Principal Support Engineer Job Description

Principal Support Engineer Job Description

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Principal support engineer provides support backup/recovery of various platforms including Unix (Solaris/Linux), VMware, Nutanix, SQL Server, Office 365, Windows Server, Oracle Database using RMAN, Netapp and AWS EC2.

Principal Support Engineer Duties & Responsibilities

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

Sample responsibilities for this position include:

Working with customer service teams to assess the customer environment, identify the issues, and gather all necessary information for root cause such as system and software information, usage scenarios, log files, screenshots
Independently troubleshoot and root-cause problems
Escalation case tracking and rolling
Creating around-the-world support by collaborating with other Level 2 / Level 3 teams around globally
Reproducing the customer problems in a lab environment, identify the root cause, triage the issues, and pass the request to appropriate engineering team
Providing suggested bug fixes to the engineering team
Looping back to the customer services team to ensure clear communication with customers on action plan, and handle the communication directly with customer
Maintain an overall high level of customer satisfaction
Work on complex problems where analysis of situations or data requires an in-depth evaluation of various factors
Exercise judgement within broadly defined practices and policies in selected methods and techniques to obtain the desired results

Principal Support Engineer Qualifications

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

Licensing or Certifications for Principal Support Engineer

List any licenses or certifications required by the position: DBA, OCP, SSL, TLS, CISSP, ITIL, CCNA, MCSE, MCSA, WPA

Education for Principal Support Engineer

Typically a job would require a certain level of education.

Employers hiring for the principal 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 Computer Science, Engineering, Technical, Science, Communication, Business, Electrical Engineering, Information Systems, Physics, Math

Skills for Principal Support Engineer

Desired skills for principal support engineer include:

Procedures and systems
CA Support best practices
Customer environment
PL/SQL
Backup & Recovery using RMAN
CA products and technologies
Logical and physical design of database
Oracle RDBMS internals
Oracle's current and future products/solutions offerings for the specified Supply Chain area
Performance tuning

Desired experience for principal support engineer includes:

May proactively monitor for downstream effects as a result of the fix
In Depth knowledge of VPN technologies like IPsec, GRE
Adaptability to work on different technologies and products like Avaya ERS 8600, 4500, 5600, Secure Router
ITIL model service delivery, understanding of SLA’s, Contract Penalties
Is identified as a Subject Matter Expert in the discipline
Directs the efforts of others such as project team members and outside resources

Principal Support Engineer Examples

1

Principal Support Engineer Job Description

Job Description Example
Our company is looking for a principal 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 principal support engineer
  • Own the overall responsibility and technical oversight for the planning, organizing, execution, and coordination of continuous improvement projects at key, strategic plastics suppliers
  • Responsible for evaluating technical and regulatory requirements against business needs in development and maintenance of corporate level policies, procedures, and strategies impacting all MD plastics suppliers and contract manufacturers
  • Develop and implement sector-wide electromechanical and other processing related validation policies and procedures
  • Define objectives, develop strategies, and manage resources to achieve goals based upon effective interaction with management/customers
  • Establish and effectively communicate expectations to subordinates to ensure high engineering discipline standards and quality are maintained
  • Manage engineering commitments assigned to the group via schedules (e.g., POW, POD) and tracking systems (e.g., STAR, APS), utilizing the resources assigned, for on time delivery of the desired engineering product(s)
  • Team seamlessly with peer engineering managers to support the larger business objectives or major engineering issue resolutions facing the organization or department
  • Provide leadership and direction to achieve long term improvements for the scope and function of the department
  • Provide guidance, direction and support to direct reports to resolve questions, issues, and other matters ranging from technical to personnel in nature
  • Provide proactive support, including but not limited to
Qualifications for principal support engineer
  • In-depth knowledge of electromechanical assembly plastics is required
  • Strong understanding of the process excellence tool set (LEAN, Six Sigma) with a proven track-record of deploying these tools to improve operational performance is an asset
  • Bachelor's degree in Engineering, Science or related technical degree with 8+ related experience
  • Comprehensive familiarity with facility processes, systems, and equipment
  • Extensive progressive experience in practical engineering knowledge and its application
  • Advanced knowledge of site work control procedures and practices for both maintenance and operations
2

Principal Support Engineer Job Description

Job Description Example
Our company is hiring for a principal support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for principal support engineer
  • Provide technical on-site support in project
  • Manage and prioritize support requests
  • Troubleshoot and maintain IPTV and VOD systems
  • Project implementation (software configuration, troubleshooting, system integration, installation of server applications)
  • Manage IPTV and VOD systems deployments
  • Develop and maintain good relationships with customers by ensuring highest level of customer service
  • Problem-solving orientation and orientation on achieving results
  • Interface with RMS Supplier Tech Councils to ensure FEOTB designs align with low cost approved suppliers
  • Participate in FEOTB Supply Chain cross functional teams and assist supply chain affordability
  • Collaborate on customer cases with the intention to mentor and coach team members exceed customer expectations
Qualifications for principal support engineer
  • Innovative and systematic approach to equipment/process management and improvement
  • Experience with U.S. Navy Shipboard Industrial Stage Testing Ship/Crew certification processes and procedures.-Experience with DDG-1000 class mission system equipment requirements and concept of operation or equivalent complex US Naval combat systems
  • SharePoint 2010 and 2013 administration experience, Office 365 experience a plus
  • Experience providing root cause analysis to diagnose the causes of an incident, propose and institute practices that will prevent re occurrence of the incident
  • Hands on Experience in using web parts, site collections, Office Web Apps, content deployment, InfoPath forms, SharePoint Designer, Business Connectivity Services, managed metadata, site columns, content types, authorizations, workflows, advanced search, master pages, page layouts, content pages, search settings, SharePoint workflows to accomplish business needs
  • Supply Chain Management Functional consultant should have minimum of 4-6 Yrs
3

