Trilliant offers a universal communications platform that is at the convergence of the smart grid, smart city, and global Industrial Internet of Things (IIoT) applications. We bring together multi-technology solutions, global capabilities, and mission-critical communications to deliver future-proof solutions.

We are a device-agnostic, integrated, multi-technology communication platform that provides flexibility to balance technological capabilities with economic needs. Trilliant is committed to best-in-class solutions that empower our customers and their customers to connect to the world of things

We are an equal-opportunity employer offering comprehensive benefits and compensation packages with a selection of insurance programs. We have dynamic and collaborative work environments with some of the brightest employees in the world. We invest in people and provide opportunities for our employees to grow hand in hand with our business.

Job 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

Monitor AMI system health, alerts, and meter communication status
Provide daily and monthly performance reports
Troubleshoot basic meter connectivity issues and data collection failures
Run diagnostic checks and verify meter data transmission
Document incidents in ticketing systems and follow standard procedures
Escalate complex technical issues to L2/L3 teams
Generate routine operational reports and track system outages
Manage customer relationships and be the face of Trilliant
Manage SaaS service, including Trilliant applications, access, and control.
Works with engineering teams to resolve customer issues that have not been solved through problem replication or known solutions.
Track and report metrices on customer's SLAs
Manage and progress all issues recorded in Trilliant's issue management system and ensure proper documentation
Be part of an on-call staff and be an escalation point for critical issues
Other duties as assigned

Position Requirements

Strong experience writing and optimizing SQL queries across databases such as Oracle, MySQL, or MSSQL, including data extraction, analysis, and reporting
Solid understanding of Linux/Unix-based systems (e.g., CentOS) and Windows Server environments, including system-level troubleshooting
Hands-on experience or functional knowledge of Advanced Metering Infrastructure (AMI) ecosystems, including billing, reporting, and integration/support of third-party AMI platforms.
Familiarity with utility domain operations, including smart metering, meter data management (MDM), and grid communications
Experience with networking and communication protocols such as SSH, TCP/IP, FTP, Telnet, DHCP, and NTP in distributed environments
Exposure to containerization and orchestration technologies such as Kubernetes and Docker (preferred), with understanding of modern deployment practices
Experience working with production systems in a SaaS or cloud-hosted environment, including monitoring, incident response, and uptime management
Proficiency with incident management and ticketing tools (e.g., ServiceNow, JIRA), including SLA tracking and escalation handling
Demonstrated ability to troubleshoot complex, cross-functional issues spanning application, infrastructure, and network layers
Strong understanding of ITIL principles or support operations best practices (incident, problem, and change management)
Ability to support 24/7 operations, including rotating shifts, on-call coverage, and critical incident escalation
Excellent communication and stakeholder management skills, with the ability to interact effectively with customers, engineering teams, and leadership
Proven ability to work in fast-paced, customer-facing environments while maintaining high levels of service quality and responsiveness
Proficiency in Microsoft Office tools (Excel, Word, Visio, Outlook) for reporting, documentation, and analysis
Willingness and ability to travel up to 25% as required

Education/Certification

College degree in computer science, computer networking, or related field. Related work and or military experience will also be considered
Certifications in the computer field are highly desired (ie AWS CCNA, MCSE, MCP)

Trilliant Values-

PASSIONATE-We find the right solutions for customers and exceed their expectations.

ACCOUNTABLE-We work smart 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.

Customer Support Engineer Utility Solutions