Technical Support Lead

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.

Dedicated to the world’s tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life. Core technolo gies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transpare ncy and sustainability. From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work. For more information about Trimble (NA SDAQ: TRMB), v isit: www.trimble.com About SketchUp: SketchUp is the world's most popular 3D modeling and design software, utilized by millions of architects, engineers, interior designers, and creative pioneers worldwide to transform conceptual ideas into constructible realities.   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. Customer Focus & De-escalation: Exceptional written and verbal communication skills with a compassionate, customer-first approach and proven success in de-escalating