Customer Support Engineer Job Description

Customer Support Engineer Job Description

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Customer support engineer provides telephone and in person technical support, problem solving and troubleshooting for faculty, and staff computers, including Windows OS, Mac OS, Android, iOS and Windows Mobile.

Customer Support Engineer Duties & Responsibilities

To write an effective customer support engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included customer support engineer job description templates that you can modify and use.

Sample responsibilities for this position include:

Report potential quality issues via the Caliper corrective action process
Direct maintenance and repair of multivendor Life and Analytical Sciences products, validation services, IQ/OQ, and service agreements
Drive repeat purchases and long term satisfaction by best-in-class responsiveness and professionalism in all customer interactions
Support Customer acceptance visits as identified by Team Leader
Transact business (notifications, service orders, quotations ) on SAP
Operational Excellence –Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues
Delivers Quality, Value, Results –Applies deep customer service and product skills to quickly determine the nature of the customer issue and identify an appropriate course of action
Relationship Building –Builds strong working relationships internally in order to collaborate on solving customer issues
Delivers Quality, Value, Results –Demonstrates solid customer service and technical skills in addressing issues and quickly escalates problems that are beyond their capability to more senior team members
Products – some roles may have a specific products/product area that they support vs

Customer Support Engineer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Support Engineer

List any licenses or certifications required by the position: CCNA, R&S, CCNP, ITIL, CCIE, TLS, SSL, VCP, CCOS, CISCO

Education for Customer Support Engineer

Typically a job would require a certain level of education.

Employers hiring for the customer support engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Engineering, Technical, Computer Science, Electronics, Science, Electrical Engineering, Chemistry, Education, Military, Associates

Skills for Customer Support Engineer

Desired skills for customer support engineer include:

Computers and Windows OS
Electronics
Hydraulics
Semiconductor processes
Relevant software
Pneumatics
Products and protocols
Customer’s site safety code
Laboratory safety practices as defined by the Company
Networking industry

Desired experience for customer support engineer includes:

At least 5 years of experience preferably in a customer-facing position
Experience interacting with customer or in a client facing role
In depth understanding & knowledge of various switching protocols
Troubleshooting various MPLS & its application related issues
CCIE-SP/Wireless/Routing& Switching Lab Certified Mandatory
Detailed understanding of UMMT and IPMPLS/Wifi & protocols

Customer Support Engineer Examples

1

Customer Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer support engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer support engineer
  • ACS server system KPI monitoring and reporting with AAA reports, providing top authentication failure with reasons
  • Handling Config, Incident & problem management for respective product
  • We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars
  • Use skills to successfully negotiate and resolve issues which may arise
  • Strive to meet published service level objectives, with balanced response times – due diligence and fast response
  • Have a basic level of understanding customer systems and configuration requirements, analyse problems, identify defects and recommend solutions
  • Inform customers of status updates and providing solution(s) as they become known in a professional timely fashion over the lifetime of the service request
  • Set customer expectations appropriately and accurately is paramount
  • Communicating and offering advice on the suitability and benefits of different products at all levels
  • Phone support for overseas and subsidiary staff
Qualifications for customer support engineer
  • Ability to communicate in English effectively both verbally and in writing required
  • Or equivalent level of demonstrated networking knowledge or experience including TCP/IP and Routing Protocols
  • In-depth Knowledge of Routing Protocols BGP, MPLS, and OSPF
  • 5 + years experience providing technical support for enterprise software solutions OR Linux System Admin
  • Knowledge on Database and Data structure, SQL, XML
  • Experience of troubleshooting different kinds of APIs, Restful API, SOAP
2

