Software Support Engineer

Overview

Job Details

Position: Product Support Engineer
Location: India
Job Type: Full-time

About Trilliant

We are a device-agnostic, integrated, multi-technology communication platform that provides flexibility to balance technical capabilities with financial needs. Trilliant is committed to top-tier solutions that empower our customers and their clients to connect to the world of things.

We are an equal opportunity employer offering comprehensive benefits and compensation packages, including a range of insurance programs. We have dynamic, collaborative workplaces with some of the brightest employees in the world. We invest in people and provide opportunities for our employees to grow alongside our business.

Job Summary:

Trilliant is currently hiring a Product Support Engineer (SE) who will report to the Head of Client Operations. The Support Engineer will be responsible for direct (L2/L3) interaction with Trilliant's clients and channel partners in support of new and existing products in our growing portfolio of utility, IIOT, and wireless networking products. The SE will work closely with development teams to help understand, isolate, and resolve issues. The SE investigates customer-reported problems to develop solutions and resolve production incidents or issues. Unresolvable issues will be escalated to the appropriate engineering team for further investigation and resolution. The Support Engineer will have a global operational perspective with detailed product knowledge and will assist across the organization in support of the installed base.

Key Responsibilities:

• Provide solution support across customer production sites, ensuring compliance with service level agreements (SLAs) for hardware, software, and firmware.
• Act as a point of contact for local program management teams regarding customer issues.
• Collaborate with internal engineering teams to resolve customer issues that could not be solved through issue replication or known solutions.
• Verify customer issues, document steps to replicate, validate solutions, and generally apply fixes/updates or changes to the production environment.
• Monitor and track network equipment and device failures and other anomalies as reported by customers through the issue-tracking system.
• Track all Trilliant products for failure trends and provide feedback to engineering for product improvements or fixes.
• Manage and prioritize all issues in Trilliant’s issue management system.
• Maintain the customer care labs and network environments used to replicate and troubleshoot customer issues.
• Create best-known methods (BKMs), knowledge base articles, troubleshooting reports, and process flow charts.
• Review and update the issue management system daily.
• Perform other duties as assigned.

Qualifications & Requirements:

• Minimum of 5+ years of experience as a Product Support Engineer.
• Knowledge of wired networks, enterprise wireless networks, and data networks (Gateways/Modems/Routers/Switches).
• Familiarity with IEEE 802.11x, 802.15x, and Mesh networks.
• Experience with wireless networking and server maintenance best practices is desirable.
• 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.
• Proficiency in SQL queries with databases such as Oracle, MySQL, or MSSQL and handling CSV files.
• Familiarity with virtual machine environments (VMware).
• Experience with protocols such as SSH, Telnet, FTP, TCP/IP, DHCP, NTP, and remote connection software.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Visio).
• Ability to establish and maintain effective working relationships with management, colleagues, staff at all levels, clients, and external contacts from different backgrounds while representing Trilliant.

Education & Certifications:

• Bachelor's degree in technical sciences, computer networking, computer science, or a related field.
• Relevant work or military experience will also be considered.
• Industry certifications in related IT disciplines are highly preferred (e.g., RHCSA, CCNA, MCSE, MCP).

Trilliant Values:

• Passionate: We find the right answers for our clients and exceed their expectations.
• Responsible: We work intelligently and address problems with urgency to get things done.
• Confident: We plan ahead and collaborate to deliver world-class solutions.
• Energized: We are driven and support the growth and direction of Trilliant.

Equal Opportunity Employment Statement:

At Trilliant, we value diversity and are committed to fostering an inclusive environment. To help us enhance the diversity of our candidate pool and meet reporting requirements, we invite you to share your demographic information voluntarily. Providing this information is entirely optional and will not affect your job opportunities in any way. This information will not be accessed or used during the hiring process.

Demographic Information (Optional):

• Gender:

  • Male
  • Female
  • Non-binary
  • Prefer to self-describe
  • Prefer not to disclose

• Race:

  • Hispanic or Latino
  • Black or African American
  • White
  • Asian
  • Native Hawaiian or Other Pacific Islander
  • Native American or Alaskan Native
  • Two or More Races
  • Prefer not to disclose

• Right to Work:

  • USA
  • United Kingdom
  • Canada
  • Malaysia
  • Singapore
  • India
  • Colombia
  • Other

• Will you need sponsorship to work in the country you are applying for?

  • Yes
  • No

• Veteran Status:

  • Yes
  • No
  • Prefer not to disclose

This version presents the information in a more structured, easy-to-read format, making it clearer for potential applicants to understand the role, responsibilities, and qualifications.

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