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…