Engineer, Technical Support Job Description
Engineer, technical support
provides input to DBA to create and maintain database structures for the database servers (SQL Server, Sybase etc.).
Engineer, Technical Support Duties & Responsibilities
To write an effective engineer, technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included engineer, technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
Upgrade exisiting customers and perform billable project implementations
Troubleshooting and resolving software issues reported by monitoring tools and/or customers (both internal and external) to ensure platform system stability
Project technical tasks -- 75%
Work with other team members to better streamline project and upgrade processes -- 10%
Provide technical support to internal (sales, project managers, business development and engineering) and external customers (DAS VARs, distributors, partners, and OEMs)
Work across the regions and support DCCS customer globally based on the needs
Assist customers with installations and upgrades
Use trouble ticket tool to submit, update, track resolution of customer issues, create a documented closed loop for each customer issue/compliant
Support NPIs in the field
Work with quality to open quality notifications for wide spread or frequent issues
Engineer, Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Engineer, Technical Support
List any licenses or certifications required by the position: CCNA, ITIL, MCSE, CISCO, CCNP, VCP, SSL, RHCE, OS, WPA
Education for Engineer, Technical Support
Typically a job would require a certain level of education.
Employers hiring for the engineer, technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Engineering, Technical, Electrical Engineering, Science, Information Systems, Education, Technology, Communication, Computer Engineering
Skills for Engineer, Technical Support
Desired skills for engineer, technical support include:
Linux
Products and protocols
Networking industry
Basics of SQL
Oracle database
Unix shell scripting
Data manipulation
SQL database query writing
SQL database structures
C++
Desired experience for engineer, technical support includes:
Database skills including SQL, data modeling, and databases
Manage difficult or at times, emotional customer situations
A degree or equivalent qualification in Information Technology or similar
Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking
Strong interpersonal skills, work well in a team environment to work independently and assume responsibility
Proficient in Salesforce or other Enterprise ticketing system (HP PPM/QualityCenter, Manageengine)
Engineer, Technical Support Examples
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Engineer, Technical Support Job Description
Job Description Example
Our growing company is looking to fill the role of engineer, technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for engineer, technical support
- Complete technical review of new item designs and complete cost estimates, pricing and quotes
- Provide technical support and guidance to customer inquiries ensuring that proposed designs align with the manufacturing site capabilities
- Interview customers to collect complete information regarding the technical requirements for their application
- Provide new product opportunities as discovered by dealing with customer issues with a view to patent such products or ideas
- Make outbound calls in response to incoming sales leads, sample requests, and product sales to customers
- Qualify sales leads, provide initial product information, and stage opportunities
- Assist in maintaining the sales lead database, making sure clean handoffs occur between the sales stages
- Work with the global engineering discovery teams that utilize a time-to-market design process
- Establish/maintain direct solid customer working relationships with the requirement of collecting monthly operating data and increasing number of reporting units
- Validate customer operating logs utilizing external and internal data resources to ensure completeness and accuracy of monthly operating data
Qualifications for engineer, technical support
- The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs)
- Microsoft Windows environment configuration, system administration and technical support
- Server, and Desktop Virtualization Solutions (such as VMware, Microsoft Hyper-V, Citrix)
- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
- Fluent reading and writing in Japanese
- BS/BA in Computer Science, Computer Engineering, Information Systems, Information Management, and/or equivalent technical experience
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Engineer, Technical Support Job Description
Job Description Example
Our growing company is looking for an engineer, technical support. 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 engineer, technical support
- Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support
- Perform case resolution on issues that are beyond the level 1 ability to resolve or require changes
- May provide support for select large projects with complex configurations that require coordination across technical support, technical consultants, and on-site support teams
- Advise and coach level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration best practices
- As applicable, serve as final point of escalation within Technical Support model, acting as and important interface between the customer and Engineering
- Identifies opportunities to enhance service and support
- May support multiple product lines
- Exemplifies leadership qualities with the ability to take decisive action to draw the right people into the discussion to make the right decisions
- Obsessed with managing the best customer experience
- Mentors and provides direct feedback to individuals while reporting back to management on progression on customer experience
Qualifications for engineer, technical support
- Escalate issues to appropriate second level teams for further investigation
- Responsible for thorough documentation related to investigation and issue resolution
- Able to prioritize and manage work queue
