Support Engineer

Description

:

Trilliant is seeking a Support Engineer responsible for supporting Trilliant’s existing and new customers, maintaining their Production environment, and managing issues based on support level agreements (SLAs). Works closely with Engineering to help understand, isolate, and resolve problems. Performs escalation of critical issues and ensures that the support group can assist the customer on time. Manage the after-hours and weekend support for select customers and be an escalation point for critical issues. Track and report on the support group metrices and customer service performance.

Position Responsibilities

Provide customer support based on service level agreements (SLA’s) including hardware, software, and firmware

Manage customer accounts including cloud hosting and third-party components

Manage customer relationship and be the face of Trilliant

Perform service management and change control

Manage SaaS service including Trilliant applications, access, and control.

Works with the customer on deploying patches/upgrade to their production environment

Works with engineering teams to resolve customer issues that have not been solved through problem replication or known solutions.

Track and report metrics on customers’ SLAs and expenses

Host meetings with internal teams as required to keep all stakeholders informed of high-profile / impact customer issues as recorded in the issue management system

Manage and progress all issues recorded in Trilliant’s issue management system.

Daily reviews and updates of Trilliant’s issue management system

Be part of an on-call staff and be an escalation point for critical issues

Other duties as assigned

Position Requirements

Experience in Customer Support for Production Systems

Experience in AWS deployment, management, and maintenance

Experience with virtual machine and server management

Experience with Operating Systems such as Unix/Linux/CentOS and Microsoft Server

Ability to establish and maintain effective working relationships with management, co-workers, staff at all levels, customers and outside contacts of diverse backgrounds while representing Trilliant

Experience in utilities and Advanced Electrical Metering (Smart Meters)

Use of SQL quarries against a database such as Oracle, MySQL or MSSQL with manipulation of CSV files

Experience with protocols such as SSH, Telnet, FTP, TCP/IP, DHCP, NTP and Remote connection software

Proficiency in Microsoft Office Tools such as Word, Excel, Visio and Outlook

Knowledge of Docker, Kubernetes, and other deployment tools a plus

Able and willing to work a flexible schedule and/or overtime as needed to meet required deadlines

Willingness and ability to travel as necessary or required (~25%)

Education/Certification

College degree in computer sciences, computer networking or related field. Related work and or military experience will also be considered

Certifications in computer field highly desired (ie AWS CCNA, MCSE, MCP)

Trilliant Values-

P ASSIONATE-We find the right solutions for customers and exceed their expectations.

A CCOUNTABLE-We work smartly and tackle problems with urgency to get the job done.

C ONFIDENT We look to the future and partner with each other to deliver world-class solutions.

E NERGIZED-We are excited and support the growth and direction of Trilliant.

At Trilliant, we value diversity and are committed to fostering an inclusive environment. To help us enhance the diversity of our candidate pool and meet reporting requirements, we invite you to voluntarily share your demographic information. Participation is entirely optional and will not affect your employment opportunities in any way. We will not access or use this information during the hiring process.

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