Support Engineer

Trilliant is seeking a Support Engineer responsible for supporting Trilliants 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.

Position Responsibilities

• Monitor AMI system health, alerts, and meter communication status

• Provide daily and monthly performance reports

• Troubleshoot basic meter connectivity issues and data collection failures

• Run diagnostic checks and verify meter data transmission

• Document incidents in ticketing systems and follow standard procedures

• Escalate complex technical issues to L2/L3 teams

• Generate routine operational reports and track system outages

• Manage customer relationships and be the face of Trilliant

• Manage SaaS service, including Trilliant applications, access, and control.

• Works with engineering teams to resolve customer issues that have not been solved through problem replication or known solutions.

• Track and report metrices on customers SLAs

• Manage and progress all issues recorded in Trilliants issue management system and ensure proper documentation

• Be part of an on-call staff and be an escalation point for critical issues

• Other duties as assigned

  Position Requirements

• Strong experience writing and optimizing SQL queries across databases such as Oracle, MySQL, or MSSQL, including data extraction, analysis, and reporting

• Solid understanding of Linux/Unix-based systems (e.g., CentOS) and Windows Server environments, including system-level troubleshooting

• Hands-on experience or functional knowledge of Advanced Metering Infrastructure (AMI) ecosystems, including billing, reporting, and integration/support of third-party AMI platforms.

• Familiarity with utility domain operations, including smart metering, meter data management (MDM), and grid communications

• Experience with networking and communication protocols such as SSH, TCP/IP, FTP, Telnet, DHCP, and NTP in distributed environments

• Exposure to containerization and orchestration technologies such as Kubernetes and Docker (preferred), with understanding of modern deployment practices

• Experience working with production systems in a SaaS or cloud-hosted environment, including monitoring, incident response, and uptime management

• Proficiency with incident management and ticketing tools (e.g., ServiceNow, JIRA), including SLA tracking and escalation handling

• Demonstrated ability to troubleshoot complex, cross-functional issues spanning application, infrastructure, and network layers

• Strong understanding of ITIL principles or support operations best practices (incident, problem, and change management)

• Ability to support 24/7 operations, including rotating shifts, on-call coverage, and critical incident escalation

• Excellent communication and stakeholder management skills, with the ability to interact effectively with customers, engineering teams, and leadership

• Proven ability to work in fast-paced, customer-facing environments while maintaining high levels of service quality and responsiveness

• Proficiency in Microsoft Office tools (Excel, Word, Visio, Outlook) for reporting, documentation, and analysis

• Willingness and ability to travel up to ~25% as required

  Education/Certification

• College degree in computer sciences, computer networking or related field. Related work and or military experience will also be considered

• Certifications in computer field highly desired (ie AWS CCNA, MCSE, MCP)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.