- Participate in problem management to identify recurring issues
- Basic understanding of computing concepts, such as system/performance bottlenecks, physical and virtual memory, remote computing solutions (Citrix) and networking (OSI Layers)
- Able to work an on-call rotation after hours and/or weekends
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Engineer, Technical Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of engineer, technical support. 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 engineer, technical support
- Update tickets as per the Guide to Support Services
- Utilize and Update Technical Services database, library and training resources as applicable
- Provide information and assistance to any Special projects related to Technical Support
- Manage your relationships with partners, serve as the primary contact and trusted advisor for product functionality inquires and technical support related issues
- Utilize standard support, troubleshooting tools and related technologies to provide issue resolutions in a timely manner
- Utilize online ticketing system to providing concise and detailed information and steps related to the troubleshooting and cause analysis
- Provide in-depth technical support interactions for service delivery over the phone and through written correspondence via email regarding technical issues and escalated problems
- Ensure timely follow-up and resolution of inquiries/issues to meet the partner SLAs (Service Level Agreements) needs, and expectations
- Create online technical content including knowledge base articles and training documents
- Identify and report software bugs and be an advocate for product enhancements
Qualifications for engineer, technical support
- Demonstrated technical skills and ability to learn on the fly
- Functional/Technical skills and ability to work with ambiguity
- Customer relations are essential – meeting and beating customer needs and expectations
- Ability to work in cross-functional teams (technical support, R&D, quality)
- Team player and enjoy working in an international environment
- Ability to address questions/complaints with tact and proficiency
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Engineer, Technical Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of engineer, technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for engineer, technical support
- Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
- Write sample code, blogs and review documentation
- Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
- Be part of the team that conceives and delivers new cutting edge customer support offerings
- Contribute to department attainment of organizational objectives and high client satisfaction
- Passion for handling technical challenges and be goal and results oriented
- Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise mobile applications
- Proven listening, detail-oriented thinking, and creative problem solving skills
- Ability to work in highly collaborative global organization
- Be open to flexible schedule in a 24/7/365 support environment
Qualifications for engineer, technical support
- 10 years of experience in Defense and/or Intelligence Community satellite reconnaissance programs
- Be responsible inresolving technical issues and providing support to stakeholders
- Be responsible inhelping to improve reliability,stability and scalability challenges with other engineering teams
- Resolvetechnical issues that cannot be resolved through normal operations andmaintenance procedures and provide leadership on outage calls in order to driveissue resolution and limit impact to the user
- Collaboratewith the Engineering, Product Development, and Customer Service teams as requiredin order to drive long-term product improvements
- Participatein “standby” on an as needed basis to ensure that expert level support isavailable on a 24×7 basis
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Engineer, Technical Support Job Description
Job Description Example
Our company is growing rapidly and is hiring for an engineer, technical support. 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 engineer, technical support
- Work closely with our engineering and product management teams to communicate customer needs, issues, and trends to successfully use Vormetric products
- Identify and champion product enhancement requests as customer advocates
- Create knowledge and support articles, webinars, white papers, and other materials that help customers use Vormetric products
- Support of Vormetric and partner programs and events
- Responsibilities will include a broad range of areas of support such as client/desktop systems deployment and administration, mobile device and print management, high-end executive level in-person and phone support, knowledge management, personal solutions consulting, participating in project implementation, technical training and security administration
- Other duties include QA, documentation, and training on desktop and applications solutions
- Perform administration for IT services as appropriate and required including user accounts, file/print, backup/restore, virtualization, storage, e-mail
- As a member of the infrastructure team this individual will be providing support for hardware devices, systems and network under Campus Services portfolio, work under the guidance of technical leads in the infrastructure team, coordinate system hardware and software upgrades, monitor, troubleshoot and resolve requests
- Provide 24/7 support to ensure that customer service levels are met
- Identify the cause and effect of system problems
Qualifications for engineer, technical support
- Familiarity with working via online tools like Zendesk, Google Calendar, Webbased email, etc
- Knowledge on how to debug basic mobile hardware and software issues
- Fluency in both English and the local native language such as Malay, Chinese,Tagalog, Thai or Vietnamese
- Able to work as an individual contributor part of a team
- 2 years’ experience with server hardware and Microsoft Windows Server operating systems
- 1 year experience with Desktop Operating systems