Technical Customer Support Professional

Trimble; Leeds; Hybrid; GBP 42,000 - 64,000; Full time

Job summary

Trimble's SketchUp team seeks a proactive Platform Support Analyst to champion advanced technical troubleshooting and customer advocacy. You will work closely with SketchUp developers to resolve complex issues and feed back into product improvements, in a growth-focused environment.

The role emphasizes guiding users through technical challenges, mentoring colleagues, and documenting effective workarounds while maintaining clear communication across global teams.

Qualifications

• 3+ years of proven experience navigating advanced technical support environments or software workflows.
• Demonstrated mastery of root cause analysis, software testing, and structured bug tracking within Jira or Confluence.
• Foundational familiarity with the Systems Development Life Cycle (SDLC) and matrixed collaboration frameworks.
• Outstanding verbal and written communication skills with a native ability to manage demanding situations with empathy and clarity.
• Bachelor's degree in Computer Science, Arts and Sciences, or equivalent practical technology experience.

Responsibilities

• Deliver specialized Tier 3 technical support for SketchUp software products and complex entitlement systems.
• Investigate, replicate, and validate high-impact technical bugs through rigorous testing environments.
• Translate highly complex technical concepts into accessible, actionable guidance for cross-functional teams and clients.
• Partner closely with engineering and product development teams to manage incident escalations and prioritize resolutions.
• Mentor internal support teams, design technical training, and author comprehensive documentation for complex workarounds.

Skills

Root cause analysis

Software testing

Bug tracking

SDLC familiarity

Communication skills

Education

Bachelor's degree in CS/Tech

Tools

Jira

Confluence

Job description

Elevate the Creator Experience as Our Next Platform | SketchUp Technical Support Analyst!

Ready to champion the voice of millions of architects, engineers, and creatives who use the world's premier 3D modeling software? SketchUp is looking for an analytical, customer-centric problem solver to drive advanced technical troubleshooting, bridge the gap between users and development teams, and optimize our global product feedback loops in a dynamic, growth-oriented environment.

About Us:

Trimble is an industrial technology company transforming the way the world works by delivering solutions that enable our customers to thrive. We create technologies that connect the digital and physical worlds, helping our customers increase productivity, quality, safety, and sustainability. From purpose-built products to enterprise-level solutions, our technology empowers professionals in construction, geospatial, government, transportation, and more.

AECO:

Trimble is empowering stakeholders through planning, design, construction and the entire asset lifecycle. The company's innovative and connected ecosystem of solutions improves coordination and collaboration between teams, phases and processes. Automating work and transforming workflows, Trimble is enabling teams to deliver with confidence at every turn.

What Makes This Role Great:

In this role, you will transcend basic troubleshooting by acting as a high-impact Tier 3 technical investigator and customer advocate, directly collaborating with SketchUp developers to solve complex system issues and shape the continuous improvement of tools used by global creators.

Key Exciting Responsibilities:

• Deliver specialized Tier 3 technical support for SketchUp software products and complex entitlement systems
• Investigate, replicate, and validate high-impact technical bugs through rigorous testing environments
• Translate highly complex technical concepts into accessible, actionable guidance for cross-functional teams and clients
• Partner closely with engineering and product development teams to manage incident escalations and prioritize resolutions
• Mentor internal support teams, design technical training, and author comprehensive documentation for complex workarounds

Essential Skills & Experience:

• 3+ years of proven experience navigating advanced technical support environments or software workflows
• Demonstrated mastery of root cause analysis, software testing, and structured bug tracking within Jira or Confluence
• Foundational familiarity with the Systems Development Life Cycle (SDLC) and matrixed collaboration frameworks
• Outstanding verbal and written communication skills with a native ability to manage demanding situations with empathy and clarity
• Bachelor's degree in Computer Science, Arts and Sciences, or equivalent practical technology experience

Bonus Points For:

• Practical familiarity with 3D modeling software, architectural design workflows, or 3D graphics processing via DirectX 12 and Metal
• Broad OS environment diagnostic skills across Windows, MacOS, iOS, Android, and Windows Server
• Lightweight programming knowledge or scripting experience in modern development languages

Logistics:

Location: Westminster, CO or Lake Oswego, OR or Atlanta, GA

Travel Requirement: 10%

Why You'll Love Working With Us:

At Trimble, we're not just a company that "does good"-we are a team dedicated to making a tangible, positive Real-World Impact. We build innovative solutions designed to solve the world's most critical challenges. From construction sites to transportation hubs, our work tangibly improves how people live, build, move, and grow.

You'll work on projects that truly matter: Our purpose-driven culture means you'll be helping to build and deliver solutions that make work faster, safer, and more sustainable for millions of people worldwide. Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste.

Collaborate with like-minded people: Our strong internal culture is a "hidden gem ." You will work with a collaborative, supportive team that shares your purpose and fosters a genuine sense of belonging. We're a company of "visionary pragmatists" who think boldly and build things that work.

Be an owner: Trimble thrives on individuals who take initiative and embrace ownership. You'll find an entrepreneurial spirit where success is often "self-authored," empowering proactive "doers."

Technical Support Analyst, Tier 3 Support, SketchUp, 3D Modeling Software, Jira, Root Cause Analysis, Bug Tracking, Customer Experience, Software Troubleshooting, Denver Tech Jobs