Job Description

Description

:

Trilliant is seeking a Support Engineer responsible for supporting Trilliant’s existing and new customers, maintaining their Production environment, and managing issues based on 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 assist the customer on time. 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 metrices and customer service performance.


Position Responsibilities

  • Provide customer support based on service level agreements (SLA’s) including hardware, software, and firmware

  • Manage customer accounts including cloud hosting and third-party components

  • Manage customer relationship and be the face of Trilliant

  • Perform service management and change co...

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