Technical Support Specialist -eCommerce & Digital Experience

Elevate Customer Digital Experience as an E-Commerce Technical Support Specialist Are you ready to join our team as a Tier 2 Technical Support Specialist and support smooth digital transactions and identity management across Trimble's product ecosystem? In this role, you will leverage your advanced technical expertise and analytical problem-solving skills to manage complex e-commerce, user administration, and authentication workflows for customers using SketchUp, Tekla, Trimble Connect, and other adopting product lines. About Us: Trimble is an industrial technology company transforming the way the world works by delivering solutions that enable our customers to thrive. We create technologies that connect the digital and physical worlds, helping our customers increase productivity, quality, safety, and sustainability. From purpose-built products to enterprise-level solutions, our technology empowers professionals across multiple industries. Customer Digital Experience (AXP/DX): Trimble’s Digital Experience teams build seamless digital platforms that power e-commerce, account administration, identity, and licensing workflows. By driving robust self-service solutions and resolving complex backend data and authentication issues, we ensure frictionless access to software and services for millions of global users. What Makes This Role Great: As a Tier 2 Technical Support Specialist, you will play a critical role in optimizing the customer journey across direct online web store transactions, subscription lifecycles, and identity management systems. You will collaborate directly with cross-functional engineering and systems teams to troubleshoot multi-platform data syncs, resolve licensing allocations, and streamline global user profile management. Key Exciting Responsibilities • Investigate and resolve Tier 2 issues with direct online web store transactions, failed or held orders, subscription auto-renewals, non-standard returns, and payment failure workflows. • Troubleshoot complex identity, authentication, and access challenges involving Trimble ID (TID), Multi-Factor Authentication (MFA/OTP), Single Sign-On (SSO/Federation), and email suppression lists. • Support account administration in Admin Console and DX Salesforce, resolving user role assignment errors, permissions issues, product allocation failures, and user invite syncing. • Audit and align cross-system profile data integrity to resolve duplicate user identities, partially deleted profiles, and account sync errors across Trimble platforms. • Address specialized compliance and offering workflows, including VAT/tax updates, Denied Party Screening holds, SheerID verification for EDU offerings, and Apple App Store entitlement syncs. Essential Skills & Experience • 3+ years of technical support experience focusing on SaaS e-commerce, user identity management, or customer admin platforms. • Strong analytical background with demonstrated skill in investigating subscription lifecycles, payment gateway errors, and dunning workflows. • Experience with identity and access management protocols, enterprise SSO federation, and user provisioning platforms. • Hands-on familiarity with Salesforce CRM (DXSF), Admin Console tools, and ticketing platforms. • Excellent written and verbal communication skills with a customer-centric approach to resolving technical disputes and data discrepancies. Bonus Points For • Experience supporting product licensing and entitlement workflows across products like SketchUp, Tekla, or Trimble Connect. • Familiarity with global tax/VAT compliance workflows and Denied Party Screening error management. • Experience working with SheerID verification or Apple App Store subscription entitlement systems. • Knowledge of API data verification and cross-system troubleshooting in enterprise cloud setups. Logistics Location: Westminster, CO Travel Requirement: 5% Why You'll Love Working With Us At Trimble, we're not just a company that "does good"—we are a team dedicated to making a tangible, positive Real-World Impact. We build innovative solutions designed to solve the world's most critical challenges. From construction sites to transportation hubs, our work tangibly improves how people live, build, move, and grow. • You'll work on projects that truly matter: Our purpose-driven culture means you'll be helping to build and deliver solutions that make work faster, safer, and more sustainable for millions of people worldwide. Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste. • Collaborate with like-minded people: Our strong internal culture is a "hidden gem." You will work with a collaborative, supportive team that shares your purpose and fosters a genuine sense of belonging. We're a company of "visionary pragmatists" who think boldly and build things that work. • Be an owner: Trimble thrives on individuals who take initiative and embrace ownership. You'll find an entrepreneurial spirit where success is often "self-authored," empowering proactive "doers." Technical Customer Support, VDC, MEP, Autodesk Revit, SysQue, Trimble Connect, BIM, CAD, Software Troubleshooting, Technical Specialist 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 $26.97–$33.70 Pay Rate Type Hourly Bonus Eligible? No Commission Eligible? No 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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