Customer Support Engineer Resume Samples

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A Reichel

Afton

Reichel

441 Corkery Road

Los Angeles

+1 (555) 780 8099

441 Corkery Road

Los Angeles

Phone

p +1 (555) 780 8099

Experience Experience

Houston, TX

Customer Support Engineer

Houston, TX

Stark LLC

Houston, TX

Customer Support Engineer

Work with team members and management to identify and assist in development or improvement of process and/or Customer/Partner/Employee training opportunities
Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis
Respond to network management system alarms according to established processes
Own and manage personal caseload and perform callbacks and case follow through as defined by the Case Management Guidelines
Provide input to product line management and development team members regarding customer priorities and product deployment use cases/applications
Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer
Gather and analyze key metrics data for repair effectiveness and quality, develop improvement plans and guide actions to improve KPI’s

Chicago, IL

F Customer Support Engineer

Chicago, IL

Gleason Inc

Chicago, IL

F Customer Support Engineer

Provide internal organizations recommendations for part design improvements
Identify process shortfalls and implement process improvements for continuous process improvements for the MCS&S programs
Develop, improve, and review with supervision existing and new MAP topics on a continual basis
Travel to assist customers on-site
Provide recommendations for changes to TOD source data
Provide customers with interpretation of Technical Order Data (TOD)
Identify logistics issues and provide input for inclusion into various P&W proprietary systems

present

Dallas, TX

Senior Customer Support Engineer

Dallas, TX

Bednar-Spinka

present

Dallas, TX

Senior Customer Support Engineer

present

Familiarity with tools & practices of the trade such as case management, knowledgebase, defect & escalation management
Participate in delivery performance review meetings with the customer (End to end delivery performance towards the customer)
Identify service beyond contract i.e. work with identifying new business opportunities and address those through established channels
Good working knowledge of software development process is a big plus
Interacts across TAC (Technical Assistance Center) teams and development teams at peer level
Carry out system performance tuning, security measures, performance monitoring, capacity monitoring, and troubleshooting and recommend upgrades when necessary
Create test cases and test documentation for internal use

Education Education

Bachelor’s Degree in Engineering

Iowa State University

Bachelor’s Degree in Engineering

Skills Skills

Solid knowledge of electro/mechanical device repair with attention to detail
-Solid knowledge of electro/mechanical device repair with attention to detail
Demonstrable basic knowledge of key products such as Telephony, Voice over IP, Public Switched Telephone Network, Internet & Cloud computing
Demonstrable basic knowledge in iOS, Android and Blackberry Mobiles
Ability to work with Engineering architects to influence serviceability and usability design
Good knowledge of OOP concepts. Ability to write or analyze code in one of the following programming languages: Java, JS, Python or Ruby
Adhere to all processes and methodology for Knowledge Centered Support. Create knowledge content for the Knowledge base
You will handle workload and other assignments efficiently while being able to resolve time-critical situations reliable and professionally
Scripting knowledge – ability to develop scripts (using scripting language such as Python / Powershell ) to automate routine procedures strongly desired
Good knowledge on RADIUS AV-Pairs, Command shell profiles

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15 Customer Support Engineer resume templates

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Customer Support Engineer Resume Examples & Samples

Field customer support requests (telephone, web, email), perform problem determination, and deliver solutions
On-Call (rotation) for Support for Critical Issues (scheduled in advance)
Track open customer issues, communicate status to customers
Interface with engineering to develop and test solutions
Work with engineering to install and test new versions of products
Follow up with customers to verify solutions are successful
Summarize, communicate and escalate customer experiences
One or more years' experience providing technical support for enterprise software solutions
Experience with Windows administration
Excellent phone and email skills, positive customer-centric attitude
Ability to multi-task and quickly shift contexts
BS in information technology related field
Experience supporting products with TCP/IP and SNMP networking components
Experience with: Python, Java, Zope, MySQL, WMI
Experience with systems and network monitoring tools

F Customer Support Engineer Lift System Hardware Resume Examples & Samples

Act as integration focus between field and Lift System supplier for field issues
Lead field investigations and drive corrective action
Develop and present to field customers a Maintenance Awareness Program focused on F-35B lift systems and main engine topics
Demonstrate a sense of urgency by supporting Field Service Representatives and customers at US Bases and non-US locations, and program management
Author Position Papers to convey Pratt & Whitney's technical and logistical recommendations to the Field upon resolution of complex technical issues
Develop logistics plans and implement corrective actions
Coordinate teams that are sent out to customer locations for special inspections, data collection, and evaluation of designs
Drive customer satisfaction by influencing the design for supportability, maintainability, and life cycle cost
Develop maintenance procedures and coordinate with customer for incorporation and updates
Present major issues and propose solutions to internal management team and external customers during high level meetings
Support and present monthly/quarterly to the F135 internal safety meeting
Coordinate and present technical issues in support of customer conferences
Support the forecasting of hardware usage rates at Flight Line, Depot and Intermediate Maintenance
Lead the CIPT and provide support for system activities in developing and executing field implementation plans for new configuration hardware
Coordinate activity to resolve issues affecting engine readiness and customer satisfaction

Customer Support Engineer Resume Examples & Samples

Support and assist all CFT resources (Tier 1 and Tier2), help them in performing their daily tasks effectively. Provide on floor support to all engineers
Act as first point of escalation for all internal , external escalations from customer’s and external stakeholder’s
Perform work allocation to all engineers staffed in shift as per incoming volume and availability
Provide and coordinate training’s for all new hires in team
Perform service observe and case audits on a weekly basis and provide feedback to respective manager’s. Assist in maintaining call and case quality figures
Participate in Day 1 calls and engage in onboarding of new Customer’s. This involves preparing MAC checklist, Connectivity procedures and checking tools readiness
Support SDM’s and Managers on a day to day basis
Ensure no calls are abandoned during shift and all cases are being worked upon in shift
Monitor all Tier 1, Tier 2 tasks and ensure smooth delivery of operations
Check availability of engineers in shift and provide feedback to managers

Customer Support Engineer Resume Examples & Samples

Routing and Switching Technology
MPLS and its advanced topics like L2VPN , TE etc
Platform 7600 , GSR , ASR903 and ASR9k
Individual should have the ability to drive Priority Calls (Network Down Situation) with internal and external stakeholders. Also should have the ability to deliver on time Network Problem Resolution (Restoration of services) and provide Root Cause Analysis to Customer
Trending Analysis relating to HW and SW defects
Strong presentation skills
Deliver Training to customer
Work closely with Accounts team for Operational Business Review and Quarterly Business Review
Knowledge sharing within Team
Strong understanding of business impact of technology on customer network
Be able to articulate value-add to customer
Participate in Innovation and excel for business prospects

Customer Support Engineer Resume Examples & Samples

Good knowledge of LAN switching protocols and technologies. Specific expertise on Nexus Switches
Troubleshooting experience in multi-vendor platform and large Scale Network Architecture
Working knowledge of Desktop protocols and Windows technologies (Active Directory, WINS, DNW, DHCP servers, etc)
Strong analytical and troubleshooting skills, with the ability to handle critical customer issues/problems, and proven crisis management skills
Able to determine problems and deliver known solutions with a high level of customer satisfaction
Provide systems/product training
Acts as a focal point for large account network problem resolution
Acts as a technical expert. Provided support on a world-wide basis
Receives minimal supervision
Receives no instruction on routine work and general instruction on new assignments
Ability to analyze, use and configure small to medium networks
Proven crisis management skills
Typically interfaces with lower level CSE's, VARs, OEMs & end-users & internal engineering departments. Impact is major
Works on problems of diverse scope where analysis requires evaluation of identifiable factors
Applies known solutions to solve problems

Customer Support Engineer Resume Examples & Samples

Reports to Manager, Technical Services
Acts as a single point of contact for high impact, large accounts
Issue resolution through technical troubleshooting, escalation and management
Facilitates collaboration between Cisco and other vendors to address and resolve issues
Works on complex problems where analysis requires in-depth evaluation of multiple factors within the customer environment
Provide systems/product training to customers, and contributes towards building a knowledge base to help customers and internal stakeholders consume new DC Architecture solutions
Drive quality into the product through engaging with engineering teams and Business Unit
Provide effortless and proactive service to the customer at all times
BS in CS/EE or equivalent plus 2-5 years of engineering experience
Prior Remote customer support experience is preferred
Demonstrates good understanding of routing and switching. (Ideally CCNP R&S or CCNP Data Center. CCIE or equivalent external certification a bonus
Experience or Certifications in different technologies is an advantage
Strong customer focus and advanced customer handling skills
Excellent verbal communication skills - these skills are essential for this engineering role as some work being done is through remote communication
Very strong Problem Solving skills and ability to determine root cause, including previously unknown problems
Ability to drive recreates remotely - Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve
Strong teamwork and collaboration skills. Able to work effectively with and collaborate with other workgroups
Good verbal communication, interpersonal and presentation skills
A innovative mindset and the ability to work within an undefined space
Demonstrate curiosity to learn
Be able to adapt to a fast-paced environment
Good organizational skills. The position requires that the Engineer is able to prioritize their workload and manage customer commitments

Customer Support Engineer Resume Examples & Samples

2+ years with one or more Optical skills (SONET, DWDM, OC, SDH, ML, MSTP, etc)
2+ years working knowledge of Networking industry, products and protocols
Exposure on NMS platforms
Exposure on scripting
Strong analytical and troubleshooting skills
Ability to work effectively with and provide guidance to other members of the workgroup
Experience with handling critical customer issues/problems
Working with cross-functional teams
Previous Customer Support experience
Database experience (Oracle, SQL, Sybase)
Unix experience
CCOS certification (either SONET or SDH)
CCNA, CCNP or higher networking certification

Customer Support Engineer Resume Examples & Samples

To drive customer satisfaction and takes ownership for customer success
To fully identifies and resolves issues identified within the case
To apply known solutions to solve problems
To works on problems of moderate scope and complexity that require more analysis and inquiry
To expand product knowledge and to learn how the product is supposed to work
To develop technical skills and knowledge, advancing beyond the fundamentals in at least one area
To effectively seek assistance from other CSEs for problem resolution when required
To assist other CSEs with problem resolution when possible
To submit bug in collaboration with senior engineers, including all required related information
To build and utilize basic to moderate complexity lab setups to duplicate and resolve problems
To receive moderate supervision
To follow established procedures
To receive general instructions on routine work and detailed instructions on new assignments
To interfaces with customers, Partners, field personnel, and internal engineering departments
To shares information and communicates clearly with team members to improve team effectiveness
To process faulty device replacements requests
To use methodical troubleshooting techniques
To research solutions from multiple sources, apply those solutions to successfully resolve customer’s issues
To document the work for future reference in Cisco’s case management platform
To work after-hours/weekend on-call as required
To Demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge
To develop technical skills and knowledge, advancing beyond the fundamentals in at least one area specifically in NMS technologies

Application Centric Infrastructure Customer Support Engineer Resume Examples & Samples

Provides second/third level technical support for ACI (Application Centric Infrastructure)
Data Center Cloud Services Support
Acts as a technical expert and provides support on a world-wide basis
Extensive working knowledge of Data Center, Cloud and Virtualization industry, products and protocols
Able to determine problems and deliver solutions with a high level of customer satisfaction

Customer Support Engineer Resume Examples & Samples

Provide phone/email/fax consultation to independently debug complex product problems
Acts as a technical expert
Provides support on a world-wide basis
Working knowledge of Networking industry, products and protocols
Minimum 2-5 years experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering different routing protocols
Should have some level of system knowledge and knows how to troubleshoot routing issues, IGP (RIP, EIGRP, OSPF, ISIS ) and Multicast( L2/L3 MPLS VPN) issues
Ability to handle critical customer issues/problems
Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors
Exercises judgment within defined procedures to determine appropriate action
Interacts across TAC teams and development teams at peer level
Promotes and solicits ideas within project team(s)
Typically interfaces with lower level CSE's, VARs, OEMs end-users internal engineering departments
Flexible: very able to adapt to a changing environment (essential)
Autonomous worker with team spirit (essential)
Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
Out-of-the-box thinker (essential)
Able to take initiative and drive change (essential)
Performs well under pressure and in disruptive environments where priorities can change in response to customer demand(essential)
Capacity and passion to the customers. Good customer engagement (essential)
Team player (essential)

Customer Support Engineer Resume Examples & Samples

Document knowledge base content from learnings and case work.-Interacts across TAC teams and development teams at peer level. -Receives minimal supervision and receives no instruction on routine work and general instruction on new assignments. -Typically reports to Manager, Technical Support
Typically interfaces internally with CSEs, SEs, NCEs, and internal engineering departments. Required Skills: -Working knowledge of Networking industry, products and protocols
Good knowledge on WAN Layer1,2 technologies
Sound knowledge on Routing protocols
Sound knowledge of Cisco platforms ranging from SOHO till higher end products like ASR,ESR10000,GSR12000,7600 etc
Analysing various network protocols using Wireshark sniffers etc.-Strong analytical and troubleshooting skills. -Proven crisis management skills and ability to handle critical customer issues/problems. -Able to determine problems and deliver known solutions with a high level of customer satisfaction. -Ability to determine root cause and resolution for previously unknown problems. -Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors. -Successful at exercising judgment within defined procedures to determine appropriate action. -Good verbal and written communication skills. -Ability to work effectively with and provide guidance to other members of the work group. -Promotes and solicits ideas within TAC team(s). - Cisco Certification CCNA/CCNP/CCIE desirable but not mandatory. -BS in Computer Science recommended. -2-5 years related experience

Customer Support Engineer Resume Examples & Samples

Provides second/third level technical support for Routing Protocols technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers
CCNP or Written-CCIE certification is a MUST, Full CCIE desired. Or combo of certification and work experience
Routing/Switching - Strong Analytical and troubleshooting skills with Routing/Switching across Cisco platforms
Candidate must have at least 4-5 years of Networking industry experience and knowledge, products and protocols
Demonstrated proficiency in the following technologies: TCP/IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS, Multicast, MPLS
Good verbal communication skills
Typically requires BS in a technical field (CS/EE preferred)or equivalent plus 4-5 years related experience. MBA/Masters preferred

Apjc Customer Support Engineer Technical Assistance Center Resume Examples & Samples

Provide second line phone/email/fax consultation to independently debug complex product problems
Act as a technical expert and provides systems/product training on a world-wide basis
Act as a focal point for large account network problem resolution
Act as a technical expert. Provided support on a world-wide basis
Typically interface with lower level CSE's, VARs, OEMs & end-users & internal engineering departments. Impact is major
Work on problems of diverse scope where analysis requires evaluation of identifiable factors. Applies known solutions to solve problems
Demonstrate an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge
Crisis management skills
Excellent written and verbal communication in both English and Chinese, interpersonal and presentation skills
Self-motivation, have strong sense of responsibility & team work spirit
Cisco Certified Network Associate (CCNA) desired
TCP/IP Knowledge will be plus
Programming Skill

Customer Support Engineer Resume Examples & Samples

Work Location: Bangalore Only
Shift: Day Shift
Years of experience: 5-10 Years

Customer Support Engineer Resume Examples & Samples

Provide advanced technical support for customers, VARs, and Distributors via telephone and email
Logging and resolving customer tickets
Absolute passion for customer satisfaction
Advanced troubleshooting skills and diligence
Advanced networking knowledge (strong understanding of switches, routers and firewalls)
Advanced knowledge of standard protocols such as HTTP, SMTP, DNS, FTP, SSH, TCP/IP
Experience involving customer exposure element
Good technical foundation in networking (CCNA equivalent level or above) is required
Strong attention to detail and follow-up
Experience with deploying physical product or security appliance is of advantage
Experience in working with Beta products a plus
Bachelor degree - higher degree is a plus
Fluency in English (additional language proficiencies are a plus)

