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Trimble, Inc. Level 2 Developer Support Manager in Princeton, New Jersey

Are you looking to play a key part in solving the challenges of end customers and partners using Trimble's satellite navigation products that are delivered using hosted services, Windows, iOS or Android mobile devices?

Analysts on our team troubleshoot complex technical issues, identify product bugs and work directly with developers, project managers, and testers to provide best in class navigation based tools to commercial clients.

Who We Are

Trimble Maps is dedicated to transforming journeys through innovative routing, scheduling, visualization and navigation solutions. Rooted by map data and map-centric technology specifically designed for commercial vehicles, its development platform and trusted products are made for a broad range of industries, workforces and fleets of all sizes.

Job Title: Manager, Level 2 Developer Support

Job Profile: Technical Customer Support Professional 5

Group: Support

Job Description

Reporting to the Director, Technical Support,, you will be leading a team of analysts helping to solve challenges that customers and partners encounter during the ongoing life-cycle of their usage with Trimble Maps integrated solutions, as well as client/server based customer and partners solution efforts.

This role requires excellent communication, organization, and time management skills as you will be taking ownership of all Level 2 developer troubleshooting. You and the Level 2 team (Integration & Support Analysts) will be working directly with customers and partners on a daily basis.

Additionally, the Level 2 team will be responsible for identifying, and reporting software bugs and usability problems for corrective action as well as documenting customer requested enhancements. Responsibilities also include interfacing with Product Owners, developers, and quality assurance to ensure a high quality solution is delivered in an expected time frame.

Core Functions

  • Ensure that customers and partners are receiving optimal and timely support on L2 issues

  • Train team to be an expert in all Trimble MAPS solutions

  • Lead L2 team to accomplish necessary internal and external tasks

  • Follow up on escalated tickets and verify resolution

  • Work in conjunction with department managers to monitor hosted services 24/7

  • Provide on-site customer support during critical stages

  • Analyze L2 support tickets to pinpoint issues or trends and determine ways to alleviate

  • Recognize and identify opportunities for continuous improvement and proactively propose solutions

Required Skills/Qualifications

  • Bachelor and/or post graduate qualifications in Computer Science and/or IT Management or equivalent experience

  • 5+ years of progressive experience in technical support and service with a minimum of 2+ years in a people management role

  • Transportation industry experience is a strong positive

  • Highly organized and effective communication skills, both written and verbal, with internal and external stakeholders

  • Self-starter who is able to work independently in office, mobile and remote environments, as needed

  • Ability to manage and motivate team members in a remote environment

  • Ability to effectively plan, assign, prioritize, and oversee the work of others while promoting and contributing to a team environment

  • Ability to work well under pressure while producing a high degree of accuracy in work

  • Ability to establish priorities and handle multiple assignments concurrently with minimal direction in a dynamic work environment

  • Willingness and ability to communicate with people of diverse backgrounds and organizational levels, and to establish and maintain effective working relationships with customer management, co-workers and staff, and vendors.

  • Willingness and ability to work flexible hours as necessary to meet company goals and deadlines

  • Superior communications and presentation skills

  • Flexible and versatile technical and soft skills

  • Knowledge of the software development cycle

Required Technical Skills

  • Solid understanding of web services - XML/REST/SOAP

  • 3+ years' experience with C#, .NET, Java, JavaScript, C++ and/or other programming languages and tools

  • Basic knowledge of IIS and RDP.

  • Knowledge of internet-based systems, ideally including experience supporting web-based applications

  • Mobile Device knowledge of the main mobile and desktop platforms, including iOS, Android, and Windows

  • Capability of being a subject matter expert and escalation point to assist customers in the implementation, set-up and use of Trimble MAPS products


Trimble MAPS offers great benefits such as a generous PTO package, paid healthcare, 401K, stock options, ESPP, education reimbursement, and many wellness initiatives. We also offer flexible schedules, casual dress, volunteer opportunities, child care discounts, and a corporate women's network.

Trimble is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

Trimble is proud to be an equal opportunity employer. We welcome and embrace our
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, p regnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.
The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job,contact
Julie Phan, Benefits Analyst ator 408-481-8138 or email People Experience at

It is Trimble's policy that candidates are entitled to equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation or the presence of a medical condition or disability.

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