Software Engineer
Are you an empathetic, speed-focused technical leader with a passion for building high-performing support teams and delighting creative professionals?
Lead Operational Excellence as a Technical Support Team Lead – SketchUp
Are you an empathetic, speed-focused technical leader with a passion for building high-performing support teams and delighting creative professionals? Trimble is seeking a dynamic Technical Support Team Lead to guide and elevate our SketchUp support organization. In this pivotal role, you will oversee day-to-day operations, drive operational efficiency, and cultivate a culture of continuous learning and mutual trust across our front-line support agents.
What Makes This Role Great:
Built upon the primary pillars of Speed, Resolution, and Empathy , this position offers a unique blend of strategic operational ownership and compassionate people leadership. You will act as the "primary protector" of team goals, driving day-to-day workflow efficiency while fostering a supportive culture built on trust, psychological safety, and accountability. As the primary escalation point and subject matter authority, you will work closely with leadership, engineering, and product release teams, playing a vital role in shaping the support ecosystem for millions of active SketchUp users.
Key Exciting Responsibilities
People Leadership & Agent Development: Conduct weekly 1-on-1 coaching sessions, drive onboarding for new hires (interviewing, training, tailored plans), and actively cultivate a team environment built on reliability, positivity, and psychological safety.
Real-Time Queue & Capacity Management: Monitor and adjust agent schedules in real time. Manually balance case distribution across 40+ support processes and step in for "queue overflow" (emails, chats, calls) during peak volumes to ensure every SLA is met.
Escalation Management & De-escalation: Serve as the primary point of contact for high-stakes customer escalations, stepping in to resolve complex issues and serving as the final internal authority before cases escalate to Tier II or Engineering.
Quality Assurance & Process Ownership: Audit agent cases to maintain high-quality standards, update Standard Operating Procedures (SOPs), identify workflow gaps, and implement immediate contingency plans for operational risks like outages or volume spikes.
Release Readiness & Change Management: Represent the Customer Support perspective during User Acceptance Testing (UAT) and product release cycles to ensure team readiness for "Day 1" support needs.
Essential Skills & Experience
Education & Professional Background: Bachelor’s degree in Arts and Sciences, Computer Science, or equivalent practical experience, combined with 1–2 years of technical support experience.
Leadership & Coaching: Demonstrated ability to lead, coach, and develop front-line agents, with a strong commitment to setting clear expectations and holding team members accountable.
Posted July 30, 2026