Senior Support Engineer

Trilliant Networks; Windsor; On-site; CAD 80,000 - 100,000; Full time

Job description

Trilliant offers a universal communications platform that is at the convergence of the smart grid, smart city, and global Industrial Internet of Things (IIoT) applications. We bring together multi-technology solutions, global capabilities, and mission-critical communications to deliver future-proof solutions.

We are a device-agnostic, integrated, multi-technology communication platform that provides flexibility to balance technological capabilities with economic needs. Trilliant is committed to best-in-class solutions that empower our customers and their customers to connect to the world of things.

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.

Job Description:

Trilliant is seeking a Senior Support Engineer responsible for supporting Trilliant’s existing and new customers, maintaining their Production environment and managing their issues based on the support level agreements (SLAs). The position works closely with Engineering to help understand, isolate, and resolve problems. Performs escalation of critical issues and ensures that the support group can help the customer in a timely manner. 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 metrics and customer service performance.

Position Requirements:

• Experience in Customer Support for Production Systems
• Experience in AWS deployment, management, and maintenance
• Experience with Operating Systems such as Unix/Linux/CentOS, use of command line, shell scripting, python, Java.
• Experience with SQL queries and using databases such as Oracle, MySQL or MSSQL.
• Knowledge of virtual machines environments (VMWare) and experience with Systems and Network administration
• Experience with protocols such as SSH, REST, Telnet, FTP, TCP/IP, DHCP, NTP.
• Proficiency in Microsoft Office Applications such as Word, Excel, PowerPoint and Visio

Experience with Kubernetes and Docker is a plus.

Experience with Jira is a plus.

Experience in the Utility, Smart Grid, AMI or Energy Management field is 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
• Excellent verbal and written communication skills
• 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.

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).

Trilliant Values:

PASSIONATE - We find the right solutions for customers and exceed their expectations.

ACCOUNTABLE - We work smartly and tackle problems with urgency to get the job done.

CONFIDENT - We look to the future and partner with each other to deliver world-class solutions.

ENERGIZED - We are excited and support the growth and direction of Trilliant.