Senior Support Engineer

Trilliant Networks; Windsor; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in the smart grid and IIoT space is seeking a Senior Support Engineer. This role involves supporting customers, managing production environments, and collaborating with engineering to resolve issues. The ideal candidate will have experience in AWS, Unix/Linux, and customer support, along with strong communication and problem-solving skills. Join a dynamic team that values growth and innovation.

Benefits

Comprehensive benefits

Growth opportunities

Qualifications

• Experience in customer support for production systems.
• Proficiency with Unix/Linux/CentOS, command line, shell scripting, Python, Java.

Responsibilities

• Support existing and new customers, maintaining production environments.
• Manage after-hours and weekend support for select customers.

Skills

Communication

Problem Solving

Analytical Skills

Project Management

Education

Degree in computer science

Tools

AWS

Unix/Linux/CentOS

SQL

Microsoft Office

Job description

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

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

We are an equal-opportunity employer offering comprehensive benefits and compensation packages, including various insurance programs. Our dynamic and collaborative work environment attracts some of the brightest employees worldwide. We invest in our people and offer growth opportunities aligned with our business objectives.

Job Description :

We are seeking a Senior Support Engineer responsible for supporting existing and new customers, maintaining their production environments, and managing issues according to support level agreements (SLAs). This role involves close collaboration with Engineering to understand, isolate, and resolve problems, escalate critical issues, and ensure timely customer support. The engineer will manage after-hours and weekend support for select customers and serve as an escalation point for critical issues. Additionally, they will track and report on support metrics and customer service performance.

Position Requirements :

• Experience in customer support for production systems
• Experience with AWS deployment, management, and maintenance
• Proficiency with Unix/Linux/CentOS, command line, shell scripting, Python, Java
• Experience with SQL queries and databases such as Oracle, MySQL, or MSSQL
• Knowledge of virtual machine environments (VMWare) and systems/network administration
• Experience with protocols such as SSH, REST, Telnet, FTP, TCP/IP, DHCP, NTP
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Visio)

Experience with Kubernetes and Docker, Jira, or in the utility, smart grid, AMI, or energy management fields is a plus.

Skills :

• Ability to establish and maintain effective working relationships with management, colleagues, customers, and external contacts from diverse backgrounds
• Excellent verbal and written communication skills
• Strong analytical, problem-solving, organizational, and project management skills
• Ability to identify, propose, and implement solutions
• Capacity to manage multiple tasks in a fast-paced environment, prioritizing and coordinating effectively
• Ability to work independently or as part of a remote or local team

Education / Certification :

• Degree in computer science, networking, or related field; military or relevant work experience considered
• Certifications such as AWS, CCNA, MCSE, MCP are highly desirable

Trilliant Values :

P ASSIONATE - We find solutions that exceed customer expectations.

A CCOUNTABLE - We work efficiently and address problems with urgency.

C ONFIDENT - We look ahead and partner to deliver world-class solutions.

E NERGIZED - We are passionate and supportive of Trilliant's growth and direction.