Support Engineer

Position:
Support Engineer – Remote, Full Time

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.

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.

• 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

• 2+ years of software development experience
• Formal computer science degree
• Development experience on  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

Apply for Support Engineer