Support Engineer

1 week ago

Meerut, Uttar Pradesh, India Aliqan Services Private Limited Full time
We are hiring a Support Engineer for one of our client MNC.

Job location :
Meerut / Guwahati

Exp : 4+ years

Job Type :
Full-Time (Permanent)

Job Description :


Trilliant is seeking a Support Engineer who is responsible for supporting Trilliant's existing and new customers, maintaining their Production environment, and managing their issues based on the 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 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 Responsibilities :

  • Provide customer support based on service level agreements (SLAs) including hardware, software, and firmware
  • Manage customer accounts including cloud hosting and thirdparty components
  • Manage customer relationships and be the face of Trilliant
  • Perform service management and change control
  • Manage SaaS service including Trilliant applications, access, and control.
  • Works with the customer on deploying patches/upgrades to their production environment
  • Works with engineering teams to resolve customer issues that have not been solved through problem replication or known solutions.
  • Track and report metrics on customers' SLAs and expenses
  • Host meetings with internal teams as required to keep all stakeholders informed of highprofile / impact customer issues as recorded in the issue management system
  • Manage and progress all issues recorded in Trilliant's issue management system.
  • Daily reviews and updates of Trilliant's issue management system
  • Be part of an oncall staff and be an escalation point for critical issues
  • Other duties as assigned
)

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