Contact Center Customer Support Engineer Resume Examples & Samples

Provide second/third level technical support on a worldwide basis via phone, email, web and remote access to customer sites where Cisco Unified Contact Center and other Cisco call center applications are deployed
Determine methods and procedures for solving complex technical issues encompassing hardware, software, and networking
Function as a technical resource and focal point for large customer accounts with multiple concurrent technical issues
Formulate technical action plans for analyzing and resolving end-to-end solutions
Generate clear and concise documentation in the form of case notes, technical tips, and white papers
Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills. - Provide systems/product training
Provide guidance & leadership to less experienced engineers
Provide support on a world-wide basis
Expertise in any technology areas of Cisco Collaboration
UCCX, CCX Packaging, IVR, ACD, CTI, High Availability, Deployment models, outbound IVR, Agent and Supervisor desktop, Historical Reporting
UCCE, PCCE, ICM, CVP, PG, Enterprise, Outbound Dialer, IP-IVR, Central Controller, EIM/WIM, CUIC, AW/HDS
2+ years administrator level knowledge of either Microsoft Windows or Unix
2+ years working knowledge of networking industry, products and protocols
2+ years MSFT SQL server
2+ years MSFT operating system troubleshooting
2+ years MSFT operating system security modeling/design, implementation and troubleshooting
2+ years dealing with voice solutions
Ability to communicate effectively both verbally and in writing
Ability to determine problems and deliver known solutions
Ability to work effectively with and provide guidance to other members of the work group
Previous customer support experience
CCNP, CCVP, or CCIE Certification in any subspecialty
This position will reside in RTP, NC

Europe Customer Support Engineer Services Resume Examples & Samples

Must be able to legally live and work in Belgium , without visa support or sponsorship
Bachelor’s or Master’s degree in engineering (Computer Science, Electrical Engineering or similar)
Good technical foundation in networking (CCNA equivalent knowledge)
Other technology or product knowledge, experience or certifications in the following areas are a plus: voice, security, routing, switching, Network Management, Microsoft, Linux
Ability to communicate in English effectively both verbally and in writing
Passion and demonstrated ability to learn and work in a multicultural team environment
Ability to work independently and in a team in order to achieve common goals

Customer Support Engineer Resume Examples & Samples

Logging and resolving customer calls
Work with customer to understand their concerns
Triage/root-cause the problem
Provide status to the customer and sales team (as necessary)
Submit Bug reports to Engineering
Submit Enhancement requests to Product Management
Track problems until they are resolved to the customer’s satisfaction
BS/BA degree required, with 2 or more years related experience
CCIE is preferred

Sp Mobile Customer Support Engineer Resume Examples & Samples

Troubleshooting technical issues with customers who work in a 24x7 service environment
Interfacing with other departments and vendors to resolve issues and provide root-cause analysis
Providing technical guidance and recommendations
The candidate requires the ability to use methodical troubleshooting techniques in a Mobile network environment, recognizing potential system problems, researching solutions from multiple sources, applying those solutions to successfully resolve customer issues, and documenting the work for future reference
Provide remote network support for product configuration and operational issues
Troubleshoot and resolve customer network problems across a broad range of technologies
Build simulated networks in test labs to resolve highly complex problems
Document, propose, and present architecture recommendations in complex environments
Focusing on quality and customer success, keeping the continuous improvement to stretch goals. Provides substantial input to internal engineering and product organizations on future product development
Utilize Cisco’s trouble ticket application and databases to manage and document customer issues. Manage and respond to incoming email and support ticket requests in a timely manner
Receive inbound technical and non-technical support inquiries
Utilize other customized tools and processes to help identify the root cause of technical problems. Effectively articulate necessary technical and non-technical information to customers in a simple and concise manner over the telephone or via e-mail
Communicate and work effectively with staff in all levels of Cisco Services Business Units
Meet or exceed individual performance goals (metrics) focused on providing superior customer support. Investigate customer issues, providing quality solutions, escalate when necessary to provide timely resolution
Perform other duties (like initiatives) as required by Cisco Management to grow the team

Customer Support Engineer Resume Examples & Samples

Solves reported product and network problems of moderate complexity
Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction
Provides basic systems/product training and intellectual property material
Bachelor’s or Master’s degree in engineering (Computer Science, Electrical Engineering)
Minimum 2 years of related experience involving customer exposure element in Security Technologies (Firewall, VPN, IDS, AAA)
Knowledge of RADIUS, TACACS+ and ACS is a must
Good technical foundation in networking (CCNA equivalent level or above) is a must
Knowledge of 802.1x (dot 1x) or ISE is a plus
Knowledge of Wireless technologies is a plus
Ability to communicate in English effectively both verbally and in writing is a must; other languages would be a plus
Ability to drive to achieve goals with limited supervision

NOC Customer Support Engineer Resume Examples & Samples

Create Methods Of Procedure (MOP) and action plans for post-sales projects
Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
Perform ad hoc analyses and tasks as assigned
Provide guidance and leadership to less experienced engineers
May require some travel to customer locations in this role
Strong practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, and Frame-Relay
Strong practical knowledge of Cisco platforms current and legacy
Strong analytical, problem solving and organizational skills
BS in Engineering/Computer Science/IT and/or equivalent experience
Prior experience in support of remote customer networks required
CCIE highly desired
LI-AO1

Customer Support Engineer Resume Examples & Samples

Bachelors or Masters degree in engineering (Computer Science, Electrical Engineering, Telecommunications Engineering)
Good technical foundation in networking (any of the following: CCNA, CCNP, CCDA, CCNP, CCIE, CCIE SP, CCAI, CCSI, CCIP, Security, CCSP or equivalent level experience) is required
Ability to communicate in English effectively both verbally and in writing; other languages would be a Passion and demonstrated ability to learn and work in a multicultural team environment

Customer Support Engineer Resume Examples & Samples

Solves reported product and network problems
Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyse problems and identify solutions with a high level of customer satisfaction
Minimum 2 years of related experience involving customer exposure element in VPN (for example: IPSEC, SSL, Anyconnect, Getvpn, DMVPN)
Other technology or product knowledge, experience or certifications in the following areas are a plus: voice, security, routing, switching, network management applications, Microsoft, Linux
Ability to communicate in English effectively both verbally and in writing; other languages would be a plus

Customer Support Engineer Resume Examples & Samples

Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer
Security and R&S technologies
Routing, Lan Switching specific to Multicast, QoS and Layer 2/3 technologies
Receives minimal supervision, no instruction on routine work, and general instruction on new assignments
Interfaces with all levels of CSEs, NCEs, SEs, VARs, OEMs, end-users & internal engineering departments
Provides systems/product training
Provides guidance & leadership to less experienced engineers
Connects with customers and partners across functions and boundaries to achieve significant results
Earns the confidence of customers and is able to use the confidence to achieve results
Solves extremely complex problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables
Is a technical expert in a broad area covering multiple technologies. Applies expected product behavior across industry practices. Knows how the technology is expected to work in the industry
Collaborates with Engineering on complex product and software issues, driving resolution of specific bugs
Excellent written and verbal communication, interpersonal and presentation skills. Ability to function effectively in ambiguous circumstances. Key involvement in CA and cross-functional teams to resolve major customer issues. Leads team collaboration extending beyond work group
At least 2 years’ experience troubleshooting Routing/Switching across Cisco platforms
Minimum 4 years of networking experience, including configuring, analyzing & troubleshooting complex networks
Typically requires BS in CS or EE or equivalent plus 5-7 years related experience
Strong security and data center solution knowledge as this position will primarily focus on supporting Cisco's Security and data center products
Strong Layer 3 and 2 knowledge’s this position will also focus on supporting Cisco's Routing & Switching platforms
Enterprise series routers: Knowledge of system architecture and the ability to independently troubleshoot complex routing, switching and forwarding issues
Strong documentation skills - to be utilized for case management, knowledge capture, defect management and Trainings
Very strong Problem Solving skills
Ability to drive recreates remotely-- Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve
Proven crisis management skills, and the ability to excel under pressure
CCIE Security strongly preferred

Data Center Customer Support Engineer Resume Examples & Samples

Provides review of Data Center infrastructure – architecture, processes and plans for Cisco's Unified Computing Systems, B/C/E Series and Nexus 1000 to Cisco customers, account teams
Troubleshoots complex data center interoperability, configuration or performance issues related to VMWare, OS (Windows and Linux), x86 server architecture, iSCSI or FC, SAN/NAS and LAN switching
Acts as a single point of contact for high impact, large account issue resolution through escalation and management across multiple divisions of Cisco
Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity
BS in CS or EE or related field plus 3-7 years Data Center related experience with Servers (Blade servers, x86) and OS Support (Windows, Linux and VMWare)
Requires in-depth knowledge of the following areas: Data Center Networking and Data Center Products
Demonstrated networking experience including TCP/IP and Routing Protocols
Experience with networking side of the Data Center
Experience or Certifications in one or more of the following is preferred: MCSE, RHCE, VCP, CCNA, CCNP, CCIE
Prior experience with UCS-B Series Blades (UCSM) and/or Nexus 1000 preferred
Cisco Unified Computing System (UCS), B/C Servers, and Nexus 1000
Windows 2008/2012, VMware (ESX, ESXi), and Linux Operating Systems Environments
Storage architectures, and/or file systems (NetApp, EMC, iSCSI, NAS, NFS, Fiber Channel)
Designs and implementations for Data Center Solutions
Multi-vendor platform and interconnect component interoperability

Data Center & Server Virtualization Customer Support Engineer Resume Examples & Samples

Provides second/third level technical support for Unified Computing, B and C Series (both hardware and software), Intercloud fabric (ICF), UCS-Invicta/Whiptail and N1K series of switches and appliances to Cisco customers, partners, account teams, and other TAC engineers via phone/email/webex consultation to independently troubleshoot & debug product problems
Provide second/third level technical support for Operating Systems and Virtualization, VMware, Microsoft, Linux Redhat, CentOS and Novell
Provides technology/product training and intellectual property material as required
Effectively utilizes moderate to complex lab setups to recreate and solve problems
Submits complete and correct product defect, enhancement and serviceability reports in area of expertise
Self-starter, willing to learn, adopt new technologies, be train the trainer, good at multi-tasking and requires minimal supervision
Typically reports to Mgr or Senior Manager, Technical Support
Typically interfaces internally with peer TAC engineers, Sales Engineers, Network Consulting Engineers, Technical Marketing Engineers and internal engineering departments
Working knowledge of server, cloud and networking industry products and protocols
Successful at exercising judgment within defined procedures to determine appropriate action
Determines innovative methods and procedures on new assignments
Provide guidance, training, mentorship to new hires and peer engineers
Bachelor's or foreign degree equivalent in Computer Science, Computer Engineering, Electrical Engineering, or related field and 5 years of post-baccalaureate, progressive experience in job offered or related occupation OR Master’s or foreign degree equivalent in Computer Engineering, Electrical Engineering, Computer Science, or related field and 1 year of progressive experience in job offered or related occupation
Troubleshooting experience using finisar, wireshark, or other protocol analyzer
Experience or Certifications in one or more of the following is preferred: HP, IBM, Dell Server Support, or certifications VCP, RHEL, CCIE, CCNA, CCNP, MCSE
Prior customer support experience is preferred
Cisco Unified Computing System B, C & E Series Servers and N1K series of switches
Windows, VMware, and Linux Operating Systems Environments
Storage architectures, and/or file systems
3rd Party ISV Support

Customer Support Engineer Htts Voice Services Resume Examples & Samples

Provide second line phone/email/fax consultation to independently debug complex IP Telephony problems
Acts as a technical expert and is a go-to resource for the team
Provides support on a world-wide basis to all HTTS customers
This CSE role supports reactive case handling for Cisco's largest SP and Enterprise customers with Cisco IP Telephony technologies (Cisco Unified Communications Manager, Cisco Unity systems, other Cisco Unified Communications products including; Call Manager Express, Cisco Unity Express, etc.)
Typically reports to Mgr, Technical Support
Interfaces with lower level CSE's, VARs, OEMs & end-users & internal engineering departments
Typically requires BS CS or related (or equivalent experience) plus 6-8 yrs relevant experience
Very strong Problem Solving skills--will be utilized often as this position covers all Cisco IP Telephony technologies
Strong understanding of TCP/IP--IP knowledge is critical as it is the foundation for most IP Telephony technologies
Engineer should have experience and knowledge of IP Telephony protocols, proficient with QoS on Cisco platforms, and thorough understanding of Cisco's product line

Customer Support Engineer Resume Examples & Samples

Experience and Knowledge of Content Delivery Technologies ACNS, WAAS, WAFS,and other CDN technologies
Solid experience and understanding of Application Delivery Load balancers Products Cisco ACE, CSS , CSM
Experience and Knowledge with video technologies such as Cisco Digital Media Suite, CDS-IS
Windows/Unix/Linux OS skills are highly desirable
Strong understanding of TCP/IP knowledge is critical as it is the foundation for most Content technologies
Experience with network analyzers/sniffers such as Ethereal/Wireshark, Sniffer Pro, etc
Ability to drive lab recreates - many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve Responsibility

Technical Customer Support Engineer Resume Examples & Samples

Responsible for representing customer needs and expectations internally to ensure internal initiatives reflect customer business and technical requirements
Responsible for pre-sale and/or post-sale support of HERE’s data products and Platform services including escalating customer requests and complaints to relevant teams, then providing answers to customer these inquiries
Analyze, debug and resolve customers’ map compilation and web API issues. Use Ticket Management system to log and respond to issues and requests
Act as an advocate for HERE Products & Platform Services within the customer space
Manage tactical relationship with customers in support of HERE Products and Platform Services including basic conflict resolutions, strategic alignment, customer expectations and communication
Provides standard training to customers and company staff concerning specifications, products, extraction formats and APIs including development of proprietary training materials for support of new or existing company data products & services
Provides testing support for internal and external applications
Support conflict resolution and communication when customers and HERE have competing technical objectives
Bachelor’s degree, with a minimum of two years equivalent work experience required. (Engineering degree – preferred)
JavaScript, Java or C++, Web development experience essential in order to effectively support Platform Customers
Experience with mobile / embedded device development (iOS, Android, WP8) is favorable
SQL, ArcGIS, Oracle, DBMS knowledge
Experience with spatial datasets and mapping technology a plus
Domestic and potentially international travel for customer meetings & testing (<25%)
Demonstrated ability to work in various cultural environments
Strong interpersonal skills including the ability to deal with all levels in an organization and directly with Customers (phone, face-to-face, email)
Based in local Chicago HERE office

F Customer Support Engineer Resume Examples & Samples

Act as primary technical interface between Pratt & Whitney and all customers
Work with supervision to establish, coordinate with customers, and implement action plans to ensure jet engine fleet safety, reliability, maintainability and supportability
Monitor daily reports from Field Service Representatives (FSR) and collect/analyze field data utilizing F100 fleet summary tool
Provide complete timely responses to customer and FSR technical questions and track in appropriate systems
Support coordination and participate in company teams sent out to customer locations for special inspections, data collection, evaluation of designs, etc
Support development and implementation of logistics plans for corrective actions in the field
Develop and revise maintenance procedures and coordinate with customer for proper incorporation and updates
Communicate issues with FSRs, customers, and internal management
Present issues and solutions to program management team and internal/external customers in various high level meetings, including the annual F100 Worldwide Users Meeting
Act as the voice of Pratt & Whitney through Maintenance Awareness Program (MAP) briefings at customer locations
Develop, improve, and review with supervision existing and new MAP topics on a continual basis
Perform Periodic Engineering Excellence Reviews (PEER) at various customer locations
Capability to demonstrate borescope skills and knowledge of inspection criteria at customer locations
Travel to assist customers on-site
Actively participate in the ACE process

