Trimble Inc.
Technical Support Analyst - SketchUp
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Technical Support Analyst - SketchUp
Tier 3 Technical Support Analyst – SketchUp
(UK Location: Leeds, London, or Remote)
About the Role
Elevate the creator experience as the next Tier 3 Technical Support Analyst for SketchUp, the world’s premier 3D modeling software trusted by architects, engineers, and creatives.
This customer-centric problem solver role sits at the intersection of advanced technical support, developer collaboration, and product feedback loops, ensuring seamless experiences for millions of global users.
Core Responsibilities
Work as a high-impact technical investigator, bridging the gap between users, development teams, and escalated technical issues. Key responsibilities include:
- Advanced troubleshooting: Deliver specialised Tier 3 technical support for SketchUp’s software products and complex entitlement systems.
- Bug resolution: Investigate, replicate, and validate high-impact bugs through rigorous testing, ensuring critical issues are addressed and documented.
- Technical translation: Break down complex technical concepts into clear, actionable guidance for cross-functional teams and clients.
- Developer collaboration: Partner closely with engineering and product teams to manage escalated incidents and prioritise resolutions.
- Internal support mentorship: Train and mentor junior support analysts, design technical training, and author comprehensive workarounds and documentation.
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Skills & Experience Required
Essential
- 3+ years of experience in advanced technical support environments or software development workflows.
- Expertise in root cause analysis, software testing, and bug tracking (e.g., Jira, Confluence).
- Familiarity with Systems Development Life Cycle (SDLC) and matrixed collaboration frameworks.
- Strong verbal and written communication skills, with a knack for diffusing technical disputes and explaining complex issues empathetically.
- Bachelor’s degree in Computer Science, Arts and Sciences, or equivalent technical experience (industry experience may substitute).
Bonus Points
- Hands-on experience with 3D modeling tools, architectural workflows, or 3D graphics processing (exposure to DirectX 12 or Metal is a plus).
- Diagnostic skills across Windows, macOS, iOS, Android, and Windows Server.
- Basic programming or scripting knowledge (e.g., Python, JavaScript, C++).
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Why Join Trimble?
✔ Real-world impact – Innovate solutions that transform how people build, move, and sustain global infrastructure. ✔ Collaborative culture – Work with a supportive team of visionary pragmatists who empower proactivity and ownership. ✔ Continuous growth – Own your career path in a culture that values innovation and hands-on contribution.
"Belong. Grow. Innovate."
At Trimble, our core values ensure:
- Belong – You thrive in an inclusive, supportive environment where your voice matters.
- Grow – Opportunities for professional development and collective success.
- Innovate – Drive cutting-edge solutions that solve critical global challenges.
Location & Travel
- Base location: Leeds, London (UK) or fully remote (10% travel requirement).
- Apply now: [Online application link]
Reach out for accommodations: careers@trimble.com
Technical Support Analyst, SketchUp, 3D Modeling, Jira, Root Cause Analysis, Customer Experience, Denver Tech Jobs
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