Principal Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is hiring for a principal 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 principal support engineer
  • Resolve any day-to-day user reported issues escalated from lower tiers of support
  • Confer with management and development teams to prioritize defects/enhancements, resolve conflicts, choose solutions and/or implement improvements
  • Improve applications through various channels, including analysis of existing code, creation of code fixes/enhancements and user-interface improvements
  • Develop solutions quickly and with high quality and coordinate with the developers to ensure they are merged with any active development
  • Provide expert-level knowledge and own your role, conducting deep dives into potential issues with an eye for identifying, solving and correcting problems to limit Customer impact
  • Participate in production releases, working with the developers and QA to determine which issues identified in testing need to be addressed prior to go-live, which will be handled as defects in production and which will be enhancements in future releases
  • Participate in operational readiness activities for new services/applications
  • Perform other duties as assigned by DevOps management
  • Work closely with the technical team and delivery leaders to provide engagements work estimates and drive excellence in functional work
  • Ensures that new services are appropriately captured and put in ACS corporate repository
Qualifications for principal support engineer
  • Governance of Central and Depot based Engineering activities to ensure standardisation in line with best practice and to facilitate learning across projects and platforms
  • Able to demonstrate an ability to plan and deliver engineering projects
  • Strong personal communication and customer service skills previous experience in a customer support environment are essential to this position
  • Ability to work in a fast-paced, entrepreneurial high-tech environment expected
  • Experience in a technical support organization in a Level 3 role
  • Familiarity with Physical verification tools like Calibre DRC/LVS/DFM is desired
4

Principal Support Engineer Job Description

Job Description Example
Our growing company is looking for a principal 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 principal support engineer
  • 5 years of demonstrated success with of our supported technologies (expert level)
  • Act as key engineering interface for day to day plant maintenance and operations
  • Troubleshoot customer found issues, providing root cause analysis for devs along with any workarounds that may allow customer to get around the issue
  • Ability to navigate through a virtual environment setting consisting of both Windows and Linux and possess the research skills and technical knowledge to be able to install, troubleshoot, and maintain various software programs / tools
  • Operations, Administration and Troubleshooting of Data Center Network
  • Partner with with Network Engineering team, and Various IT teams and end users in resolving issues/problems in Data Center
  • Work with External Vendors, log tickets, TAC cases and follow necessary processes to solve issues in given SLA's Follow ITIL process (Change management, configuration management , TTO , Root Cause Analysis and Problem Management )
  • Work continuously on Service improvement process for Data Center Network Operations support
  • Participate in War Room sessions initiated by the Command Center to drive critical issue resolution
  • Willing to be on-call at any time due to the nature of the position
Qualifications for principal support engineer
  • Lead field investigations and prepare presentations when applicable
  • Document product defects and feature requests clearly in the corresponding systems
  • Demonstrate and apply good understanding of knowledge capturing principles
  • Act as a source of knowledge and develop other team members by mentoring new hires and junior TSEs, providing constructive feedback on training needs, deliver knowledge in the form of presentations and technical documents
  • Must be an organization champion by showing corporate interest, superior adaptability and independence demonstrate mastery in approaching technical and procedural questions
  • BS in Computer Science, Computer Information Systems with 6-9 years’ experience, or MS with 5-8 years’ experience, or equivalent experience or degree
5

Principal Support Engineer Job Description

Job Description Example
Our innovative and growing company is looking for a principal 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 principal support engineer
  • Serve as first contact for technical support issues and work through the resolution
  • Lead escalation response
  • Drive elimination of any customer or internal bottlenecks impeding problem resolution
  • Develop ongoing relationship with customer and become their advocate
  • Provide proactive guidance and encourage adoption and assist in deployment of new product releases
  • Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans
  • Collaborate with support management to orchestrate support response beyond the DSEs direct capability
  • Conduct regular reviews (at least quarterly) of service delivery quality, industry threat assessments and solicit feedback on service delivery and product capabilities and quality
  • Manage the logistical aspects of any events, on-sites, or remotely attended customer facing events in order to fulfill Platinum Plus agreement obligations
  • Work with the field to develop sales activities
Qualifications for principal support engineer
  • Knowledge of Applications Servers (BEA, IBM, JBoss, Oracle), XML, HTTP, SSL, HTTP/S, TCP protocols
  • Assisting with escalations from Backup Operations Specialists
  • Experience in a support or technical consultancy function
  • Working knowledge of network protocols (TCP/IP), networking infrastructure
  • Knowledge of SQL will be an advantage
  • Dedicated to the success of customers

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