Packet Core R&D Customer Support Engineer Resume Examples & Samples

Work on Customer Service Request (CSR) to solve customer problems from their network, with quality and efficiency,
Communicate with people from Customer Units to proceed with their request,
Cooperate with global HUBs to secure follow-the-sun cases,
Radio competence
Software development
Knowledge in scripting
Network Integration and Verification
2~3 years working experiences in EPC area is preferred

Customer Support Engineer Resume Examples & Samples

Provide support to the the customer with Alumina installed base outside the Saudi Arabia
Provide hands on support to the customers with Alumina equipment and have excellent communication skills
Significant interaction with Market Area and Business Line Sales in additional to the
Be able to upsell and drive growth of sales at site
Be the focal point of contract to the customer site and secure more long term agreements including spares

Customer Support Engineer Telephony Services Resume Examples & Samples

Provide support and documentation to assist in various Telephony cloud platforms
Coordination with Level 2 Team for high risk Incidents or Projects
Produce accurate, brief and clearly written documents tailored to audience needs and expectations
Execution of application environment tasks as required for incident resolution
Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents
Ensures all work is carried out and documented in accordance with required standards, methods and procedures
Ability to work well within a multi-disciplinary team structure, but also independently
Ability to work with 3rd party vendors (i.e. VoIP carriers) for escalation of issues
Demonstrates analytical and systematic approach to problem solving
Responsible to absorb rapidly new technical information, business acumen, and apply it effectively
Demonstrable basic knowledge of key products such as Telephony, Voice over IP, Public Switched Telephone Network, Internet & Cloud computing
Understanding basic of database technologies (MySQL, MSSQL, Mango DB) etc
Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc
Experience supporting applications, platforms, and/or services in clustered, federated, shared and/or virtual environments
General understanding of various IT security concepts as they relate to production environments
Approximately 1-2 years of related work experience in engineering function, 1-2 years of related work experience in customer Telephonic support function

Customer Support Engineer Resume Examples & Samples

Provide support and documentation to assist in various IP Telephony, Video Conference and cloud platforms
Responsible for handling Level 1 service requests and operational activities
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service requests
Adheres to engineering methodologies, standards and leading practices
Provide feedback regarding engineering methodologies and various user requirements
Recommendation of process engineering and operational improvement initiatives including automation tooling, service enhancement
Respond to automated alerts on the health of systems
Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of application environments
Adhere to E&Y and ITIL guidelines for Incident, Problem, and Change Management
Responsible for assisting senior team members in research and development of new products and technologies
Root cause analysis and service improvement solutions
Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences
Responsible to plan, schedule and monitor work activities in order to meet time and quality targets
Outstanding management, interpersonal, communication, and organizational skills
Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
Demonstrable basic knowledge in iOS, Android and Blackberry Mobiles
Demonstrable platform support experience on Linux and Windows platforms
Demonstrable intermediate to advanced knowledge of operating systems and dependent platforms such as Windows & Linux
Basic understanding of networking/LAN/WAN/DMZ concepts
Experience monitoring service capacity and processes to ensure maximum availability

Customer Support Engineer Resume Examples & Samples

Observe technical issues first hand and provide customer recommendations or provide data required for other P&W organizations support
Effectively and efficiently react to short notice internal organizations requests for additional technical or logistics data
Provide customers with interpretation of Joint Technical Data (JTD)
Provide recommendations for changes to JTD source data
Support safety investigations by inspecting and documenting hardware condition
Support timely and effective root cause and corrective action implementation for customer identified concerns

F Customer Support Engineer Resume Examples & Samples

As Hardware Deputy – The F119 CSE Deputy will be a process expert resource for the hardware CSE team and coordinate CSE participation in significant program support activities (ACIs, Reliability Reviews, Limits programming, User’s Conference (PWG) and other program level activities as identified by Product Line Management). The Deputy will provide additional capacity as required for any module to recover schedule on CSE deliverables. The Deputy will help develop proficiencies within the hardware team and will also obtain management experiences for future career development
The deputy will also have responsibility for a hardware module where the activities include
Develop and maintain proficiency and expertise in F119 engine hardware and CSE processes
Address field questions (MERLINs) from the P&W FSRs regarding Technical Data, hardware serviceability, and supportability issues
Define required corrective actions for field issues, and manage tasks through field implementation
Communicate status and issues to customer (USAF) counterparts regarding hardware issues
Drive customer satisfaction by influencing design for supportability
Champion supportable, cost effective solutions in design reviews and supportability
Lead the CIPT and support system activities in developing and executing field implementation plans for new configuration hardware
Lead the CIPT in the damage tolerance limit development effort and lead the overall limit plan
Identify support system issues and brainstorm proactive solutions to meet the customer's needs
Demonstrate a sense of urgency in supporting Field Service Reps, government customers, and program management
Drive plans and resolutions for issues affecting engine readiness and customer satisfaction
Present major issues and solutions to the program management team
Author technical source data needed to support the fielded product
Identify process shortfalls and implement process improvements for continuous process improvements for the MCS&S programs

Packet Core R&D Customer Support Engineer Resume Examples & Samples

Get to know customers and their networks. Build and maintain the connection
Solve customer network problems at solution level and or product level
Troubleshooting in real network and or in lab with quality and efficiency
Communicate with people from Customer Units to proceed with their request
Communicate with Product Development to make sure the product implementation/correction will fulfill the requirement, and contribute to product quality
Cooperate with global HUBs to secure emergency and follow-the-sun cases
Work on PDU/customer projects on-site or remotely to help region success
Knowledge Sharing & Collaboration Skills
Coaching & Mentoring Skills

F Customer Support Engineer Resume Examples & Samples

Provide internal organizations recommendations for part design improvements
Identify logistics issues and provide input for inclusion into various P&W proprietary systems
Support analytical inspections of disassembled parts from lead the fleet engines
Supporting ACE (operating system) initiatives
Work within P&W Environment, Health & Safety (EH&S) standards
Report status of activities on a weekly basis

Senior Customer Support Engineer Resume Examples & Samples

Bachelor's Degree in Computer Science or equivalent
Knowledge / understanding of Exchange servers and email systems
Experience in Help Desk support
Knowledge of networking and Internet fundamentals and concepts
Hands-on experience configuring Exchange servers / email systems
Some familiarity with Unix environment

Customer Support Engineer Resume Examples & Samples

Be a trusted advisor owning and solving customers' technical issues end to end
Provide proactive technical assistance to high-profile customers on our products
Reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues maintaining the companies standard of quality
Escalate technical issues using our methodologies and effectively interact with other teams globally to provide holistic solutions
Contribute to our knowledge base, publishing quality articles/videos to be used by customers and peers
Promote a positive team environment by assisting team members to enhance the professional development of everyone within the organization
Keep up to date with the ever evolving threat landscape and internet security
Maintain and expand working knowledge of current and beta (non-released) products as well as their integration and methods of support delivery
Occasional travel to customer sites may be required
Must be available to support on-call on a periodic/rotational basis
Requires 3-5 years of complex troubleshooting and experience in a multi-protocol (TCP/IP) routed network environment including LANs/WANs, Active Directory, Network architecture, TCP/IP, IIS and firewalls
Requires 3-5 years knowledge in Microsoft Windows and/or Linux (RedHat, CentOS, etc.) Operating Systems
Passion for technology and solving complex technical issues
Ability to adapt to change in a fast paced environment
Excellent Collaboration skills
Solid multi-tasking and problem resolution experience
Ability to liaise effectively with customers onsite, online and via telephone
Demonstrated ability to present solutions to clients that are implemented successfully within the client environment
Ability to effectively conduct formal and informal training sessions or presentations
Excellent verbal and written communication, customer service including proactive phone engagement with customers, and negotiation skills
Customer Ownership - act as trusted advisor solving customer issues end to end
Demonstrated expertise in Account Management and/or Consulting with an ability to interface with a broad and diverse set of clients an advantage
Excellent level of English
French and German speaking engineers also needed
Relevant degree or equivalent work experience

Technical Customer Support Engineer Resume Examples & Samples

Work to tight deadlines. Customers are number one priority and often this position involves multi-tasking and responding quickly to urgent issues
Support high profile customers compiling HERE navigation maps & Platform
Support Sales by implementing demo and example applications in Pre-Sales/Post Sales activities to meet Sales goals
Support Sales of different verticals (Automotive, Enterprise, Consumer) in Pre-Sales/Post Sales activities
Participate in field tests with customers when required
Manage customers issues efficiently, effectively and up to the highest standards
Analyze and resolve customers’ map compilation and API issues
Software Engineering/ IT degree (or equiv.)
Java & JavaScript
SQL(Oracle, SQLServer, PostgreSQL, MySQL or SQLite)
Support/Consulting experience
Excellent communications skills essential. Requires daily interaction with external/internal customers via phone, email and face-to-face
Good command of English & Japanese (written, spoken)

Customer Support Engineer Resume Examples & Samples

Support international depot stand up for Norway, Turkey, Netherlands, Australia, Japan, and other potential countries
Support and influence the technology control plan for international depot maintenance
Review tooling requirements for international depot maintenance
Drive maintenance cell layout design for international depots
Drive customer satisfaction by influencing the Joint Technical Data
Influence effective solutions for depot implementations plans for new configurations
Support depot full capability development and implementation effort
Review and assess depot Joint Technical Data change requests
Identify depot support system issues and brainstorm proactive solutions to meet the customer's needs
Demonstrate a sense of urgency in supporting depot PW-Field Service Reps, PW-Global Services Engineers, PW-Depot Quality/Operations, government customers, and program management
Drive plans and resolutions for issues affecting depot engine readiness and customer satisfaction
International travel is required in support of foreign depot stand up

Senior Customer Support Engineer Resume Examples & Samples

A strong dedication to quality customer service
Proven ability to learn new technologies and software quickly
The ability to quickly reproduce a customer problem, isolate cause, and drive resolution is critical to this role as is in-depth technical, application and domain knowledge

Senior Customer Support Engineer APM Resume Examples & Samples

Responds to customer requests via phone and email
Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues
Exceptional ability to rapidly diagnose, reproduce and solve complex customer problems
Exceptional troubleshooting, customer service and analytical skills
Positive attitude when dealing with customers and co-workers
Experience in Power and Oil and Gas industries a plus

Senior Customer Support Engineer Resume Examples & Samples

Respond to all customer issues, including doing on-call rotations. This includes directly interacting with the customers and/or working with other JP1 colleagues to identify the customer’s problem and develop a solution
Provides support, direction and training to customers as needed
Minimum of 3 years technical experience involving problem solving in customer-support related functions for complex software products
Experience with direct customer contact and sales support is desired
Ability to work independently to research and resolve software issues
Experience in the Windows server (2008,2012) and Linux(RH,CentOS,Suse) platforms and or FreeNAS is required
Some experience in shell scripting languages, such as: bash, batch, and korn is required
Programming experience in languages such as Java or PHP is desired, but not required
Experience with databases such as MySQL or Oracle is desired but not required
Some experience in vmware platforms (ESXi and vCenter) is desired, but not required
Knowledge of JP1 product is desired, but can be gained on the job
The ability to clearly communicate with customers and various levels of the organization in both written and verbal form
Provide direction regarding training, processes, and procedures within the organization (Both US and EMEA) as well as with customers

Customer Support Engineer Monterrey Resume Examples & Samples

Insure correct information in SAP related to contractual obligations, quotations, invoicing etc
Report to Service Comercial Team Leader MexCar región
University degree in Engineering, Industrial Engineering or similar
Familiarity with complex technical machinery, plant, processes or systems

Customer Support Engineer Resume Examples & Samples

5+ years IP Networking experience; Working knowledge of Networking industry, products and protocols
3+ years’ experience with Cisco Data Center Networking products or other industry Data Center solutions
Experience and Knowledge of Data Center Networking Products (UCS-B, UCS-C, MDS9000 technologies)
Advanced Data Center troubleshooting expertise required
Excellent verbal communication skills--these skills are essential for this engineering role as most of the work being done is through the phone
Very strong problem solving skills--will be utilized often as this position covers all Cisco Data Center Networking technologies
Strong understanding of TCP/IP--IP knowledge is critical as it is the foundation for most Data Center Networking technologies
Working knowledge of handling network down situations--this role will be handling S1/S2 Service Requests with limited supervision
Ability to drive recreates remotely--many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve
CCIE or other top level industry certification (MCSE, SUN, Linux, VMware) is highly desirable
Windows/Unix/Linux skills is also highly desirable

Customer Support Engineer Resume Examples & Samples

Bachelor's degree in a technical field and 5 years of post-baccalaureate, progressive experience in related occupation. OR Master's in a technical field with 1 year of progressive experience
Experience or Certifications in one or more of the following is preferred- CCNA, CCNP, CCIE
You should have the following experience, skills and capabilities
A great teammate who wants to be part of a fun, dynamic organization
Great verbal and written communication skills
Working knowledge of Networking, products and protocols
Able to resolve problems and deliver known solutions with a high level of customer satisfaction

Customer Support Engineer Resume Examples & Samples

Solves product and network problems of high complexity. Has strong knowledge in LAN Switching technologies
Provides consultation to independently solve complex product and network problems
Effectively utilizes complex lab setups to duplicate and solve problems
Provides systems/product training and intellectual property material
Acts as a point of contact for large account network problem resolution
Submits complete and correct defect reports in area of expertise
Is a certified technical expert in at least one area (Routing & Switching/Service Provider)
Consults with other Teams in Cisco to assist Customers
Engages as HTTS technical representative on escalated customer issues
Excellent communication and customer handling skills
Ability to analyze, configure and troubleshoot large networks
Knowledge on LanSW Technologies like STP, RSTP, VTP, VSS, vPC, vDC , MSTP, LACP, VLAN,
Knowledge of Cisco switching Platforms like Cat 6500, 6800, 4500 , 3850 , Nexus 7K, , Nexus 6k, Nexus 5k, Nexus 3K
Certified technical expert in more than one area with a wide understanding of Networking technologies and Cisco products (this is a variable based on our requirement)
Proven planning, prioritization and organizing skills
Drive for continuous learning, results orientation and teamwork
Utilization of a good understanding of Cisco business strategies and drivers to guide activities
In depth understanding of troubleshooting methodology and case management tools
Ability to drive change through innovation
B.E/B.Sc in Electronics, Telecommunications, Electrical or Computer Science with at least 5 yrs of experience
CCNA, CCNP and/or CCIE (Routing & Switching/Service Provider) (or equivalent certification) preferred

Customer Support Engineer Resume Examples & Samples

Works for worldwide customers within his own team or with other Cisco teams to solve problems and enhance future products with senior engineer supervision
LI-EMEA-CO1
LI-PRIORITY

Customer Support Engineer Resume Examples & Samples

Follow-through on all UC Incident tickets assigned to your bin and their resolution
Coordinate field services as needed for onsite support
Excellent written and verbal communication, interpersonal and presentation skills
Ability to function effectively in ambiguous circumstances
Proven crisis management and leadership skills

