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Customer Support Engineer (Product Support) Trilliant
JOB DESCRIPTIONThe Customer Support Engineer (PS) is responsible for direct interaction with Trilliant?s customers and channel partners in support of new and existing products in our growing network of utility and wireless networking products. Works closely with Engineering and Quality Assurance organizations to help understand, isolate and resolve problems. CSE?s replicate customer reported problems in laboratory or test environments to develop solutions and escalate un-resolvable problems to the appropriate Engineering team for further investigation and resolution. The CSE has a global operational perspective with detailed product knowledge and can reach across the organization in support of the installed base.
ESSENTIAL FUNCTIONS
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 their customer issues
Works with internal engineering teams to resolve customer issues that have not been solved through problem replication or known solutions. CSE?s verify the issue, document the steps to reproduce, validate the fix and typically apply the patch / upgrade or change to the production environment
Monitor and track network hardware and meter 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 / amendments
Track metrics relating to SLA, product performance and RMA?s, recommend changes to engineering
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 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
Knowledge of wired networks, higher powered wireless networks and data networks
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
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 (HAN/NAN/WAN) and Advanced Electrical Metering (Smart Meters) including ANSI C12.X desired
Experience with Operating Systems such as Unix/Linux and Microsoft XP/Server
Experience with automation programs such as QTP, Wintask or similar desired
Use of SQL quarries against a database such as Oracle, MySQL or MSSQL with manipulation of CSV files
Knowledge of virtual machines environments a plus
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
Experience with project management 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 technical sciences, computer networking or related field. Related work and or military experience will also be considered
Certifications in computer field highly desired (ie CCNA, MCSE, MCP)
PERSONAL ATTRIBUTES
Excellent verbal and written communication skills in English
Strong analytical and problem solving skills
Strong organizational, time management and project management skills
Ability to identify, propose and implement solutions
Ability to work concurrent tasks in a fast paced environment while effectively organizing, prioritizing, and coordinating work assignments
Must be able to work autonomously or as part of a local/remote team; supports and contributes to a cohesive overall organization
| Location: | 1100 Island Drive Redwood City, CA 94065 United States |
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Trilliant
All Jobs: at Trilliant| Web Site: | www.trilliantinc.com |
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| Headquarters: | 1100 Island Drive Redwood City, CA 94065 United States |
| Industry: | Cleantech / Energy |
