Cloud Support Engineer

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 Trimbles 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 reports identified improvement

• Build and maintain capabilities for our operations leveraging our current SW platforms portfolio.

• Ensure individual and team SLAs/KPIs 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 organizations processes mapped on our Application portfolio.

• Participate in cross-functional Project/Program execution related to long & short-term initiatives associated with the Platform Engineerings 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 arent just wordstheyre 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.

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