Customer Support Engineer for Cisco Cloudcenter Resume Examples & Samples

Deep understanding and experience on Linux such as Redhat or Ubuntu
Knowledge of virtualization, cloud computing and technologies such as VMware, Hyper-v/Azure and OpenStack
Knowledge of public cloud providers such Amazon EC2, Google Cloud, Azure
Technical support level2 resource for an enterprise in a similar or related field (cloud management, systems management, IaaS, PaaS)
Knowledge in cloud infrastructure concepts
Excellent writing and interpersonal communication/relationship skills
Ability to thrive under pressure, self-manage and prioritize activities
Previous experience working with cloud providers and/or private clouds
Experience in databases such as SQL(MySQL/Postgres) and NoSQL (mongodb)
Experience in using or integrating with Systems Management Technology
Experience with configuration management tools is a big plus (Puppet, Ansible, Chef)
Knowledge on L4L7 services such as load-balancers and firewalls

Customer Support Engineer Resume Examples & Samples

CCNP required or CCSP/CCDP
Ability to work Mon–Fri at customer site in Charlotte, NC
Excellent Executive presentation, communication/interpersonal engagement skills
Fluent English language skills
Nexus or Security certifications highly desired
Ability to drive recreates remotely. Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve
Ability to read sniffer traces

Customer Support Engineer Resume Examples & Samples

Ability to analyze, configure and troubleshoot medium to large networks
Is a technical expert in at least one area with excellent broad knowledge of Networking fundamentals
Effective planning, prioritization and organizing skills
Utilization of an increasing understanding of Cisco business strategies and drivers to guide activities
Demonstrated leadership skills in small projects and teams
Provides second/third level technical support for Enterprise voice technologies to Cisco customers,
Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2-5 years related experience
CCIE desired
Working knowledge of Networking industry, products and protocols. Able to determine problems
Cisco Unified Presence Server (CUPS)
Desktop Operating System (XP, Vista, Windows 7, Windows 8) management/troubleshooting
VoIP protocols such as SIP, SCCP
DNS Server
Mail protocols IMAP and MAPI
Cisco Unified Attendant Console
Basic xml/html
Basic VMWare operation and troubleshooting
Microsoft Office Application Troubleshooting such as Microsoft Office, Excel, Word

Customer Support Engineer Resume Examples & Samples

Provides second/third level technical support for ACI/DC technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers
Interacts across TAC/HTTS/ROS teams and development teams at peer level
Acts as a technical expert and provides support on a global basis
Basic architecture knowledge of next devices

Customer Support Engineer Resume Examples & Samples

Knowledge of virtualization, cloud computing and technologies like AWS, VMware, OpenStack is a must
Should be experienced in one or more scripting technologies (Bash, Perl, Shell, Power Shell, Python, etc.)
Knowledge of software application frameworks
Ability to work effectively and manage multiple customer support issues simultaneously
Understanding of IaaS, SaaS, PaaS concepts
Previous experience working with cloud providers
Experience in SQL(MySQL/Postgres) and NoSQL (mongodb)
Experience of the administration of firewall environments in line with IT security policy and routing
Knowledge of container technology i.e Docker
Hands-on experience with PaaS tools or other cloud management software

Customer Support Engineer Resume Examples & Samples

Continually develops their working knowledge of networking products and protocols to provide first/second/third level technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area
Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team
Commitment and ability to resolve complex technical problems, multitask, and be dedicated to customer success
Innate crisis management skills and ability to handle critical customer issues/problems
CCNA or equivalent level of demonstrated networking knowledge or experience including TCP/IP and Routing Protocols
BS in a technical field (CS/EE preferred) or equivalent; 1-3 years of relevant experience
Cisco Certifications (CCxx); HP, IBM, Dell Server Support, MCSE, VCP Certifications; specific knowledge of - General VPN protocols (ISAKMP, IKEv2, IPsec SSL), Cisco IOS and IOS-XE architecture and configuration, Cisco Adaptive Security Appliance (ASA) firewalls, Routing Protocols (EIGRP, OSPF, BGP), Site-to-Site or Remote Access VPN solutions (DMVPN, GETVPN, FlexVPN, AnyConnect)
FireSIGHT Management Center / Defense Center
FirePOWER Appliances (3D-Series), FirePOWER Services for ASA (Sourcefire Modules)
FireAMP (Advanced Malware Protection)
FWSM and ASASM
Programming skills (Python, Ruby, C, C++, Linux, Shell Scripting)

Customer Support Engineer Resume Examples & Samples

Is a technical expert in at least one area
Submits complete and correct DDTS reports in area of expertise
New Team members are trained in Data Center products and technologies
Using on the job training, team members provide second/third level technical support for Nexus 9K, Nexus 7K, 3K, 4K and 5K/2K suite of switches and UCS Rack Mount, UCS Blade Series, MDS, Nexus 1000V (both hardware and software) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/WebEx, consultation to independently troubleshoot & debug product problems
Cisco Certifications (CCxx); HP, IBM, Dell Server Support, MCSE, VCP Certifications; specific knowledge of products within: Collaboration, Data Center, Security, Voice, Wireless, Routing, Switching
Knowledgeable in Storage technologies and experienced in VMWare
Submits complete and correct Defect reports in area of expertise
Acts as a technical expert and provides support on a world-wide basis Interacts across TAC teams and development teams at peer level

Senior Customer Support Engineer Resume Examples & Samples

Provides second/third level technical support for ACI (Application Centric Infrastructure) / Datacenter
Advanced Troubleshooting consisting of one or more of the following areas
Sound knowledge and experience within at least one of the areas: Data Center Services Support, Data Center Switching Support
Cisco certification is a plus, but not mandatory. Other vendor’s qualifications and experience are welcome
Experience in Python or other programming languages is beneficial. - Experience in Linux is beneficial
Experience in crisis management skills and ability to handle critical customer issues/problems

Customer Support Engineer Resume Examples & Samples

Participate in Change Advisory Board Review Meetings with customer
Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components
Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution
Working closely with the Engineering team to understand the product and project requirements
Simulate the Customer environment within Operate Lab to resolve complex problems and compatibility issues
Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis
Participate with Network Planning and Engineering for new rollouts
Ability to maintain a large network with complex network technology
Experience with MPLS technology including L2/L3 VPN and traffic engineering
Expertise in QOS design and configuration is a plus
Medium/Large-scale “Complex” network design skills
Hands on experience in cisco Routers/Switches /Firewalls
Advanced Level understanding of the customer Change Mgmt. process
No personal technology religion, but a desire to become the expert of the customer's technologies
Demonstrate high-level of maturity and confidentiality
Have strong time management skills

Customer Support Engineer Resume Examples & Samples

You're dedicated, have the ability to resolve complex technical problems, multitask, and care about customer success
You have innate crisis management and handle critical customer issues/problems
CCNA/NP or equivalent level of demonstrated networking knowledge or experience including TCP/IP and Routing Protocols
You have 3-5 years’ experience interacting with customer or in a client facing role
Bachelor's Degree in a technical field
Cisco Certifications, MCSE, and/or VCP Certifications
Experience using finisar, wireshark, or other protocol analyzer

Customer Support Engineer Resume Examples & Samples

Preference for Cisco Certification: CCNA, CCNP, CCIE
Bachelor or Master degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
Ability to communicate in English effectively both verbally and in writing required; other languages would be a plus
3+ years of related experience
Direct customer support experience required Experience interacting with customer or in a client facing role
Other technology or product knowledge, experience or certifications in the following areas are a plus: security, routing, switching, wireless, programming skills (C, C++, Linux, Shell Scripting)
Basic architecture knowledge Cisco Nexus 7000 and 5000 Series Switches and Cisco Nexus 2000 Series Fabric Extenders
Solid understanding of vPC, VDC, Fabric-Path, OTV, FEX Technologies, Multicast, and STP
Commitment and ability to own and resolve complex technical problems, multitask, and be dedicated to customer success
Cisco Certifications: CCNP DC and/or R&S
Troubleshooting experience using Finisar, Wireshark, or other protocol analyzer

Customer Support Engineer Resume Examples & Samples

Analyze, use and configure network management applications for medium to critical complexity
Typically requires BS in CS or EE or equivalent plus 2-3 years related experience
1+ years exposure to UNIX/LINUX
1+ years exposure to Oracle
1+ years software experience, specifically Java and Perl
1+ years network management experience
1+ years exposure to networking products and protocols
Strong SNMP Skills & Cisco Prime Infrastructure skills
Ability to work with cross-functional teams
Network Management Product Knowledge of any or many of the following (Cisco Prime Network, Prime Performance Manager, Prime Central Provisioning, Cisco Evolved Programmable Network Manager, Cisco Prime Infrastructure, CiscoWorks, CNR, NAM, HP Openview or Concord)
CCSP, CCNA, CCNP
Oracle OCA, OCP
RHCS, MCSE, Sun System Admin, Sun Network Admin, Sun Security Admin, Java, Unix, Perl
CCIE optional

Customer Support Engineer Resume Examples & Samples

Bachelor’s Degree with masters preferred in a technical field
Minimum of 3 years’ experience in hyper convergence storage (and other storage technologies), VMware, vSphere and UCS (Unified Computing Systems)
Experience interacting with customer or in a client facing role with excellent verbal and written communication skills
Dedication and ability to resolve complex technical problems, multitask, and be dedicated to customer success
3-5 years of relevant work experience
Cisco Certifications, MCSE or VCP Certifications
Knowledge of products within: Data Center, Routing/Switching, HP/IBM/Dell Server Support
Troubleshooting experience using wireshark is a plus

Customer Support Engineer Resume Examples & Samples

Provide technical support to Jasper Customers world-wide for Jasper products
Identify, diagnose, analyze SaaS software bugs, connectivity issues, network configuration, API and file transfer issues
Maintain and document customer interactions in our case tracking tool
Be an effective advocate for the customer and provide a superior customer experience
Document procedures, processes and identify frequently asked questions
Communicate and collaborate with cross functional teams to debug and analyze technical issues encountered to ensure the Customer’s complete satisfaction
Publish and distribute service bulletins and other notices as required
Must be willing to staff an on-call shift on a rotational basis

Senior Customer Support Engineer Resume Examples & Samples

Develop competence in new products or solutions that are introduced, keeping up with the changing trends of the industry and our customer base
Collaborate with peer teams (e.g. engineering/sales) to achieve our common goal of solving our customers' problems and enhancing our products
Share your knowledge by writing technical documents and contributing to the knowledge database
Certification in virtualization technologies (Openstack)

Customer Support Engineer Resume Examples & Samples

Troubleshoot and resolve highly complex issues for our customers thereby solving their business challenges and helping them serve their customers better
Drive development and implementation of smart automation software tools that will ease delivery of support to our customers
Service Provider Cloud (OpenStack, Virtual Managed Services, NFV,...)
Advanced programming skills in Java
Mongo certification
Experience working with service provider customer base

Customer Support Engineer for Tetration Resume Examples & Samples

Provides second/third level technical support for Cisco Tetration Analytics (http://www.cisco.com/c/en/us/products/data-center-analytics/tetration-analytics/index.html)
Interacts across TAC (Technical Assistance Center) teams and development teams at peer level
High level of proficiency in Linux, up to and including networking, virtualization and troubleshooting applications on Linux platforms (RedHat, CentOS, Ubuntu)
Proficiency in Microsoft Windows Server platforms
Good knowledge of OOP concepts. Ability to write or analyze code in one of the following programming languages: Java, JS, Python or Ruby
Familiarity with Hadoop framework and its components
5-6 years of hands-on experience with Linux
Self-motivated with strong self-development ability
Knowledge of Ansible is a plus

Data Center Customer Support Engineer Resume Examples & Samples

You are dedicated and have the ability to resolve complex technical problems, multitask, and ensure customer success
2+ years' experience with Data Center Networking and Data Center Products
Advanced Troubleshooting of Data Center Solutions with: Cisco Unified Computing System, B/C Series Servers; Windows/Linux environments, VMware, Storage architectures, file systems
You can design and implement Data Center Solutions on a multi-vendor platform and interconnect component interoperability
Bachelor's Degree in a technical field and 1-3 years of relevant experience
Cisco Certifications, HP, IBM, Dell Server Support, MCSE, VCP Certifications
Specific knowledge of products within: Collaboration, Data Center, Security, Voice, Wireless, Routing, Switching

Customer Support Engineer Resume Examples & Samples

Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
Preference for Cisco Certification: CCIE (minimum - CCNA and/or CCNP)
3+ yrs direct customer support experience in Cisco’s Unified Contact Center (UCCE and ICM), CVP

Customer Support Engineer Resume Examples & Samples

3 years’ + experience in Technical Support, supporting International clients (Voice Based)
Prior experience, Strong knowledge supporting Cisco Webex Meeting Center, Cisco Jabber, and Other cloud based services
Technical knowledge on Cisco routing & switching products
Strong computer application skills
Excellent written and verbal English language with strong interpersonal and communications skills and ability to build quality customer relationships
Willing to work in a 24 x 7 shift environment
CCNA certification
Engineering degree or equivalent

Customer Support Engineer Resume Examples & Samples

You have 3-5 years experience crafting, deploying, configuring, supporting, trouble shooting, debugging and administering General IP Contact Center and Voice-focused products, devices, and technologies for small, medium, large and/or enterprise businesses
You need 2-3 years Administrator level knowledge of either Microsoft Windows or Unix
You have 2-3 years working knowledge of Networking industry, products and protocols
You also have 2 or more years of Database experience (Oracle, SQL, Sybase) Microsoft SQL server, Active Directory, Exchange
And last but not least, you have 2+ years Microsoft Operating System troubleshooting, Network Design and Implementation
Cisco IPCC, IPCC Express, Unified CommunicationsManager, and Cisco Unified CallManager CUCM Express (formerly Cisco CallManager Express) IP-PBX
Call Center Intelligent Contact Manager, Unified Contact Center, Unified Messaging, Voice Solutions, Cisco IPT related products
Cisco AVVID products – Unity, Unity Express, Architecture for voice, video, and integrated data
Cisco Voice portals, Voice Gateways
VoIP protocols such as SIP, MGCP, SCCP, H.323, RTP/SRTP
PBX, TDM, IPBX
IP-IVR

Support Equipment, Customer Support Engineer Resume Examples & Samples

Technical familiarity with Engineering Blueprints and ability to read engineering drawings
Knowledge of Air Force Technical Orders preferred
Excellent communication skills and ability to coordinate activities across groups/departments
Basic understanding jet engine or support equipment / tooling development planning, project management, tool design, tool manufacturing, and inspection processes
Jet engine assembly, disassembly, and inspection processes
Basic understanding of root cause analysis
Effective use of Microsoft Office
CAD/UG experiences a plus, but not required
Familiarity with Air Force customer processes preferred, but not required
Candidate must be a US Citizen

Customer Support Engineer Resume Examples & Samples

Must have a BS Degree in an engineering or related technical field
Must have 5+ years of experience providing technical support in a service depot related environment
Experience with troubleshooting and diagnosing mechanical systems such as engines is required
Must have experience interpreting and writing technical data, plans and requirements
Must be a US Citizen and have the ability to obtain a Secret Clearance
Knowledge or direct experience working with jet engine depot operations preferred
Familiarity with international site operations helpful

