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Customer Support Engineer (SW) Trilliant
JOB DESCRIPTIONThe Customer Support Engineer (SW) is a direct resource to respond to customer technical inquiries and problems via a web based issue management system, email and telephone calls. The CSE must have the ability to effectively communicate verbally and in writing to both clients and internal personnel while working under pressure and within time constraints. The CSE documents client calls in the Issue Management system; provides troubleshooting leading to issue isolation; identifies replication steps; ensures client expectations are properly managed and resolves technical issues in a timely manner. The Support Analyst is a Tier-2 support resource and is generally able to resolve customer cases related to application usage, reporting, configuration and best practices. Additionally the CSE will have primary responsibility for specific daily, weekly and monthly reporting and analytical functions under contractual SLA requirement utilizing Trilliant?s propriety application solutions such as Unity Suite and SerViewCom. 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 direct support for US and Canadian customers as well as afterhours support for UK customers
Coach and assist customers in utilization of Tier-1 support tools (i.e. FootPrints/TstBench/ProCare)
Dailey review and update of the issue management system for assigned cases
Provides Solution support across customer production sites that are in compliance with support level agreements (SLA?s) including hardware, software and firmware with a primary focus on Unity Suite (Unity Suite/SVC/NEMS) in the production environment
Investigate and resolve issues that could be associated with solution functionally such as application errors, database or data errors, message flow, firmware, network connectivity and server performance
Works with internal engineering / development and other teams to identify/isolate root cause and support implementation of solutions that have not been solved through problem replication or known solutions.
CSE?s may also validate the fix on internal environments prior to releasing to client. Typically working closely with customer IT / Support and Database teams to apply the patch / upgrade or change to the pre-production environment or development servers to customer acceptance
Creates BKM?s, Knowledge Base articles and Trouble Shooting documents from case solutions, generates Process Flow diagrams, Review/edit/maintain solutions commissioning handover documents
Interface with Product Management, Project groups and Development teams to promote continuous improvement of Trilliant solutions in all country locations
Assist in system configuration and support application deployment (including occasional after-hours support during major deployments)
Responsible for data extractions and reporting using SQL queries and other reporting tools
Evaluate, interpret and compile pertinent data in a clear and concise manner for customer or management review
Provides advice to client on application and database tuning/indexing/maintenance
Able to identify issues that require elevation through defined Tier Support structure
Able to understand client business processes and data needs to meet customer SLAs
Monitor and track overall AMI and SLA performance metrics and make recommendations to improve performance
Generate metrics relating to SLA, product performance and RMA?s, recommend changes to product management engineering to improve solution and to reduce costs
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
Maintain the customer support labs and network environments used to replicate and troubleshoot customer issues
Other duties as required
POSITION REQUIREMENTS
3-5 years of work experience as a Systems Analyst, Support Analyst, Customer Support Analyst or Customer Support Engineer
5+ years of Java/J2SE development. Experience in a UNIX/LINUX environment is a plus
5+ years of commercial web application development using Spring for IOC and Hibernate
3+ years of development experience using a container like Tomcat, WebLogic, or WebSphere
3-5 years of IT work experience as a systems engineer
Strong web application experience including installation, configuration and troubleshooting skills with knowledge of Spring and Hibernate
Should have prior experience supporting applications on Linux/Unix (ability to use Linux commands, services and utilities), OS installation is a plus.- in a VMware setting
Advanced knowledge of Oracle and SQL Server relational database installation, configuration, operation and troubleshooting
Strong in Apache web server installation and configuration
Data acquisition application knowledge would be an asset
Excellent written and verbal communication skills are required
Desired knowledge of Tomcat or WebLogic or WebSphere, SQL, scripting and Java/J2SE in a Linux OS environment
Research, prototype, and implement troubleshooting utilities.
Proficient in Structured Query Language (SQL), PL/SQL Block in Oracle 9i or higher.
Understanding fundamentals of network architecture and TCP/IP communication
Experience with protocols such as SSH, Telnet, FTP, TCP/IP, DHCP, NTP and Remote connection software
Knowledgeable in software development lifecycle, software QA processes, IT change management and issue and problem management
Knowledgeable of ITIL Service Delivery Framework including: Problem and Issue Management, Issue Classification and Prioritization and Root Cause Analysis
Strong analytic and problem solving skills including use of tools, techniques and best practices
Experience with automation programs such as QTP, Wintask or similar desired
Strong experience in Microsoft Office applications such as Excel (data analysis), Word, Visio, MS Project and PowerPoint.
Utilities industry experience and understanding of Smart Grid / AMI and Exposure to IEEE 802.11x, 802.15x and Mesh networks are nice to have
EDUCATION & CERTIFICATION
University Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering or related field
Industry certifications such as: MCP, MSSE, MSCA CCNP, CCNA desired
Related work experience will also be considered
PERSONAL ATTRIBUTES
Highly motivated and able to work independently towards long term goals, undertaking personal initiatives to learn and advance one?s own understanding of Trilliant?s hardware and software products
Demonstrate a commitment to continuous learning regarding the installation, configuration and operation of the hardware and software components that make up an AMI network.
Have the discipline to capture and record lessons learned from troubleshooting and support experiences for knowledge transfer to other staff and the development of knowledgebase material and documentation
Ability to demonstrate an appropriate sense of urgency when responding to issues according to defined service level agreements.
Ability to multi-task on various projects with tight deadlines and to establish mutual agreed upon priorities
Ability to identify, propose and implement solutions
Excellent oral and written communication skills in English
Strong analytical and problem solving skills
Strong organizational, time management and project management skills
| 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 |
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