Trimble - Cloud Support Engineer II - AWS/Azure
2 days ago
Want to join our Trimble Cloud Core Platform Support's DevOps Level 3 organization to support Trimbles mission to transform the way the world works?What You Will Do- Respond to customer inquiries via email, casework, and chats.- Identify, troubleshoot, document, follow up and resolve internal customer inquiries in a timely manner.- Advanced troubleshooting of supported services.- Coordination with the Trimble Cloud Core Platform L1-L4 colleagues from around the world in a customer support 24/7 follow-the-sun model.- Incident response management and escalation to Service teams (SRE & Software Engineering) when needed for reaching resolution.- All while providing timely and accurate information to the affected parties.- Ensure individual and team SLAs/KPIs are maintained and on track.- Collaborate in documenting our organizations processes mapped on our Application portfolio.- Participate in cross-functional Project/Program execution related to long & short-term initiatives associated with the Cloud Core Platforms Change Management focus on Supportability attributes.- Exemplifies strong teamwork & collaboration, fostering a positive team & inclusive culture.Skills & Experience You Should Bring : - Applicant should be fully fluent in written & spoken English.- 3-5 yrs experience in an information technology support environment or other customer-facing information technology role.- Operating in Linux/Windows Server, IT customer support software (e.g. Jira Service Management Cloud, ServiceNow, Zendesk, Freshservice), a collaboration platform (e.g. G-Suite, Office 365).- Demonstrated customer-focused, troubleshooting, analytical abilities, and creative problem-solving.- Ability to attend meetings outside normal working hours as teams are global.- Motivated in a fast-paced environment with work volume fluctuation, being required a high degree of organization with a focus on detail to achieve success in the position.Skills & Experience You Could Bring : - Public cloud infrastructure platform (e.g. AWS, Azure, GCP, Oracle).- Cloud Logging platform (e.g. Sumologic, Splunk).- Cloud Observability platform(e.g. Datadog, Grafana, NewRelic).- Experience with API Management platforms (e.g. Mulesoft, Postman, Insomnia).- Experience with Password management systems (e.g. LastPass, 1Password).- Knowledge of status page systems (e.g. Statuscast).What We Will Offer You : - A career at an innovative market leader in software solutions, transforming the way the world works.- Possibility to make use of the well-being program for Trimble Colleagues, as work/life balance is important at Trimble.- We encourage Trimble employees to make use of our internal learning platform to develop your skills, knowledge and personal competences.- Possibility to participate in Employee Stock Purchase Plan.- Trimble has a great togetherness culture that provides a workplace where individuals can feel safe and comfortable in being themselves.- A Hiring Manager who encourages personal growth and will support further training and development.About Our Trimble Cloud Platform Division : - The Trimble Cloud Platform team is building the platform fueling Trimbles digital transformation.- We take a cloud-first approach to deliver shared web services that are used by Trimble and Trimble partners.- Our platform-as-a-service is used by hundreds of product teams to build customer-centric workflows.- We focus on building services used by developers that are simple, scalable, and secure. (ref:hirist.tech)
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