Tanker Systems Customer Support Engineer Resume Examples & Samples

Form and lead cross functional teams with the customer, CSE, and CIPTs to resolve F117 engine operation, test, troubleshooting and logistical issues
Lead investigations on engine or aircraft interface issues to identify root cause of anomalies and identify improvements
Develop and implement logistics plans for corrective actions in the field
Write Position Papers using technical data provided by other organizations to transmit recommendations and verify effectiveness and closure of recommendations
Coordinate with Component Integrated Product Teams (CIPTs) to support including activities involved in implementing, conducting, DR, SIB, or MIP investigations and submission of a DR or MIP final letter or report
Co-Lead, coordinate, prepare and present technical and in support of Propulsion Technical Meetings and Propulsion Users Conferences
Present major issues and solutions to internal management team and external customers in various communications meetings
Participate in Weekly customer telecons to provide status of CSE activities
Support and present monthly to the F117 internal safety meeting
Create, manage and execute presentations across multiple organizations
Via the use of Merlin monitor or create daily reports from Field Service Representatives (FSRs) and external customers, collect/analyze field data to analyze life cycle cost
Provide timely, complete responses to FSR inquiries and customer technical questions; track questions/responses appropriately
Support Configuration Control Board (CCB) activities, advise on Engineering Change (EC) impacts to logistics and attend CCB meetings as required
Mark up existing F117 maintenance manuals to capture changes required through CCB, ECP, error, or in support of Tech Order improvements
Support development of Engineering Change Proposals (ECPs), Engineering Authorization (EAs) and Service Bulletins (SBs)
Using previous experience and expertise provide opportunistic guidance and peer coaching as it relates to core competencies
Support ACE Gold sustainability efforts via QCPC, RCCA, 6S, CSE Ideas and other ACE tools

Customer Support Engineer Resume Examples & Samples

Working with SAP
System administration in Windows environment
Knowledge in client \ server operating systems installations including problems detection \ solving
Active directory environment
IIS Web server management
Networking (DNS, DHCP. Firewalls etc)
Logs issues analysis
Virtualization technologies
Cloud computing

Customer Support Engineer Resume Examples & Samples

Respond to solutions design requests from the Sales and Sales Engineering functions
Work collaboratively with the solutions design support resources (Engineering, Capacity, Special Pricing, Sales Engineering and Circuit Design) to create a unique communications solution for prospective customers. Engage with Sales Engineering, sales and Customers when necessary to ensure full design is understood and all aspects of the customer’s needs are addressed with the comprehensive solution
Keep up to date network designs for use in breaking down requests to an accurate highly detailed level
Conduct in depth review of client database configurations and finalize the database design
Design the provisioning plan and outline any non-standard tasks required to execute a successful product installation
Act as a SME resource to the various installation teams when questions arise about the solution throughout the installation process
Participate as needed in the final stages of the installation process as the original solutions designed to ensure continuity of proposal to product delivery and functionality
Maintain an ongoing knowledge of EarthLink’s products and technologies suite A
Act as a liaison between Sales/Sales Engineering, Provisioning, Order Entry and Project Management to achieve common goals
3-5 years of Sales Engineering experience
3-5 years Telecommunications experience, including experience with both voice and data services. Must have working knowledge of Telecommunications, Data communications, Networking technologies (IP, DSL, VPN, Web Hosting, Firewall, Hosted Voice, MPLS, Network Management and Security, Frame Relay, TDM, and ATM)
Solid knowledge of Hosted products, features and phones
Minimum 1 year implementation experience
1-2 years telecommunications solutions design experience preferred
Knowledge of MetaSolv (M6/Oracle) preferred
Solid presentation skills
Strong communications skills both written and oral
High Organization skills and attention to detail
Ability to provide technical leadership throughout the organization
Project Management skills
Ability to influence and impact the listener
Strong PC skills, including experience in Microsoft Word, Excel, PowerPoint
CCENT and CCDA preferred

Customer Support Engineer Resume Examples & Samples

Bachelor's, technical bachelor or equivalent foreign degree in Computer Science, Computer Engineering, Electrical Engineering or related field, combined with progressive relevant experience
Knowledge of Networking (CCNA level or higher)
Proficiency on Microsoft Windows Server platforms
Familiarity with Web-based application technologies and components such as: AngularJS, HTML5, CSS, Bootstrap, jQuery, MongoDB
Fluent level of English
5-6 years working knowledge as Linux Administrator
Experience in crisis management and ability to handle critical customer issues/problems

Customer Support Engineer Resume Examples & Samples

Proven track record of continuous learning
Understanding of data and information life cycle management
Knowledge of hardware systems such as tape drives and libraries
Advanced administration and troubleshooting of Windows & Unix server environments

Customer Support Engineer Resume Examples & Samples

Knowledge of Microsoft Windows Server operating system and its components. This includes such things as troubleshooting via the event logs, understanding how to acquire crash dumps and application dumps, analyze network packets, making registry changes, understanding windows firewall, and familiarity with VSS
Networking and troubleshooting connectivity, name resolution, and performance based issues with OS and/or hardware
Good understanding of Microsoft clustering technologies, with installing and configuring software
Knowledge or experience with SAN Storage and NAS
Previous Experience with Backup software (for example VERITAS, Veeam or EMC Networker)
Previous Experience with JavaScript
Understanding of backup theory and design

Customer Support Engineer Resume Examples & Samples

Provide Tier 1-3 technical support to troubleshoot and resolve hardware and software issues on LoadMaster devices. Using: application protocols including HTTP, SMTP, DNS, FTP and SNMP, and VMware, Xen, Hyper-V virtualization and Cloud environments
Appropriately, effectively and proactively communicate case statuses, plans of action and technical information to internal departments and external customers
Generate clear and concise internal documentation in the form of case notes and technical notes
Maintain and improve companies excellent customer support
The Technical Support Engineer is responsible for responding to and resolving complexcustomer problems via phone, email and remote access for the company's products
Key technical interface to product development for the resolution of high impact issues
Work on escalations with product development to investigate and resolve software and hardware issues
Analyzing customer network traces, debug logs and identify issues
Mentor junior engineers within the group
Develop and maintain in-house customer support technical articles
Recreate reported issues in lab with customer's configuration
Manage and deliver on internal projects and targets
Candidates should have previous Networking experience
In-depth knowledge of networking protocols, specifically TCP/IP
Understanding of Network Security, SSL and TLS
Proficiency with Windows systems
Previous experience with Linux may be desirable
Excellent troubleshooting, analysis and creative problem-solving abilities
Ability to relay technical information to customers with varying skill levels
Ability to multi-task and manage time effectively
Read, write and speak German and English fluently, including technical concepts and terminology
BA/BS degree or equivalent experience preferred
Positive attitude and strong work ethic
Proficiency with Windows and Linux Operating Systems
Microsoft Exchange, SharePoint, Skype for Business experience is desirable
Technical Certifications such as CCNA, CCNP, MCSE or VCP5 are advantageous but not required

Customer Support Engineer Asset Performance Management Resume Examples & Samples

Owns and manages personal caseload and performs callbacks and case follow through as defined by the Case Management Guidelines
Research and troubleshoot issues involving all aspects of the Asset Performance Management
Creates content for the Technical Support Knowledgebase
Exceptional multi-tasking skills. Ability to organize and execute on multiple high priority situations simultaneously
Strong common sense and logical reasoning skills
Strong customer, situational and time management skills

Customer Support Engineer Resume Examples & Samples

Gathers complete and accurate information on the nature, complexity, and urgency of customer issues and accurately records all information in customer contact software
Takes ownership of and resolves customers' product issues via telephone, email, or in-person, meeting or exceeding stated service level agreement (SLA) timeframes
Regularly executes case management best practices through clear and timely documentation of customer contact, written or verbal, in the knowledge management system
Clearly communicates technical responses to customers ensuring their understanding of the steps needed to resolve issues reported to the technical support center
Works closely with the Global Director of Support for issues that require escalation. This includes detailed review of previous troubleshooting steps, workflow process, error messaging, and testing
Research existing knowledge bases, issue tracking system, and product documentation for existing answers to known issues resulting in increased first contact closure rates
Actively contributes to the resolution knowledge database through the creation of articles when unknown issues are resolved
Provides a positive customer experience for every customer contact
Maintains an in-depth understanding of Meridium’s products, support protocols, customer contact software and departmental procedures
Consistently display an enthusiastic, positive, and professional attitude in both words and actions
Associates Degree with emphasis in Computer Science, Information Systems, or similar field; Bachelors preferred
3-5 years of documented customer applications engineering support in a technical support environment
Ability to work with clients and other groups within the company in resolving issues
Must have the technical aptitude to learn new software products and customers’ business practices
Applied knowledge of common service practices and customer handling techniques
Familiar with PC hardware, software, operating systems, communications and data transfer protocols
Strong communication skills as they relate to telephone, verbal, written, analytical and interpersonal communications
Ability to explain technical concepts to non-technical people
Ability to persuade or influence customers in stressful or challenging situations
Must be able to work independently with minimal supervision, but also be able to collaborate as part of team
Must have good listening skills and be able to document thoroughly and accurately
Able to manage multiple jobs and/or processes concurrently (multi-tasker with time-management)
Must be able to sit at desk and speak on phone for extensive periods of time
General troubleshooting/resolution skills in relational databases ( SQL Server and Oracle)
Familiarity with Performance and latency diagnosis & troubleshooting
Some comprehension of .Net Framework, with modest coding ability in VB.NET
Windows (2003, 2008, Windows7) Operating System familiarity
Familiarity with SQL Query Language, and SQL Server Reporting, SQL Server Analysis Services,
Desirable but not required: SAP configuration diagnosis & troubleshooting,
LDAP and Active Directory setup and troubleshooting, structural understanding of security, user and group permissions – always a plus, but not strictly required
Some basic familiarity with Citrix and VMs
General Webserver (IIS) knowledge
In general: working familiarity in end-to-end 3 Tier deployments and how to investigate, diagnose, troubleshoot and resolve complex problem issues
Fluent in English & Arabic

Senior Customer Support Engineer Resume Examples & Samples

Five or more years experience providing technical support for enterprise software solutions
Strong Linux system administration skills
Experience with network administration
Organized, self-starter with an ability to follow through on issues under minimal supervision
Experience with: Python, Java, Zope, MySQL, WMI, Docker
Experience with systems and network monitoring too

Technical Customer Support Engineer Resume Examples & Samples

Guidance regarding deployment and migration for key customer projects (Cloud and On Premise) and optimized use of our products
Continuous monitoring of defects and tracking of each customer problem (Cloud and On Premise) via our defect tracking system until resolution
Confirmation/validation of every solution provided to the customer from Technical Support and Development teams (Cloud and On Premise)
Documentation to share knowledge and capitalize upon the customer experience
Create articles, best practices, technical briefs, FAQ's within our Knowledge Base regarding productfunctionality, usage, workarounds, methodology, and resolutions of common problems encountered

Technical Customer Support Engineer Resume Examples & Samples

Current or previous technical / software / engineering support experience
Database knowledge & experience (DB2, Oracle , MYSQL)
OS knowledge (Windows, AIX, Linux required; Solaris)
Knowledge of Full Text Search (Exalead, Autonomy, Verity, or similar)
Knowledge of Engineering lifecycle experience
Knowledge of Network (IPS, LAN, MAN, WAN), multi-tier Client/Server setup/configurations
Knowledge of Web/Application Servers (Apache, IIS, iPlanet, Tomcat, WebLogic, WebSPhere)
At least one additional language other than English, such as (but not limited to), Spanish, French

Customer Support Engineer Resume Examples & Samples

Strong technical leader with experience across complex network solutions
Excellent customer communication skills
Working knowledge of IP networks and RF solutions
Assertive self-starter with enthusiastic approach to learning / embracing new ‘solution-based’ technologies
Experience across complex technical solutions (3 years +)
Bachelors degree in technical field, or equivalent

F Customer Support Engineer Resume Examples & Samples

Begin/complete training to become an ACE (operating system) associate
Review material in CI (Central Inventory) for serviceability. Periodically review previously dispositioned hardware per latest TOD release. Evaluate available TOD to determine if a part can be returned to service
Communicate dispositions to the HMC/CI (Central Inventory) through internal data systems

S-enterprise Customer Support Engineer Resume Examples & Samples

2 to 5 years in a Technical Support, System Engineering or Developer role working with Web applications or languages listed below.Bachelor’s Degree in Computer Science or a related field, or relevant work experience
2+ years Linux work
Understanding of Web services (SOAP, REST, WSDL, XML) or supporting sites using API and SDK integrations
Overall understanding of cloud architectures - web servers, load balancers, DNS, routing, web requests, networking
Bachelor’s degree in Engineering, Statistics, Computer Science, Mathematics, or related field
Demonstrated proficiency in systems administration (Linux/Window), network administration (DNS, IPsec, BGP, VPN, Load Balancing)
Strong background in customer focus, ownership, urgency and drive
Calm under fire as an oncall incident responder
Outstanding speaking, writing, and presentation skills, as well as the ability to persuade, inspire and motivate others
Strong organizational and multitasking skills with the ability to balance competing priorities
Experience developing or supporting sites using API and SDK integrations

Customer Support Engineer Resume Examples & Samples

Provides second/third level technical support for router architecture (both hardware and software) to Cisco customers, partners, account teams, and other TAC engineers via phone and/or email consultation. The candidate must possess the ability to independently troubleshoot and debug product problems
Submits complete and correct software defect reports in his or her area of expertise
Acts as a technical expert and provides support on a worldwide basis
Interacts across TAC teams and development teams across Cisco
Requires minimal supervision and receives minimal instruction on routine work and general instruction on new assignments
Typically interfaces internally with other Customer Support Engineer’s, Systems Engineer’s, Network Consulting Engineer’s, and internal software engineering departments
Thorough knowledge of TCP/IP Suite of protocols (IP, TCP, UDP, ICMP, ARP, FTP, HTTP etc.)
An active Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) certification is preferred. CCIE desired but not required
C programming experience desirable
Typically requires BS in a technical field (CS/EE preferred), and 4-7 years of work experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks
Working knowledge of the networking industry, products and protocols
Strong analytical and troubleshooting skills. Excellent verbal and written communication skills
Proven crisis management skills and ability to handle critical customer issues/problems
Ability to solve problems and deliver known solutions with a high level of customer satisfaction
Promotes and solicits ideas within Cisco TAC team(s)

Oracle Advanced Customer Support Engineer With DBA Backround Based Resume Examples & Samples

Provide technical guidance and assistance either as required or as part of longer term engagements with key customers
Provide alternative temporary workarounds to technical problems in customer’s Oracle systems
Provide proactive technical advices to avoid possible future issues. Work with customers and other Oracle professionals to ensure proper design and implementation of relevant solutions
Document work delivered to customers
Identifying required / recommended actions on Customer systems as main output of service delivery, based on available best practices and delivery methodology and tools
Proposing integrations to existing delivery methodology and tools to fit new products or services
Contributing to testing and validation of tools defined for delivery of service
As part of a global team, Practice Sharing and Knowledge Sharing will be the basis to construct a solid, high quality delivery global team, as well as taking part on global projects and initiatives
Bs or Ms in Computer sciences, MIS or related field
Advising on system high availability solutions and design of physical data storage, maintenance, access and security administration
Have an excellent command of English
Holding a similar position will be an asset and male applicants must be free from military obligation
Oracle Real Application Cluster, CRS, ASM and EXADATA. High Availability architectures
BigData scenarios and products involved highly appreciated
Advanced performance tuning and optimization techniques, SQL Tuning

Oracle Advanced Customer Support Engineer With DBA Background Based Resume Examples & Samples

