Position: Product Support Analyst X2
Location: Concord, ON

Summary The Product Support Analyst is responsible as part of the regional support team to handle, investigate and resolve customer enquiries and technical issues in a timely and professional manner through a structured and agreed methodology and in accordance with contractual service level agreements. Establishing and maintaining an effective and proactive approach to Service Management with the customer.

Essential Functions

• Initial review/clarification of the details of each issue when it is reported.
• Soliciting further information from the customer, where necessary, to refine Trilliant's understanding of the issue.
• Undertaking technical analysis of each issue.
• Using specialist product knowledge to provide advice on further diagnostic procedures that the customer should undertake.
• Communicating with the customer in a clear, courteous, and professional manner.
• Recording all customer communication for each issue in the issue log.
• Advising the customer on immediate remedial actions that can be undertaken to re-establish "business as usual" service.
• When escalating issues, ensuring that all supporting evidence has been received and is available to the escalation engineer.
• Keeping track of open issues; both escalated and waiting on customer.
• Responding to issues within SLA targets.
• Alerting the Manager if an issue is likely to breach SLA targets.
• Assisting the Manager in gathering metrics for management and customer reporting.
• Maintaining product knowledge and keep abreast of the content of forthcoming patches and releases.
• Ensuring that Trilliant are a valued and proactive business partner to our customers
• Collaborating with the Trilliant team and customer for ideas and process changes to improve the overall customer experience

Education & Certification

• University Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering, Electrical engineering, or related field.

Position Requirements

• 5+ years of work experience as a Systems Analyst, Support Analyst, Product Support Analyst, Customer Support Engineer or similar.
• University degree in specified discipline.
• Prior experience supporting applications on Linux (should be familiar with basic Linux commands, shell scripting, services, and utilities), OS installation is a plus.
• Strong understanding of Oracle and MySQL relational database architecture.
• Strong web application experience including installation, configuration and troubleshooting skills.
• Strong knowledge of Apache web server, Tomcat, SQL, Perl, shell scripting, and Java in a Linux OS environment.
• Proficient in Structured Query Language (SQL), PL/SQL Block in Oracle/MySQL.
• Understanding fundamentals of network architecture and TCP/IP communication.
• Knowledgeable in software development lifecycle, software QA processes, IT change management and issue and problem management.
• Ability to establish and maintain effective working relationships across the organization with customers, solution partners and outside consultants.
• Proven strong analytic and problem-solving skills including use of tools, techniques, and best practices.
• Excellent written and verbal communication skills are required (Sample requested).
• Strong experience in Microsoft Office applications such as Excel (data analysis), Word, Visio, and PowerPoint.
• Utilities industry experience and understanding of Smart Grid / AMI / IIOT nice to have.

Personal Attributes

• Highly motivated and able to work independently towards long term goals, undertaking personal initiatives to learn and advance one's own understanding of Trilliant's hardware and software products
• Demonstrate a commitment to continuous learning regarding the installation, configuration and operation of the hardware and software components that make up an AMI network.
• Have the discipline to capture and record lessons learned from troubleshooting and support experiences for knowledge transfer to other staff and the development of knowledgebase material and documentation
• Ability to demonstrate an appropriate sense of urgency when responding to issues according to defined service level agreements.
• Ability to multi-task on various projects with tight deadlines and to establish mutual agreed upon priorities