Support Engineer

4 weeks ago

GuwahatiMeerut, IN 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 third-party 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 high-profile / 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 on-call staff and be an escalation point for critical issues - Other duties as assigned

(ref:hirist.tech)

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