Job Title: Support Engineer

Company Name: Brillion

Job Url: https://jobs.gusto.com/postings/powering-a-sustainable-future-support-engineer-582c2f2e-adbc-4e58-a6cd-23728c6ba21b

Job Description: POWERING A SUSTAINABLE FUTURE.
Support Engineer
Remote · Full time
Apply for Support Engineer
We are looking for a smart, creative, and resourceful person to fill our Tier 3 Position. This position will provide quality, development and professional product support to Brillion AMS team as well as other customers that results in a high degree of Customer Satisfaction. This position includes assessing, documenting and resolving high level technical customer issues, when normal support avenues fail. This person will help with routine inquiries of a technical nature and handle problem resolutions that require follow-up and/or working with the development team on higher level issues within the team.

About Powering a sustainable future.
Brillion provides software solutions that empower energy providers to spark customer attention and participation to drive a clean energy future. Our team is passionate about delivering high-quality solutions that meet the evolving needs of our customers. Through Brillion, utilities can finally turn every customer relationship into a true partnership. From better bill explanations to smarter program workflows, we make it easier to get everyone working together to meet your goals.
Description
Support Responsibilities

●     Provide ongoing Tier 3 support to Eversource and others as required

●     Provide ongoing support to our ECOiQ integrations

●     Act as a customer advocate, triaging and resolving issues on the Brillion platform

●     Identify, assess criticality, and prioritize issues as they are assigned to you

●     Monitor, document, and manage the resolution process in a timely manner, while effectively communicating status to the team or the customer to maintain a high rate of satisfaction

●     Perform support and analysis tasks within the frameworks of established SLAs

●     Perform other duties and responsibilities as assigned

●     Meet and exceed current high rates of satisfaction

 

Qualifications desired

2+ years of software development experience 
Formal computer science degree 
Development experience on Salesforce.com platform is a big plus 
Must understand general software engineering fundamentals, such as: 
-      Object-oriented programming 

-      Code modularity and abstraction 

 

Working knowledge of one or more common programming languages, such as Java, PHP, C/C++, C#, VBScript, JavaScript, Python, Perl, etc.   
Working knowledge of HTML 
Bonus points for knowledge of SF development 
●     2 – 3 years of Helpdesk/Call Center experience preferred

●     Exceptional customer service skills

●     Strong problem-solving/troubleshooting skills

●     Professional and effective communications skills – both verbal and written.

●     Ability to effectively interact and maintain professionalism with customers at all levels via phone and email

●     Effective multi-tasking/organizational skills

●     Must be able to work autonomously, as well as with a team

●     Ability to perform duties and responsibilities independently

●     Strong time management, multitasking, and organizational skills

●     Ability to understand and articulate technical concepts and derive solutions

●     Positive, customer-obsessed attitude and solution-oriented outlook

●     Able to train and support level Tier 1 and Tier 2