Customer Support Engineer Job Description
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:
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:
Desired experience for customer support engineer includes:
Customer Support Engineer Examples
Customer Support Engineer Job Description
- 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
- 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
Customer Support Engineer Job Description
- 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
- 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
Customer Support Engineer Job Description
- 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
- 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
Customer Support Engineer Job Description
- 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
- 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
Customer Support Engineer Job Description
- 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
- 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