Customer Support Engineer (Product Support)

Customer Support Engineer (Product Support)

Job Location: Redwood City, CA

Position Type: Full-Time/Regular

JOB DESCRIPTION

The 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

To apply for this position, please send your resume to careers@trilliantinc.com. Please include the title of the position in the subject line.