Support Engineer

Overview

Support Engineer handling customer SaaS, AWS, and hardware/software issues

Key Responsibilities

• critical escalation
• sla support
• sql queries
• metrics reporting
• saas management
• patch deployment

Tasks

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. -Be part of an on-call staff and be an escalation point for critical issues -Provide customer support based on service level agreements (SLA’s) including hardware, software, and firmware -Use of SQL quarries against a database such as Oracle, MySQL or MSSQL with manipulation of CSV files -Track and report metrices on customer’s SLAs and expenses -Manage SaaS service including Trilliant applications, access, and control. -Manage customer accounts including cloud hosting and third-party components -Works with the customer on deploying patches/upgrade to their production environment -Perform service management and change control -Daily reviews and updates of Trilliant’s issue management system -Works with engineering teams to resolve customer issues that have not been solved through problem replication or known solutions. -Manage and progress all issues recorded in Trilliant’s issue management system. -Manage customer relationship and be the face of Trilliant -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

Requirements

• smart meters
• vm management
• linux
• aws
• docker
• computer science

What You Bring

-Experience in utilities and Advanced Electrical Metering (Smart Meters) -Experience with virtual machine and server management -Experience with Operating Systems such as Unix/Linux/CentOS and Microsoft Server -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 -Able and willing to work a flexible schedule and/or overtime as needed to meet required deadlines -Experience in Customer Support for Production Systems -Certifications in computer field highly desired (ie AWS CCNA, MCSE, MCP) -Willingness and ability to travel as necessary or required (~25%) -College degree in computer sciences, computer networking or related field. Related work and or military experience will also be considered -Experience in AWS deployment, management, and maintenance -Knowledge of Docker, Kubernetes, and other deployment tools a plus -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

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Benefits

We are an equal-opportunity employer offering comprehensive benefits and compensation packages with a selection of insurance programs. We have dynamic and collaborative work environments with some of the brightest employees in the world. We invest in people and provide opportunities for our employees to grow hand in hand with our business.

About Trilliant

-Evolved its smart communications platform into a multi-tiered engine driving modern energy and civic networks. -Built global reach from its roots in Cary, North Carolina, deploying across six continents. -Layering advanced metering, analytics, distribution automation, and IIoT onto a device-agnostic foundation for tailored solutions. -Financial trajectory shows modest yet steady growth, anchored by recurring revenues from long-term utility contracts and platform licensing. -Signature projects include smart metering rollouts, wide-area street lighting systems, grid resilience initiatives, and urban IoT sensor networks. -Supports a spectrum of wireless networks from LPWAN and neighborhood-area to cellular, allowing clients to mix technologies. -Platform freedom ensures no meter or vendor lock-in, earning trust across diverse clients in energy, water, lighting, and city infrastructure.

Sector Specialisms