Primarily, and key mission of the role, is delivery of technical expertise in assigned Oracle product domain(s) to Oracle customers either onsite or remotely. It serves as second line support resource mainly, however providing first line support on occasional basis can be requested. Future development is focused on becoming recognized expert in respective Oracle product area at global level
Provide reactive onsite and/or remote technical assistance in close cooperation with Oracle Global Support and Product Development for problem analysis and investigation
Delivering, according to internal methodology and quality standards
Escalating Customer issues to Technical Account Manager where relevant
Technical Support to Technical Account Managers
Minimum of 10 years of DBA experience with supporting/managing production and non-production databases, dealing with critical situations
Optimizing database access and allocating/re-allocating database resources for optimum configuration, database performance and cost
Experience with complex incident diagnostics and resolutions in multivendor and multi-technology environments
Oracle Database 12c and previous versions. Certifications (OCA, OCP and OCM) highly appreciated
Oracle Golden Gate, Oracle Dataguard and Recovery scenarios and architectures
Enterprise Manager, Grid control and monitoring tools. Cloud, DbaaS highly appreciated
Strong UNIX skills and MS Windows operating system knowledge
Any Systems and Storage, Hardware and Software, knowledge or Background highly appreciated

Customer Support Engineer Resume Examples & Samples

Provide phone/email consultation to independently debug complex problems
Display a positive and consistent customer support/service orientation
Apply critical thinking to troubleshoot complex problems. Work on problems of diverse scope where analysis requires evaluation of identifiable factors
Influence product quality and roadmap by providing feedback to appropriate groups. Provide consultation to field consultants and partners
Knowledge of Data Center and Nexus
4+ years related experience
Virtualization technologies- VMware and or Microsoft Hyper-V
Linux & Windows Server administration and troubleshooting knowledge
Scripting/coding in one or more of Python/Ruby/Java/Jscript preferably Python and Java
Prior customer support experience preferred
Experience troubleshooting network or application performance issues
Knowledge on storage systems (EMC / NetApp)
Scripting knowledge – ability to develop scripts (using scripting language such as Python / Powershell ) to automate routine procedures strongly desired
Cisco Certifications: CCIE, CCNP, CCNA

Customer Support Engineer Resume Examples & Samples

2-5+ years related experience
Ability to drive team members to closure of a high volume of tasks
Strong prioritization and multi-task management skills
Strong technical writing skills
Self motivated analytical thinker who is able to see the "big picture"
Demonstrated ability for problem solving and strong work ethic

Senior Customer Support Engineer Resume Examples & Samples

Experience delighting customers, leadership and co-workers on a daily basis
Ability to not only be a team player but make a meaningful and significant contribution to the team overall
On your toes! We’re looking for quick and nimble. Must be a quick learner
A curious mind that loves to dive-in and find creative solutions
Engaging yet professional communication

Customer Support Engineer Resume Examples & Samples

Bachelor’s or Master’s degree in engineering (Computer Science, Electrical Engineering, Telecommunications) or equivalent
Minimum 1-3 years of related experience involving customer exposure element in Collaboration Technologies area
Good technical foundation in networking is required, ideally CCNP or above (CCIE is a preferred)
Knowledge in other technologies/products, experience and certifications are a plus
BS in a technical field (CS/EE preferred) or equivalent; 3 years of relevant experience
CCIE Collaboration highly desired
Networking – Routing Switching (TCP/QoS)
Microsoft Solutions (Exchange, Active Directory)
Microsoft (IIS, SQL), VMWare, Linux, SSL Certs,
Telepresence (VCS Expressway, VCS controller, TMS, Conferencing)
Protocols (SIP, RTP, DTMF, SAML, SMTP)
Web Proxy
Knowledge in Telepresence (VCS, TMS, MCU)
WebEx (Meeting Center, Productivity Tools, TSP Integration)
General Telepresence Endpoint
CUCM fundamentals
Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues
Ability to work with Engineering architects to influence serviceability and usability design

Temporary, Customer Support Engineer Resume Examples & Samples

Technical degree is a plus, but not required
Multi-lingual skills are a strong plus
Strong customer relations skills
Strong written and verbal communication skill
Multi-task capable with strong time management skills
Technical experience in the following areas is required

Customer Support Engineer Resume Examples & Samples

Hands on experience in installing, configuring and troubleshooting Cisco Collaboration products including but not limited to Cisco Unified CallManager, UC Applications, PGW, SBC, GateKeeper, Media Gateway
Knowledge of dial plans on the CallManager and PGW will be invaluable
Hands on experience in configuring and troubleshooting Vision OSS BVSM (HCS and HUCS) is desired
Hands on experience in configuring and troubleshooting Movius IP Unity is desired
Experience in programming and scripting is a plus
With time you must become familiar with platform HLD (High Level Design) and LLD (Low Level Design) documents
Sound knowledge and experience within at least one of the areas above
Experience in Python or other scripting languages is beneficial
Experience in Linux is beneficial
3-4 years working knowledge in a support environment

Customer Support Engineer Resume Examples & Samples

Respond, investigate and resolve 1st line customer support requests
Investigate, own and resolve issues as part of a specialized 2nd line team
Offsite visits to customer sites to investigate, coordinate and resolve open issues
Management and escalation of high priority issues
Out of hours support duties
Software upgrades, installations and health-checks
Degree/HND level in Computing, Software Engineering or Electrical/Electronic Engineering or equivalent knowledge and experience
And/ or proven years of experience working within an IT Support environment
Proven competence and specialization to troubleshoot issues in at least 2 of the following domains
Linux Operating Systems
Oracle, SQL or equivalent databases
Networking and Firewalls
Proven basic level of competence with Microsoft Operating Systems and the other non-specialized domains listed above
Ability to transfer problem solving knowledge, with respect to the GE ADMS applications
Excellent interpersonal and communication skills with a strong customer focus
Team player, willingness to work as part of a team
Willingness to learn new technologies – steep initial learning curve
Meeting targets, ability to work to tight deadlines and adapt to moving priorities
Previous experience within a software development environment
Knowledge of the energy and utilities sectors

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Customer Support Engineer Resume Examples & Samples

Customer support
By phone and help desk system
Logging bugs
RMA processing
Maintenance/Repair of incoming service systems (in-house inspection & service)
Perform system factory testing
Perform quality control on tested system
Data Processing, Calibrations
Consulting on system integration into aircrafts (e.g. for our customers)
Customer training of land and airborne systems
To be done either on-site, in-house and online (most of the time on site)
By using standard training material or individually prepared training material for the specific needs of customers
On-site system installation
Preparation of training material being used on-site, in-house or online
Participation at conferences, exhibitions or comparable events when requested from Marketing
Assembly of Aerial or Land Mobile Systems
Software Installation & Configuration
System Testing
Conduction of Calibration Flights & Drives
Quality Control of incoming parts
Provide technical assistance to Sales (Pre-Sales)
Academic studies in Geoinformatics, Geodesy or comparable
Work experience with laser technology or comparable
Profound knowledge in Photogrammetry, Geoinformatics and Image Processing are beneficial
Professional behavior in customer dialogues and presentations
Independent, structured and result oriented working method plus pragmatic and joined-up thinking
High degree of motivation, organizational and team ability
High degree of engagement and service orientation

101

Customer Support Engineer Resume Examples & Samples

Must be willing to staff a weekly on-call shift on a rotational basis
BA or BS in Computer Science or related technical fields or equivalent experience
Minimum of 3 years of experience in Technical Support
Support experience in a high-tech environment providing remote B2B 24x7 mission critical support to an international customer base
Experience using case management and bug tracking tools such as Salesforce, Jira
Excellent written, verbal and organizational skills
Must be able to work independently, responding to customer issues and driving them to resolution without supervision
Fluent Mandarin and English speaking/written skills required

102

Customer Support Engineer Resume Examples & Samples

Provide high quality technical customer support with resolutions per Service Level Agreement
Willingness to work some weekends to support 24x7x365
Diagnose, document and track cases to closure
Maintain high customer satisfaction and strong relationships with customers
Manage escalations working with Engineering, Services and Account Management teams
Enhance knowledgebase, documentation and support policies and procedures
Communicate effectively with customers, peers and management

103

Customer Support Engineer Resume Examples & Samples

Data Center Switching Support
Data Center Computing Support
Applies analytical skills and technical knowledge to solve product and software problems of moderate to high complexity
3-4 years working knowledge in Data Center Switching products and protocols - Strong analytical and troubleshooting skills

104

Senior Customer Support Engineer Resume Examples & Samples

Strong Linux system administration skills, with a range of Operating Systems – a minimum of 7+ years from: RHEL7, CentOS7, Ubuntu, Solaris
Experience with systems and network management software
Experience managing service performance monitoring on one or more platforms (Cisco UCS, UC, Converged Infrastructure, Web, mobile) with setup of key performance indicator checks, alerting systems and analysing data (machine and other, statistical analysis) utilising at least two of: SNMP, DNS, MRTG, RRD, Time series data, Zope, Logstash, Hadoop

105

Customer Support Engineer Resume Examples & Samples

Customer Support Engineers - provide remote technical support, troubleshoot & resolving customer issues
Network Consulting Engineers - subject matter experts on various Cisco technologies that manage the deployment, design and optimization of our client's networks
Advisory Services Consultants - act as advisors to our clients, assessing needs and designing solutions utilizing industry experience and Cisco technology knowledge

106

Customer Support Engineer Resume Examples & Samples

You have a bachelor's Degree or 4+ years related experience
Working knowledge of layer 2 / layer 3 protocols and technologies including: Spanning Tree, DHCP, Multicast, QoS, VLAN and VTP, Etherchannel, VSS, SPAN / RSPAN
Software scripting (Python, Perl, JavaScript)
Hands-on experience with Cisco Catalyst Switches (6800, 6500, C4500, C3850/3650)
Cisco Express Forwarding (CEF)
Hands on experience using network sniffers and troubleshooting tools such as traffic generators (Wireshark, Ixia, Spirent, and Colasoft)
Customer Support experience is preferred
Cisco Certifications: CCIE, CCNP

107

Temporary, Customer Support Engineer Resume Examples & Samples

Must have good working knowledge of Windows OS
DNS, DHCP & Active Directory
SQL native backups and restores
Previous Experience with Backup software such as Commvault, Veritas, Arcserve, or Legato

108

Auxiliary Power Unit Customer Support Engineer Resume Examples & Samples

Provide hardware/systems technical assistance
Provide off-site service/repair engineering, potentially at remote locations
Customer interface
Support critical field issues
Provide customer technical training, maintenance awareness
Coordinate field component investigations
Coordinate resolution of field quality issues
Document and communicate field issues to customer via position paper
Resolve technical documents/maintenance manual issues
Generation and approval of repair procedures
Coordination of field service bulletins/TCTOs and position papers
Gather and manage field reliability data, and customer/supplier technical data
Provide input to part/component provisioning levels
Monitor and manage customer satisfaction
Support FAA meetings and report 21.3 to FAA on all TSO APU’s
Support OEM and Aftermarket APU’s and LRU’s
Ability to support all military apu models including axial and radial
Support PWC and PWME engineering as required
Support of worldwide approved repair facilities
Aid in the set up and correlation requirements for new ARF’s (Approved repair facility)

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Customer Support Engineer Resume Examples & Samples

Help: You will be a trusted technical authority. You will guide your customers in solving problems of highly complex issues in their systems, solutions or networks. You will deliver a superb experience in a difficult situation. You will collaborate with your customers over mail, phone, Webex,.
Be sharp: You will be available for our customers, ready to jump into a new problem situation. You will co-operate with your customer to resolve the issue. You will maintain a high level of accuracy for all your assigned work. You will apply due diligence and prioritization
Learn: Be the first to lay your hands on the latest and greatest in the field of software defined, self orchestrating, self-optimizing networks' and solutions technology space. You will get to work on technologies of tomorrow, today!
Innovate: We will encourage you to be creative. We'll give you freedom to question the way you and the team work
Collaborate: You are not alone. Your team members and you form a tribe together. You will collaborate with top talents across Cisco
Share: You will author case studies, troubleshooting guides,... You'll train junior engineers. You'll help others reach their full potential
Broaden your view: You will work with our customer across the globe from different cultural, gender, lingual and technical backgrounds

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Htts Service Provide Routing Customer Support Engineer Resume Examples & Samples

You have at least 2 years of Networking experience
Determines methods and procedures on new assignments
Ability to analyze, use and configure medium to large networks
Technical phone support
Strong troubleshooting skills during critical need

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Customer Support Engineer Resume Examples & Samples

Provide technical support to our customer base to resolve highly complex issues (during business hours. Regular weekend shift are required)
Drive development and implementation of smart automation software tools
Collaborate with several teams (e.g. engineering/sales) to achieve our common goal of solving our customer problems and enhancing our products
Share your knowledge with other people in writing technical documents and enlarge the knowledge database
Strong analytical and troubleshooting skills. Ability to determine root cause and resolution for previously unknown problems
Capacity and passion to help customers
Experience in Python, Erlang or other programming languages is needed
Database Administration & Management: MongoDB, SQL, postgres
Application Support Knowledge: Java applications on Linux and/or Unix platforms, JSON/REST, Splunk …
Bachelor's or master’s degree (or equivalent) in Computer Science, Computer Engineering, Electrical Engineering or related field, combined with progressive relevant experience
Knowledge and experience within at least area of expertise of the team

112

Customer Support Engineer Resume Examples & Samples

Previous experience in a Customer Support role
Extraordinary troubleshooting skills and diligence
Strong English Communication Skill
Strong networking knowledge and understanding of switches, routers, firewalls and subnetting
Good working knowledge of standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP
Experience working with Unix/Linux command line
Ability to clearly follow processes and procedures
Ability to make decisions using critical reasoning
2 to 3 years IT operational background
Technical proficiency with email and the email infrastructure or web security technologies and networking infrastructure
Email administration, Anti-Spam and/or Anti-Virus experience desired
Experience with LDAP and Windows Active Directory Service a plus
Experience deploying and maintaining Microsoft Exchange (2000/2003) a plus
Minimum Educational Requirements: High School diploma or equivalent, associate or BS/BA degree desirable
Attending IronPort product training and other industry courses necessary to provide effective technical support

113

Customer Support Engineer Resume Examples & Samples

You have 2-3 years of customer support experience
You have strong people skills, ability to collaborate effectively with customers and other internal teams
Familiarity with Linux / UNIX command line tools / environment; perl and/or bash shell scripting
Intermediate knowledge of TCP/IP networking, network protocol and packet analysis
You are familiar with Snort or other intrusion detection systems
Experience with MySql or other SQL database
Experience with Active Directory or other LDAP implementations
Experience with VMWare

114

Customer Support Engineer Resume Examples & Samples

Routing/Switching - Strong Analytical and troubleshooting skills across Cisco platforms
You should have at least 2-3 years of networking industry experience and knowledge, products and protocols
Typically requires Bachelor's degree in a technical field or equivalent plus 2-3 years related experience

115

Customer Support Engineer Resume Examples & Samples

Solves reported product and network problems of moderate and high complexity
Effectively utilizes technical and customer relationship skills as well as databases of existing issues, debugging tools and lab simulations to analyze problems and identify solutions with a high level of customer satisfaction
Provides systems/product training and identifies improvement opportunities and recommendations in products and processes
Keeps up-to-date with the latest technology products in his area of expertise in order to provide a high quality support in current and future types of support services

116

Customer Support Engineer Resume Examples & Samples

You possess a fundamental working knowledge of the networking industry, products and protocols
Some level of experience is preferred in at least four of the following security firewall products, protocols, and solutions: Cisco PIX and Adaptive Security Appliance (ASA) Firewalls, Cisco Firepower NGFW, Cisco Firewall Services Module (FWSM) blade products, Cisco IOS Firewall, Cisco Security Manager (CSM), Cisco CSC-SSM Module, Cisco Secure Integrated Software (IOS Firewalls), CBAS IOS Firewall, SSL (Security Sockets Layer) and SSH (Secure Shell), IPSec protocols
Working with customers, you can calmly handle critical network problems and can describe complex topics in a way that is appropriate to the expertise of the customer
You have strong technical, analytical and troubleshooting skills and be able to resolve the root cause of network problems
Review customer data in the form of network topologies, and crash, log, or other device files for anomalies
You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
You are able to effectively engage resources outside their team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers
Typically requires BS in CS or EE or equivalent plus 4 to 7 years related experience
A current Cisco Certification is required, CCIE preferred
This position resides in Research Triangle Park, NC

