Trilliant Inc.

Redwood City, CA, 94061, USA

The Support Engineer is a direct resource to answer internal and external client technical inquiries via telephone and email.  The Support Engineer must have the ability to effectively communicate to both clients and internal personnel while working under pressure and within time constraints. The Support Engineer documents client calls in the service request database; provides troubleshooting resolutions; identifies replication steps; ensure client expectations are properly managed and resolves technical issues in a timely manner. The Support Engineer is a Tier-2 support resource and is generally able to close customer issues related to application configuration and setup parameters. The Support Engineer will Administer SharePoint and Numara Footprints Helpdesk software for customer facing Web portals.                                                                    ESSENTIAL FUNCTIONS   ?         Coach and assist customers and Tier1 team in utilization of Tier-1 support tools ?         Document solution architecture within a commissioning handover document ?         Test and debug applications and interface errors in order to establish root cause of problems ?         Document root cause of errors and work with development teams to resolve ?        

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