Technical Customer Support Professional

Job Title: Senior Support Specialist - Structural Design Products

Job Profile: Technical customer support professional 3

Job Location: US, Remote

Department: AECO - Architects, Engineers, Construction & Owners

Hiring Manager: Ryan O’Shaughnessy

The AECO division at Trimble Inc. provides the construction industry with Tekla Building Information Modeling (BIM) and structural design and analysis software solutions that are at the core of the construction workflow. The solutions allow customers to achieve greater competitive edge through improved collaboration, efficiency and accuracy. Tekla tools are used for realizing projects around the world from housing and bridges to factories and skyscrapers. https://www.trimble.com/en/products/tekla

We are looking for a senior technical support specialist to join our Services team in the United States. This is not a call center - this is a team of structural engineering professionals, working together to help engineers get the best out of Trimble’s Tekla software suites. This is the perfect opportunity for someone who loves solving problems, has experience with structural design software and wants to apply their structural engineering background to a new and unique role. Due to continued growth and expansion we are looking for growth minded, technical, curious and computer savvy structural engineers to join our support team.

Trimble employees represent diversity and can be found in over 30 countries, working closely with their colleagues around the world. Due to our geographic, product and customer reach, there is plenty of room at Trimble for exceptional people to grow. If you are a structural or architectural engineer and want to take a new direction in your career, you might be the person we are looking for.

This is not an IT support role; knowledge of civil / architectural / structural engineering is essential.

Your main tasks will include: 

• Delivering high level and complex technical support to the users of Tekla Tedds and Tekla Structural Designer.  Speaking to customers on the phone, by email, screen-share and answering questions on our discussion forums

• Answering structural analysis and design questions as they relate to our software and US building and design codes

• Investigating users reports of software bugs and feature requests and clearly communicating these to the development team

• Building our knowledge base by writing technical support content for the Tekla User Assistance (TUA) site

• Creating and maintaining online training course materials

• Creating and maintaining code based verification examples

• Aid in the installation and licensing of Tekla products

To be successful in this position, you should have: 

• US citizen with a BS in Structural/Architectural/Civil Engineering or equivalent, from an accredited University 

• Professional experience using structural analysis and design software

• 5+ years of structural engineering experience in the design and analysis of buildings, PE SE preferred

• Strong analytical and problem solving skills

• Ability to produce clear and concise emails

• Tenacity and curiosity when faced with a question or problem without an immediately obvious solution

• Fluent written and spoken English. Being bilingual is a plus.

• Are patient and organized with the ability to multitask

• Ability to work independently and as part of a team

We also appreciate: 

• Experience with Tekla Structural Designer and Tekla Tedds 

• Concrete building design experience

• Experience with AutoDesk Revit

• Strong computer and IT knowledge

• General understanding of the software development processes

• Experience with Camtasia and Articulate 360

• Passion for customer service and customer satisfaction

Pay Equity: Trimble provide