117

Customer Support Engineer Resume Examples & Samples

Bachelor’s or Master’s degree in engineering (Computer Science, Electrical Engineering, Telecommunication or equivalent)
Minimum 2 years of related work experience involving customer exposure
Good technical foundation in networking (CCNA level equivalent, CCNP level equivalent or above)
Ability to communicate effectively in English both verbally and in writing
Experience with unicast routing protocols (RIP, EIGRP, OSPF, BGP) [essential]
Experience with Service Provider technologies (IS-IS, MPLS, L3 VPN, L2 VPN, VPLS, MP-BGP)
Experience with following technologies (IPv6, multicast routing, NAT, QoS, PfR)
Experience with IOS based software routing platforms (e.g. ISR family, c7200)
Familiarity with any of the hardware based platforms (e.g. c7600, ASR1k, GSR/XR12k, ESR, ASR9k, CRS, Catalyst family, Nexus family)
Effective Troubleshooting and Analytical skills
Eager to learn team player
Ability to work in a multicultural environment and achieve goals with limited supervision

118

High Touch Customer Support Engineer Resume Examples & Samples

Graduate in engineering/Science from reputed university with minimum 8 years of experience, at least 4 years of work experience is required on Cisco product and technologies
Strong knowledge and hands on experience in configuration and troubleshooting in IP internetworking including IPv6. Previous work experience on MPLS, MPLS VPNs, MPLS traffic engineering and IP routing protocols (IS-IS, OSPF, BGP) is required
Previous work experience and good understanding of Hardware configurations of cisco products ASR 903, ASR 1K, ASR 9K, Nexus 7K, 5K, 2K, 9K
Good understanding of feature and functionality of IOS XE and XR software and associated licensing
Fundamental understanding 4G, SP WiFi , Small Cells , VAS and Enterprise over an IP MPLS
CCIE is R&S/SP desired, CCNP Certification is MUST

119

Customer Support Engineer Resume Examples & Samples

Ownership of root cause analysis process, and ensure remediation of major issues. Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability
Recreate Customer Issues for Technical Troubleshooting in the Operate Lab
Assist T1 (Level 1 Engineers) in Recreating Customer Issues in the Operate Lab
Provide Training & Mentoring to the New Hire L1 Engineers
Provide second line phone/email consultation to independently debug complex mobility network problems
Act as a technical expert with ownership and accountability expectations in managing cases and customer situations
ITIL Foundation V3 (mandatory)
CCIE-SP written mandatory / LAB desirable
In depth understanding of service provider routing & switching
Strong at OSPF & ISIS routing protocols – mandatory
In depth understanding of MPLS & MPLS VPNs
Rich Troubleshooting skills on IGPs like OSPF & ISIS
Strong in troubleshooting various MPLS, MPLS-VPN issues
In depth understanding of BGP & MP-BGP
Expertise in MPLS-TE & various MPLS applications. i.e. VPLS/VPWS
Expertise on signaling protocols like LDP & RSVP
Knowledge of mVPN – desirable
Should be well familiar with multicast concepts
Should have working & theoretical knowledge to handle & troubleshoot service provider multicast setup
Knowledge & understanding of mVPN is desired
8+ years of working experience in service provider domain

120

Customer Support Engineer Resume Examples & Samples

Provide second/third level technical support for ACI (Application Centric Infrastructure) / Data Center solutions
Acts as a technical expert and provides support on a world-wide basis. Provides technology/product training and intellectual property material as required, including mentoring to other engineers
Interacts across TAC (Technical Assistance Center) teams, 3rd party vendors, Cisco Sales and Professional Services, Development and Engineering teams
Works on complex problems where analysis requires in-depth evaluation of multiple factors within the Data Center environment and across 3rd parties. Utilize moderate to complex lab setups to recreate and solve these problems
Participate in business and innovation initiatives
Open to learning and working technologies such as security, wireless etc as our business grows and evolves an new era of “network programmability”
A great attitude and a demonstrated ability to work with customers in a support environment
5 or more years of customer support experience, including strong analytical and troubleshooting skills, proven crisis management skills and ability to handle critical customer issues/problems
Bachelor's Degree or equivalent work experience in Computer Science, Computer Engineering, Electrical Engineering, or related field
Experience with Virtualization (OpenStack / VMware vSphere / Microsoft Hyper V / Red Hat KVM / Linux Containers etc)
Working knowledge of Data Center, Cloud and Virtualization industry, products and protocols
Fluent level of English with great verbal and written communication skills
Cisco certification is a plus (CCIE DC / R&S / etc), but not mandatory. Other vendor’s qualifications and experience are welcome
Understanding of routing & switching (Ideally CCNP R&S level or equivalent)
Knowledge of Nexus Switches and UCS products, Python or other programming languages is beneficial
Experience with L4-L7- load balancing, firewalls, etc
Knowledge of Linux. Experience with multiple distributions (Red Hat, Ubuntu, etc), networking (bonding, bridging, iptables, vlans, OVS, etc), virtualization (KVM, libvirt, etc), and server software (Apache, open iSCSI, NFS, MySQL and/or Galera, MongoDB, etc)
Ability to work effectively with and provide guidance to other members by Determining methods and procedures on new assignments, mentoring more junior engineers and promoting/soliciting ideas within TAC team
Other technology disciplines may be considered

121

Customer Support Engineer Resume Examples & Samples

Demonstrated knowledge of TCP/IP fundamentals is absolutely required. Knowledge of and experience with routing/switching protocols
Strong analytical and troubleshooting skills, the ability to handle critical customer issues in crisis situations, and the ability to work under pressure are all required
Demonstrated ability to work in a team
Good verbal and written communication skills in Chinese and English
Typically requires BS in CS or EE or equivalent plus 5 years' Networking related experience and CCNP/CCIE desired OR 3 years' Networking related experience and CCIE required

122

Customer Support Engineer Resume Examples & Samples

Interesting job in an international company
You will be part of a global leader that contributes actively to sustainability and care for the planet
A company that embraces diversity to the fullest
Friendly, ‘green’ office with positive energy and happy employees
Project leadership skills to be the bridge between customer specifications and software engineers
Analytical skills for problem solving
Representative personality
Can perform under stressful circumstances
Have knowledge of Microsoft OS. Have knowledge of others like UNIX is a benefit
Are fluent in Dutch and English (oral and writing)

123

Customer Support Engineer Resume Examples & Samples

Represent UTC Aerospace Landing Systems technically at aircraft OEM and airline customers
Coordinate specific aircraft program technical support activities including resolution of technical problems with in-service products
Coordinate the resolution of general in-service product problems and respond to customer inquiries for assigned program(s) in a timely manner
Coordinate development of Component Maintenance Manuals, Service Bulletins, Service Letters, and Product Deviations Authorizations
Prepare and deliver airline technical sales presentations
Prepare and conduct product maintenance and overhaul training
Provide Manufacturing and Service Center support on technical issues
Actively participate in new program design/development activities
Experience with component design
Customer/Client interface experience
Ability to write technical reports and other documentation
Experience giving customer briefings and/or training sessions
Must be able to verify U.S. Person Status as defined by International Traffic in Arms Regulations (ITAR)

124

Customer Support Engineer Resume Examples & Samples

Research and analyze Original Equipment Manufacturer and Federal Aviation Administration Service Literature and provide recommendations tailored to the fleet
Provide solutions intended to improve system performance and increase operational availability
Support projects, perform research, and develop solutions to resolve Program issues
Participate on teams to resolve a wide range of technical and operational issues associated with in-service aircraft, depot maintenance, and repair
Assist in maintaining configuration control for the aircraft
Participate in a multi-disciplined team to ensure customer contractual requirements are met

125

Customer Support Engineer Resume Examples & Samples

Customer Skills
Proficient in troubleshooting, configuration, installation and repair of electronic systems and computers, as well as a solid mechanical aptitude
Ability to speak effectively before customers and act in an advisory capacity
Ability to work effectively and efficiently under tight deadlines with multiple interruptions

126

Customer Support Engineer Resume Examples & Samples

Act as a focal point for high impact, large account problem resolution
Works on complex problems where analysis of situations requires in-depth evaluation of factors
Participate in daytime and night/weekend on-call rotation
Troubleshoot complex enterprise networks to quickly resolve downtime and outages
Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
Minimum of 6-10+ years experience in network support with focus in Wireless technology
Strong practical knowledge of TCP/IP, packet captures, and analysis of such
Strong practical knowledge of troubleshooting wireless LAN controller issues, AP issues, Cisco Prime Infrastructure
Knowledge and experience with conducting and analyzing wireless site surveys, including AirMagnet surveys or similar
Working knowledge of routing and switching protocols (examples: BGP, EIGRP, OSPF, and STP)
Working knowledge of protocols including Multicast, HSRP, IPSEC, and Frame-Relay
Strong practical knowledge of Cisco platforms including 6500, Cisco 5500 & 8500 series WLC’s
ITIL certifications a plus
CCIE highly desired but not required (CCNP required)
CWNA, CWSP, CWAP, CWDP, CWNE desired but not required
*THIS POSITION REQUIRES US CITIZENSHIP OR GREEN CARD HOLDER***

127

Customer Support Engineer Resume Examples & Samples

Install, modify, repair and perform preventive maintenance on equipment and systems while adhering to Brooks policies, procedures and work direction of supervisor or shift/site lead
Interface with customers to ensure customer satisfaction with equipment and service levels, as well as participate in customer operational/ status meetings
Maintain a safe and clean working environment by conforming at all times to Brooks and customer’s work protocols and policies
Attain Equipment Service and Operation Certification on equipment and systems as defined by your manager
Submit expected reports, such as Service and Status Reports, on all support activities as defined and expected by your manager
Productively react to changing priorities, and support organizational and administrative duties
Train Brooks and customer personnel in equipment operation and maintenance procedures
Participate in continuous improvement programs and projects
Required to work in a Clean Room environment wearing a full clean room suit according to customer requirements
Must be available and willing to travel, domestically and internationally as needed and be available for specific emergency on-call work. Depending upon business needs travel can vary greatly to as high as 95% of the time
Must have a valid drivers license, good driving record, reliable mode of transportation, qualified to obtain a credit card for expenses, and able to obtain a valid passport for the term of employment
Must be qualified to meet the requirements of background screening by a third party agency
Must be able to lift up to 50 pounds, climb ladders, scaffoldings, and use Personal Protective Equipment
Must be able to work in awkward positions and in confined spaces
Must be proficient with the use of a PC, Windows, and DOS based Operating Systems. Be able to use the company’s standard software to generate reports, presentations and document the daily activities as defined and expected by your manager
AS degree, technical certificate or equivalent and minimum of 2 – 5 years related work experience desired; or BS degree in Electrical or Mechanical Engineering with high interest and hands-on experience on equipment
Must possess excellent communication skills with ability to read, write and speak with clarity in the English language and interface effectively with customers and peers
Requires excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause of an outage, with the ability to handle problems independently and implement corrective action

128

Customer Support Engineer Resume Examples & Samples

Understand AVS products (LearningSpace and Replay) software backend and functionality
Understand AVS products (LearningSpace and Replay) log files and structures
Provide high-quality technical support and deliver solutions to both technical and non-technical end users
Take ownership of technical issues and work with developers to resolve more advanced issues when necessary
Pro actively monitor and report the system issues to manager
Document troubleshooting and problem resolution steps
Maintain a daily active contact with the Customer Communication colleagues for the sake of successful problem solving
Support Engineers may be required to be on-call on a rotating basis
BS in Computer Science or related field
Ability to analyze problems and offer alternate solutions
Ability to design training solutions and suggest improvement opportunities on training approaches and delivery methods
Ability to creates value-added and consistent maintenance approaches (e.g.,root cause analysis) to proactively reduce problems for end-users
Ability to work in teams and meeting schedules
Displays understanding of web applications / systems design and frameworks
Shows understanding of the processes needed to customize solutions that meet multiple end-user/technical requirements
Ability to communicate in a customer-facing environment
Ability to work with other departments
Strong analytical skills and high initiative
Ability to work in diverse environment
Proficient in both written and spoken English

129

Customer Support Engineer Resume Examples & Samples

The Customer Analyst has responsibility for multiple named accounts. This responsibility includes primary day-to-day post sales customer contact. The primary objective of the customer analyst is to ensure that all customer contracted services levels are met or exceeded to avoid financial penalties
For new accounts the Customer Analyst works as a member of an implementation team under the direction of an Account Program Manager. In special cases the Customer Analyst may assume the responsibilities as an Account Program Manager. As an Account Program Manager the Customer Analyst acts as the single point of contact for all schedules and resource coordination related to implementation of services for that account
In addition to the day to day customer contact, the Customer Analyst is responsible for all aspects of maintaining the WebEx and Cloud Connected Audio (CCA) services for their named accounts. This includes technical troubleshooting and escalation, WebEx site administration, WebEx client tool installations/upgrades/updates, and capacity planning
The Customer Analyst is responsible for developing and maintaining all account specific documentation. This documentation describes the account configuration, contact information and account specific processes. The documentation is relied upon by other organizations for the appropriate handling of the account
The Customer Analyst is responsible for managing all post implementation technical projects related to their named accounts. This includes coordinating necessary maintenance time and resources for upgrades and updates. This may also include coordination of activities related to rolling out new WebEx/CCA features to the account
The Customer Analyst provides periodic reports and analysis to each account. These reports are targeted at customer executive contacts and provide valuable data on WebEx/CCA usage and service levels. The Customer Analyst is responsible as an escalation point for the Help Desk which acts as the primary WebEx/CCA end user support resource. At times the Customer Analyst will be responsible for providing after hours escalation support. This includes responding to after-hours Help Desk inquiries and responding to all system generated alarms. The Customer Analyst manages all technical escalations for their accounts. This includes qualifying all technical issues before escalating within the defined support process, monitoring and managing system issues and driving these issues to closure

130

High Touch Customer Support Engineer Resume Examples & Samples

Provide second or third line phone consultation to debug broad, complex unique network typologies with mixed media protocols to Cisco customers
Works on automating and avoiding network issues in the customer networks
Provide systems/product training to customers, and contribute towards building a knowledge base to help customers and internal stakeholders
Provide guidance leadership to less experienced engineers
Act as a technical expert and provide support on a Spanish, Portuguese and world-wide basis
Interfaces with VARs, OEMs, end-users, and internal engineering departments to drive quality into the product
Typically reports to Technical Services Manager
Prior customer support experience with the following products is HIGHLY desirable

131

Customer Support Engineer Resume Examples & Samples

Help: You will be a trusted technical authority. You will guide your customers in solving problems of highly complex issues in their systems, solutions or networks. You will deliver a superb experience in a difficult situation. You will collaborate with your customers over e-mail, phone, Webex,.
Learn: Be the first to lay hands on the latest and greatest in the field of software defined, self-orchestrating, self-optimizing networks and solutions technology space. You will get to work on technologies of tomorrow, today!
Innovate: We will encourage you to be creative. We will give you freedom to change the way you and the team work
Share: You will author case studies, troubleshooting guides,... You will train junior engineers. You will help others unleash their full potential
Broaden your outlook: You will work with our customers across the globe from different cultural, gender, lingual and technical backgrounds
Application Aware: You know you way around application stacks (in Linux, Unix,...). You can read scripts and can do basic programming in Python (or Erlang, Bash,...)
Communicate: You have excellent communication skills (in English)
Education: You are Bachelor or Master in Engineering, Computer Science or have similar experience

