Support Engineer

Trilliant offers a universal communications platform that is at the convergence of the smart grid, smart city, and global Industrial Internet of Things (IIoT) applications. We bring together multi-technology solutions, global capabilities, and mission-critical communications to deliver future-proof solutions.

We are a device-agnostic, integrated, multi-technology communication platform that provides flexibility to balance technological capabilities with economic needs. Trilliant is committed to best-in-class solutions that empower our customers and their customers to connect to the world of things

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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 metrices on customer's SLAs and expenses
• Host meetings with internal teams as required to keep all stake holders 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-

PASSIONATE

ACCOUNTABLE

CONFIDENT-

ENERGIZED