Customer Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer support engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer support engineer
  • Support DPHM engineering on new product development as it relates to the aircraft interface and system functionality
  • Report and correct installation problems relating to airframe or engine interference, electromagnetic noise, and/or sensor interface problems
  • Support company development efforts with hardware prototyping and test
  • Help debug manufacturing and field installation problems, providing full documentation of cause, effect and corrective action
  • Develop internal procedures for performing repairs in accordance with FAA and ISO requirements
  • Create new diagnostic system configuration files for each aircraft/engine application and for all the various options / customizations accounting for aircraft avionic system differences
  • Revise configuration files as required to support new options and or data sources and test and document system configuration files for traceability
  • Using on the job training, team members provide second/third level technical support for MDS product line, FC/FCoE technologies on Nexus switches, DCNM and IBM legacy features
  • Support SERVOR Service process and ensure optimal performance in all process activities related to within his/her area of responsibility
  • Ensure proper use, calibration and maintenance of tools & test equipment and report the usage on any related service
Qualifications for customer support engineer
  • Basic understanding of the after sales business
  • Experience in reading technical drawings
  • Experience with IT tools, for example MS Office and SAP, and readiness to learn new tools
  • A customer oriented approach with good team working skills
  • 2-3 years relevant field service experience with a demonstrated ability to manage the service needs of assigned primary accounts
  • Ability to build strong customer relationships through courteous customer interactions and a proven self-motivational work ethic
3

Customer Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer support engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer support engineer
  • Responsible for parts returns and administrative duties such as maintaining tracking and inventory systems
  • Monitor system tracking/error logs daily and bring any problems to attention appropriately
  • Able to identify and explore potential impacts of fixes or other remedies
  • Communicates clearly with other team members and management
  • Able to work with multiple customers and build strong relationships
  • Perform Trouble Shooting for customer issues in house and in customers’ network
  • Implement SW scripts for troubleshooting, customer data collection and network configuration
  • Execute Product Deployment activities and Perform test activities in customer networks
  • Perform the agreed periodic and proactive maintenance and operations activities at customer installations
  • Act as the first point of contact for issue management at the customer site
Qualifications for customer support engineer
  • Relevant multivendor (HPLC, GC, Spectrophotometer, and other general lab equipment)
  • Field service or in-house service experience with a demonstrated ability to manage the service needs of external/internal customers is highly desired
  • Operation and/or Service experience with Chromatography and Spectrophotometry is highly desired
  • Valid driver's license and ability to travel with overnight stays is required
  • Additional service skills on other products (LC) is a strong plus
  • Expertise on the GE Biocore product line
4

Customer Support Engineer Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer support engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer support engineer
  • Mentor and train less experienced Service Engineers
  • Drive continuous improvement programs and projects for both customers and Brooks to resolve issues
  • Initiate, evaluate, and document new processes or improvements to existing processes
  • Create reports, project plans, training plans, certification matrices and other documentation as required
  • May be required to work in a Clean Room environment wearing a full clean room suit according to customer requirements
  • Assist in developing AUV product documentation
  • Assist in developing AUV specifications
  • Assist in validation of AUV payloads and behaviors
  • Assist in developing and improving AUV training materials
  • Develop and verify customer specifications, conduct operator training, and participate as a company representative during demonstrations and field exercises with existing and potential new customers
Qualifications for customer support engineer
  • Position is field based
  • Service sale and Service marketing support, regulatory support (IQOQ, White paper, DMF)
  • Experience with LC, Liquid Handlers, Rotovaps, Centrifuges Lyophilizer's, Biologic Instruments, Cell Sorters preferred
  • Laboratory or service experience in analytical and/or life science equipment is extremely helpful
  • Mastery level knowledge of windows operating system and its components
  • Practical experience with Disk Array setup and configuration
5

Customer Support Engineer Job Description

Job Description Example
Our company is looking for a customer support engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer support engineer
  • Coverage of and response to live inbound telephone calls
  • Technical troubleshooting, analysis, diagnosis, and resolution of issues
  • Issue replication / duplication
  • Research into workarounds and solutions
  • Documentation of activities and findings in a case tracking tool
  • Maintain product knowledge and proficiency
  • Knowledge transfer via technical documentation such as Tech Notes, WebEx's, Articles, White Papers, Knowledge Objects
  • On rare occasions the position may require travel to receive or to provide training or to visit a customer site for troubleshooting purposes
  • Other duties or special projects may be assigned
  • Support customer acceptance visits as identified by the Team Leader
Qualifications for customer support engineer
  • Experience interacting with customers/partners or in a client facing role
  • Programming skills (Python, Linux, Shell Scripting)
  • Troubleshooting experience using wireshark, tcpdump, finisar or other protocol analyzers
  • Target attributes
  • Experience with web site content selfmanagement tools (e.g., Jive Software)
  • Detailed oriented and driven to complete committed assignments on time

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