Technical Customer Support Professional

Tier III Technical Support Professional – PowerFab Expert

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 PowerFab, collaborating with a passionate global team to resolve complex client challenges, streamline critical workflows, and directly influence product quality through proactive problem-solving.

Key Exciting Responsibilities

• Provide expert-level troubleshooting via phone, email, online forums, and live remote desktop sessions.
• Architect solutions using internal resources and CRM (Salesforce) data, take ownership of complex cases, and mentor colleagues.
• Manage Jira items for software bugs and feature requests, create public instructional media, test new product features, and train internal support teams.
• Analyze application and system logs to diagnose, address, and resolve a wide array of issues, documenting the thought process for others to learn from.
• 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.
• Leverage AI-assisted troubleshooting tools (Gemini, Copilot, and others) for troubleshooting, education, and evaluating the quality of AI-generated responses.

Essential Skills & Experience

• Tekla PowerFab: At least 3 years of hands-on experience using Tekla PowerFab 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.

Bonus Points For Trimble Ecosystem

• Experience with Tekla Structures, Trimble Connect, ProjectSight, 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.
• 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 PowerShell scripting, and screen capture/recording tools for creating instructional content.

Logistics Location

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

Pay & Benefits

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: $78,400.00–$107,900.00
Pay Rate Type: Salary
Commission Eligible?: Yes
Commission Plan Terms: To be provided following the employee start date.

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.