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Trilliant

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5.0

based on 1 Review

2 Trilliant Jobs

Software Support Engineer

Trilliant

5.0

based on 1 Review

5-10 years

Champa, Janjgir

1 vacancy

Software Support Engineer

Trilliant

posted 7hr ago

Job Role Insights

Flexible timing

Key skills for the job

Oracle Customer Support Operations Linux Administration CCNA Analytical Chemistry

+ 4 more

Job Description

Trilliant is currently hiring a Software Support Engineer who will report to the Director of Customer Operations. The Support Engineer (SE) is responsible for direct (L2/L3) interaction with Trilliant s customers and channel partners in support of new and existing products in our growing network of utility, IIOT, and wireless networking products. Works closely with development organizations to help understand, isolate, and resolve problems. Support Engineer investigates customer-reported problems to develop solutions and resolve production incidents or problems. Escalates unresolvable problems to the appropriate Engineering team for further investigation and resolution. The Support Engineer has a global operational perspective with detailed product knowledge and can reach across the organization in support of the installed base.

Position Responsibilities:

Provide solution support across customer production sites that are in compliance with support agreements (SLA s) including hardware, software and firmware
Act as a liaison to local program management teams for customer issues
Works with internal engineering teams to resolve customer issues that have not been solved through problem replication or known solutions. Support Engineer verify issues, document steps to reproduce, validate solutions, and typically apply the patch/upgrade or change to the production environment
Monitor and track network hardware and device failures and other irregularities as reported by the customer through the issue-tracking system
Track all Trilliant products for failure trends and provide feedback to engineering for product enhancements or amendments
Manage and progress all issues recorded in Trilliants issue management system.
Maintain the customer support labs and network environments used to replicate and troubleshoot customer issues
Creates BKM s, Knowledge Base articles, Trouble Shooting documents, and Process Flow diagrams
Daily review and update of the issue management system
Other duties as assigned

Position Requirements:

Looking for 5 + years of experience as a Software Support Engineer
Knowledge of wired networks, commercial wireless networks and data networks (Access Points/Modems/Switches/Routers)
Exposure to IEEE 802.11x, 802.15x and Mesh networks
Knowledge of a variety of analytical tools, techniques and best practices used in the wireless networking and server maintenance areas desired
Knowledge in Utilities (FAN/NAN/WAN) and Advanced Electrical Metering (Smart Meters) (ANSI C12.X / DLMS)
Experience with Operating Systems such as Unix/Linux/CentOS
Use of SQL queries against a database such as Oracle, MySQL or MSSQL with manipulation of CSV files
Knowledge of virtual machines environments (VMWare)
Experience with protocols such as SSH, Telnet, FTP, TCP/IP, DHCP, NTP and Remote connection software
Proficiency in Microsoft Office Applications such as Word, Excel, PowerPoint and Visio
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

College degree in technical sciences, computer networking, computer science or related field
Related work and or military experience also considered
Industry Certifications in related IT disciplines highly desired (RHCSA, CCNA, MCSE, MCP)

Employment Type: Full Time, Permanent

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