position by clicking on the "Apply Now" button located in this posting. Application Deadline Applications could be accepted until at least 30 days from the posting date. Equal Opportunity At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values—Belong, Innovate, and Grow—we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under "Corporate Governance". Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow. Trimble's Privacy Policy If you need assistance or would like to request an accommodation in connection with the application process, please contact careers@trimble.com. #J-18808-Ljbffr