Job Title: Cloud Support Engineer
Job Location: Mexicali, Mexico (Office based)
Our Department: Trimble AECO
Want to join our Tech Support/DevOps Level 3 organization to support Trimble’s mission to transform the way the world works?
What You Will Do
Respond to customer inquiries via email, casework, and chats.
The management of Problem sub-task(s) for the post incident report’s identified improvement
Build and maintain capabilities for our operations, leveraging our current SW platforms portfolio.
Ensure individual and team SLA’s/KPI’s are maintained and on track.
Advanced troubleshooting of supported services, understanding customers’ adoption scenarios..
Coordination with the Trimble Platform Engineering L1-L4 colleagues from around the world in a customer support 24/7 follow-the-sun model.
Incident response management & sometimes incident coordination including escalation to SRE & SW Development teams.. All while providing timely and accurate information to the affected parties. The role requires the ability to communicate difficult or sensitive technical information clearly, building consensus during incident resolution, and networking with senior personnel across global teams. On-call every second week during your business hours
Act as a technical resource and mentor for junior (L1/L2) team members, leading some cross-functional projects
Collaborate in documenting our organization’s processes mapped on our Application portfolio.
Participate in cross-functional Project/Program execution related to long & short-term initiatives associated with the Platform Engineering’s Change Management focus on Supportability attributes, having a direct impact on a wide range of customer and operational activities across related engineering teams
Exemplifies strong teamwork & collaboration, fostering a positive team & inclusive culture.
Identify, troubleshoot, document, follow up and resolve internal customer inquiries in a timely manner.
Works independently, typically receiving little instruction on day-to-day work and only general instructions on new assignments
Solve complex problems of diverse scope requiring evaluation of identifiable factors. Demonstrating good judgment, taking a new perspective on existing solutions, and resolving a wide range of work items in creative way
Propose projects or goals for improvement of data-driven metrics such as customer satisfaction score, MTTR, First response time, cost reduction
Collaborate across time zones, starting your day at 7:00 AM local time to coordinate work with our US and European engineering teams.
What Skills & Experience You Should Bring
Applicant should be fully fluent in written & spoken English
In-depth conceptual and practical knowledge in IT support environments
Experience working independently with incomplete or unclear information, solving complex requests in creative ways. Explain difficult information, working to build consensus.
Preferably high-code development using any programming language, otherwise low-code experience
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).
Extensive practical experience using API management and testing apps (e.g. Mulesoft, Postman) to execute, adjust, and troubleshoot complex API calls for system diagnostics and data manipulation. Strong foundational understanding of RESTful APIs, JSON, and web services to autonomously maintain and adjust our API implementation
Proven experience executing, maintaining, and optimizing prescriptive runbooks or Standard Operating Procedures (SOPs) for application and infrastructure support.
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:
Managing or End-user in 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)
Using password management systems (e.g. LastPass, 1Password)
Knowledge of status page systems (e.g. Statuscast)
Working with Identity and Acess management systems
Usage of version control capabilities within collaboration software
How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.
Join a Values-Driven Team: Belong, Grow, Innovate.
At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.
If you need assistance or would like to request an accommodation in connection with the application process, please contact AskPX@px.trimble.com.