Technical Customer Support Professional

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.

What Makes This Role Great: In this role, you will serve as a premier technical specialist, championing client success by solving complex software workflows, creating high-impact instructional documentation, and directly influencing product quality through cross-functional collaboration.

Key Exciting Responsibilities

• Advanced Technical Support: Provide expert-level troubleshooting via phone, email, online forums, and live remote desktop sessions.
• Problem Solving & Escalation: Architect solutions using internal resources and CRM (Salesforce) data, take ownership of complex cases, and mentor colleagues.
• Product Improvement & Training: Manage Jira items for software bugs and feature requests, create public instructional media, test new product features, and train internal support teams.
• Log Review & Diagnosis: Analyze application and system logs to diagnose, address, and resolve a wide array of issues, documenting the thought process for others to learn from.
• Customer Communication: 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.
• AI-Assisted Troubleshooting: Leverage AI agents (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.
• Database Fundamentals: 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%

Tekla PowerFab, Tekla Structures, Trimble Connect, Technical Support, Tier 3 Support, Structural Steel, Steel Fabrication, BIM, Software Troubleshooting, Jira

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

Pay Rate Type

Bonus Eligible?

Commission Eligible?

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 one of the Apply buttons located in this posting.

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 Governance->Governance Documents.

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.

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If you need assistance or would like to request an accommodation in connection with the application process, please contact [email protected].