Software Support Specialist
4 weeks ago
Trilliant is seeking a highly skilled Software Support Engineer to join our team. As a key member of our customer support team, you will be responsible for providing technical support to our customers and channel partners.
Key Responsibilities:- Provide technical support to customers and channel partners via phone, email, and remote access.
- Investigate and resolve customer-reported problems in a timely and professional manner.
- Work closely with development organizations to understand, isolate, and resolve problems.
- Escalate unresolvable problems to the appropriate engineering team for further investigation and resolution.
- Monitor and track network hardware and device failures and other irregularities as reported by the customer.
- Track all Trilliant products for failure trends and provide feedback to engineering for product enhancements or amendments.
- Manage and progress all issues recorded in Trilliant's issue management system.
- Maintain the customer support labs and network environments used to replicate and troubleshoot customer issues.
- Create knowledge base articles, trouble shooting documents, and process flow diagrams.
- Daily review and update of the issue management system.
- 5+ years of experience as a Software Support Engineer.
- Knowledge of wired networks, commercial wireless networks, and data networks.
- Exposure to IEEE 802.11x, 802.15x, and Mesh networks.
- Knowledge of analytical tools, techniques, and best practices used in the wireless networking and server maintenance areas.
- Knowledge in Utilities (FAN/NAN/WAN) and Advanced Electrical Metering (Smart Meters) (ANSI C12.X / DLMS).
- Experience with Operating Systems such as Unix/Linux/CentOS.
- Use of SQL queries against a database such as Oracle, MySQL, or MSSQL with manipulation of CSV files.
- Knowledge of virtual machines environments (VMWare).
- Experience with protocols such as SSH, Telnet, FTP, TCP/IP, DHCP, NTP, and Remote connection software.
- Proficiency in Microsoft Office Applications such as Word, Excel, PowerPoint, and Visio.
- 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.
- College degree in technical sciences, computer networking, computer science, or related field.
- Related work and/or military experience also considered.
- Industry Certifications in related IT disciplines highly desired (RHCSA, CCNA, MCSE, MCP).
Trilliant Values:
PASSIONATE - We find the right solutions for customers and exceed their expectations.
ACOUNTABLE - 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.
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