SaaS Technical Support Analyst — Incident Mastery, On-Call

Trimble Inc.

Alpharetta (GA)

On-site

USD 31,000 - 39,000

Full time

3 days ago

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Benefits offered by this job

Medical, Dental, Vision

Life & Disability Insurance

401(k) & ESOP

Paid Parental Leave

Job summary

Trimble Inc. is seeking a Technical Support Analyst to empower customers and drive success with the Unity Construct by e-Builder SaaS products. The role emphasizes high satisfaction, incident analysis, and effective resolution in a fast-paced production environment.

You will handle complex technical issues, collaborate across teams, and clearly communicate insights to both technical and non-technical stakeholders. This on-site role is based in Alpharetta, GA, with travel as needed.

Qualifications

5+ years of technical support experience.
Experience supporting customers in a fast-paced SaaS environment.
Excellent Windows, network, browser troubleshooting across SQL, XML, HTML, and scripting.
Root cause analysis and bug tracking with Jira/Confluence; cases in Salesforce.
Strong written and verbal communication; ability to handle on-call rotation.
Bachelor's degree preferred.

Responsibilities

Provide top-tier technical support to customers.
Perform initial incident analysis to assess impact, severity, and risk.
Collaborate across teams to ensure rapid solutions and minimize resolution times.
Explain complex technical concepts clearly to diverse stakeholders.