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Support Engineer
4 months ago
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