132

Customer Support Engineer Resume Examples & Samples

Minimum of 6-10+ years experience in network support
Strong practical knowledge of troubleshooting Routing and Switching protocols BGP, EIGRP, OSPF, and STP
Strong practical knowledge of Cisco platforms including 6500, FWSM, and ISR series routers

133

Customer Support Engineer Resume Examples & Samples

Receive minimal supervision on routine work, and general instruction on new assignments
Minimum of 3-5+ years experience in network support
CCNP highly desired

134

Customer Support Engineer Resume Examples & Samples

BSCS/EE and minimum of 3-4 years’ experience in either technical support or development organization
Technical knowledge on Cisco Voice and Video products
Professional level certification in Cisco technologies (CCVP, CCNP)
Solid Communication Skills (Written/Verbal/Presentation)
Solid team player
Ability to work under pressure and the willingness to adapt, overcome and succeed in a constantly changing business and technical environment is necessary
Deep technology knowledge on Multicast
Hands-on experience on Cisco products in one of areas: Voice/Collaboration, Video, TV Broadcasting, Digital Signage, Security. E.g. Cisco Unified Communication Manager, Cisco UCCE, DCM, STB etc
Knowledge on Database and Data structure, e.g. SQL, XML, etc
Experience of troubleshooting different kinds of APIs, e.g. Restful API, SOAP, etc
Working experience in Healthcare industry
Ability to scale with multiple network engagements with multiple customers
Good Customer Handling Skills and ability to collaborate with different third party Vendors
Masters in a technical field (CS/EE preferred) or equivalent

135

Customer Support Engineer Resume Examples & Samples

Technical knowledge on Cisco Routing & Switching products
Professional level certification in Cisco technologies (CCNP)
Hands-on experience on Cisco products in one of areas: Routing and Switching, Security or Wireless. E.g. IOS, ASA
Network management experience, familiar with Network management applications, understands protocols, e.g. SNMP, RestAPI, etc
Working experience in one of market segments: Manufacturing, Energy management, Healthcare, Transport, Building or City management

136

Customer Support Engineer Resume Examples & Samples

You'll provide second/third level technical support on a worldwide basis to customer sites where Cisco Unified Contact Center (UCC/IPCC) and other Cisco Call Center applications are deployed
You will determine methods and procedures for solving complex technical issues encompassing hardware, software and networking
You will function as technical lead for large customer accounts with multiple concurrent technical issues. Formulate technical action plans for analyzing and resolving end-to-end solutions
Generate clear and concise documentation in the form of case notes, technical tips and white papers
You will work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
Acts as a focal point for large account Contact Center/UCC/IPCC problem resolution
You have working knowledge of Networking industry, products and protocols. Able to determine problems and deliver known solutions with a high level of customer satisfaction
You have a minimum 4 or more years’ experience and a combination of the following; designing, deploying, configuring, supporting, trouble shooting, debugging and administering the Unified Communications products, devices, solutions, and technologies for small, medium, large and/or enterprise businesses
Typically requires BS in a technical field (CS/EE preferred) or equivalent with 3-5 years related experience
General IP Contact Center
ICM (Intelligent Contact Manager)
Cisco IPT related products: CallManager, Unity, UCC/IPCC, Voice Gateways, etc.
Microsoft Exchange
2+ years Microsoft SQL server

137

Customer Support Engineer Resume Examples & Samples

Typically requires a Bachelor's Degree or equivalent plus 2 to 5 years of related work experience
General knowledge of the networking industry, Cisco products, and protocols
You have technical expertise and extensive customer service/support experience, including crisis management skills and ability to handle critical customer issues/problems
Effective written and verbal communication, including strong negotiating and influencing skills
This position is in Research Triangle Park, NC
CCNA / CCIE level networking knowledge
Proficient in one or more Programming languages (C, Java, Python)

138

Customer Support Engineer Resume Examples & Samples

Typically requires Bachelor's Degree with a technical focus or equivalent industry experience
1+ years exposure to network management, products and protocols
Strong SNMP Skills & Cisco Prime Infrastructure skills
Ability to resolve problems and deliver known solutions
Desired skill sets are associated with the following certifications or technologies
CCSP, CCNP, CCIE
RHCS, MCSE, Sun System Network or Security Admin

139

Customer Support Engineer Resume Examples & Samples

Provides second/third level technical support on a worldwide basis via phone, email, remote access to customer devices
Works on complex problems where analysis requires in-depth evaluation of multiple factors within the Network Security environment and across 3rd parties
You will also have access to our state-of-the-art lab, where we recreate customer issues using a wide selection of both networking and test equipment
Be able to work collaboratively in a team environment, provide training, and mentor and lead other engineers in an on the job
Build a knowledge base for customers to enable self-service problem resolution
Open to learning and working in other technology domains such as Data Center, Wireless etc as we evolve to the new era of network programmability
BS in CS/EE or equivalent plus 2-5 years of Security related experience
Strong knowledge/experience in any of the two core security areas: Cisco ASA, Firepower/Sourcefire, ISE ,WSA,ESA
Openness to work in different domains including Data Center
Certifications such as CCIE, RHCE, VCP etc, along with programming experience in Python and/or RESTful APIs (using XML/JSON) will be an advantage
A solid understanding in any area of networking such as R&S, Wireless or DC (Ideally CCNP Level or above)
Experience on tools like Splunk,F5, Mobileiron, Radware DDos, Rapid7 Nexpose, IBM Arcsight, Lanecope Stealthwatch

140

Customer Support Engineer Resume Examples & Samples

Open to learning and working technologies such as security, wireless etc as our business grows and evolves an new era of "network programmability"
A great attitude and a demonstrated ability to work with customers
Expertise with Nexus Switches and UCS products, Python or other programming languages is beneficial
Virtualization experience (OpenStack / VMware vSphere / Microsoft Hyper V / Red Hat KVM / Linux Containers)
Cisco certification is a plus (CCIE DC / R&S / etc), but not mandatory. Other vendor's qualifications and experience are welcome
Demonstrates strong understanding of routing & switching (Ideally CCNP R&S level or equivalent)
Knowledge of Linux. Experience with multiple distributions (Red Hat, Ubuntu, etc), networking (bonding, bridging, iptables, vlans, OVS, etc), virtualization (KVM, libvirt, etc), and server software (Apache, open iSCSI, NFS, MySQL and/or Galera, MongoDB, etc) are all strongly desirable

141

Customer Support Engineer Resume Examples & Samples

Provide senior level second line phone/email consultation to independently debug complex IP Contact Center problems
Provide systems/product training to peers within the High Touch Technical Support (HTTS) team
Act as a senior level focal point for large account network problem resolution
Support reactive case handling for Cisco's largest SP and Enterprise customers with Cisco UCC technologies (Cisco Unified Contact Center, CVP, IVR)
Report to Mgr, Technical Support
Interface with lower level CSE's, VARs, OEMs & end-users & internal engineering departments
Typically requires BS CS or related (or equivalent exper) plus 6-8 yrs relevant experience
Significant Contact Center or IP Telephony experience
Strong documentation skills to be utilized for case management, knowledge capture, defect management and Trainings
Excellent verbal communication skills, as these skills are essential for this engineering role as most of the work being done is through the phone
Very strong Problem Solving skills will be utilized often as this position covers all Cisco Contact Center solution and IP Telephony technologies
Strong understanding of TCP/IP. IP knowledge is critical as it is the foundation for most IP Telephony technologies
Working knowledge of handling network down situations
This role will be handling S1/S2 Service Requests with limited supervision
Must be highly motivated and self driven. Must be able to work with minimal supervision
Good organizational skills. The position requires that the CSE is able to prioritize his/her workload and manage customer commitments
Strong teamwork and collaboration skills. The HTTS IPCC team relies on each CSE to communicate and collaborate often. This results in a very strong teamwork which has proven to be successful in driving Issues to Resolution quickly

142

HPW Customer Support Engineer Resume Examples & Samples

Technical knowledge of rotorcraft and turboshaft systems
Background in rotorcraft fleet operations and sustainment activities
Experience with US Army operations that includes fleet operations, logistics, maintenance planning and management and training
Demonstrated ability to provide effective leadership to a diverse group of people

143

Senior Customer Support Engineer Resume Examples & Samples

Function as a senior level technical resource to assist support teams troubleshoot and resolve high impact issues on the Commerce Cloud platform
Perform performance reviews of client solutions to develop recommendations for improving performance and scalability and work closely with clients to drive adoption
Work in dedicated cross functional teams to investigate and diagnose low-level issues in the product or platform. As well as review and evolve best practices client best practices with a focus on performance and efficiency of customizations to the Commerce Cloud platform
Work closely with clients to understand and document business requirements leading to inefficient implementations and translate those into platform and or product enhancements
Participate in scalability initiatives involving performance testing of large scale solutions against the platform to determine opportunities for product improvement
Work closely with Product and Platform Engineering teams to identify opportunities for inefficient use of the platform and provide guidance from a Client Support perspective to hardening initiatives
Assist in the development of training material supporting current best practices for efficient and scalable solutions on the Commerce Cloud platform
Provide on-call support in team rotation basis
Minimum of 4 years relevant work experience in one or more of the following: Software Development, Platform Architecture / Engineering, Solution Architecture
Experience with cloud computing technologies; SOA, application servers, middleware, enterprise application integrations, databases, security, performance & scalability - ideally in eCommerce or similar applications (ERP, CRM) in a SaaS environment
Familiarity with development IDE's such as Eclipse
Ability to prioritize, multi-task and perform effectively under pressure
Solid understanding of performance testing methodologies with work experience in the field a significant plus
Ability to work self-sufficiently and drive client and partner engagements to success without supervision
Strong verbal and written communication skills with demonstrated ability to effectively communicate and influence in cross functional teams
Experience with Commerce Cloud preferred
BS/BA Degree (or equivalent)

144

Customer Support Engineer Resume Examples & Samples

Plan and conduct product training for ASPs and customers in support of new product introduction (NPI)
Provide tools and technical support to ASPs and customers for the proper servicing of HTC equipment
Lead efforts to certify and audit repair center for overall product quality
Plans and coordinates any required rework/re-flash activities of HTC products
Gather and analyze key metrics data for repair effectiveness and quality, develop improvement plans and guide actions to improve KPI’s
Develop and maintain a close working relationship with off-site vendor personnel and customer representatives
Attend meetings, conference calls, and other information exchanges with vendors
Confer with management, production, and program management staff to determine engineering feasibility, cost effectiveness, and customer demand for new and existing work loads
Advise management of new developments which may affect workload, schedule, costs, customer relations, and/or interdepartmental relations
Some travel required
Spanish language skills required
Minimum of three to five years’ experience in QA, Customer Service, Electronics Service, or Telecommunications related field including administration of day-to-day QA and customer service support
Must have strong business knowledge of wireless device repair, quality, and reverse logistics (bounce rates, no-fault incidents, scrap rates, etc.)
Strong technical knowledge of proper handling of electronic/computer and/or cell phone service issues
Ability to perform product, process, and system audits including preliminary troubleshooting and failure analysis on devices
Knowledge of Return Material Authorization process
A strong working knowledge of the following software: MS Word, MS Excel, MS Windows 2000
Professional, customer service orientation—in person, via telephone or written correspondence
Ability to produce consistent, high-quality work with a focus on details
Excellent communication skills to quickly establish rapport and credibility with clients
Entrepreneurial, driven, high-performance, and results-oriented
Ability to manage multiple projects, prioritize a heavy workload, and meet strict deadlines

145

Customer Support Engineer Resume Examples & Samples

Significant Contact Center or IP Telephony experience – In depth knowledge of installing, supporting, and troubleshooting call center products and Unified Communications solutions
IP Networking experience
CCIE Voice or equivalent level industry certification preferred
Very strong Problem Solving skills--will be utilized often as this position covers all Cisco Contact Center solution and IP Telephony technologies
Working knowledge of handling network down situations--This role will be handling S1/S2 Service Requests with limited supervision
Ability to drive recreates remotely--Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve

146

Customer Support Engineer Resume Examples & Samples

Typically requires BS CS or related degree (or equivalent experience) plus 6-8 yrs relevant experience
Extensive knowledge on IM& presence, Unity and
In depth knowledge of installing, supporting, and troubleshooting Cisco IP Telephony products and Communications solutions
Intermediate understanding of Datacenter technology
Very strong analytical skills--will be utilized often as this position covers all Cisco IP Telephony technologies
Deep understanding of TCP/IP--IP knowledge is critical as it is the foundation for most IP Telephony technologies
Good organizational skills. The position requires that the CSE is able to prioritize his/her workload and manage customer dedications
Cisco Voice CCIE certification and/or current Cisco CCVP

147

Customer Support Engineer Resume Examples & Samples

Preparing and supporting customer deliveries
Managing and developing the spare part inventories
Developing the global spare parts order-delivery and inventory processes

148

Senior Customer Support Engineer Resume Examples & Samples

Responds to customer inquiries and concerns verbally, in writing and in personal visits, providing technical guidance and expertise to resolve technical or service issues of immediate customer concern. Candidate must be willing to respond to 24/7 when the Customer is facing an AOG situation
Raises issues on a priority level to organization leadership as required when customer satisfaction is at stake
Responds to customer inquiries regarding logistical and commercial issues and implements or recommends resolution actions to leadership in support of remedy to issues
Focus on continuous improvement of customer support processes and tools in order to provide a higher level of customer engagement and first time problem resolution
Provide support to the ACSS repairs stations in cases where additional information is required from the Customer. Liaise with the Customer to gather additional information regarding the removals as necessary in cases where the reason for removal is not being confirmed or repetitive failures exist
Monitors product performance and generates reports as necessary to support customer requirements. Makes recommendations for modifications to improve reliability and customer confidence
Reviews and maintains all current product and training documentation, notes errors and required modifications for use during revisions
Monitors internal engineering changes (affecting products) to determine the impact (to customer program). Contributes to the creation of ACSS field service bulletins or information letters to inform the affected customers, as required
Responsible for the development and enhancement of training materials. Presents training programs and individual training experiences to ensure that customer representatives are effectively trained in all phases of product installation, maintenance and repair
Review and negotiate with leadership OEM Product Support Agreements
Bachelor's degree in Aviation, Engineering, or a related discipline preferred
8+ years of related experience preferred
Requires thorough knowledge of digital and solid state electronics with specific avionics technology, a working knowledge of RF systems
Strong business acumen; understands business implications of decisions; displays orientation to customer satisfaction and profitability; demonstrates knowledge of market and competition
Able to communicate clearly and effectively at the appropriate levels within the Customer organization as well as with subordinates, peers and supervisors. Capable of making effective presentations to articulate ideas to the intended audience
A self-starter, highly motivated, with a strong work ethic. Demonstrates a professional outlook with unquestionable integrity, credibility and character

149

Customer Support Engineer Resume Examples & Samples

Major output signals from each system
Major input signals for each system
Path from input signal thru system equipment to output signal
Logic/criteria for detecting failure in each system
Conditions to detect failure by simple Boolean expression
Simple signal route of detecting failure to flight deck
Simple signal route of detecting failure to Central Maintenance System (CMS)
Fault messages detected in CMS
Indication in flight deck to show failure detected in EICAS
Development of the AMM Source Information
System conditions required for test
Airplane conditions required for test
Arranging check items and test articles in the correct test order
Determine the pass/fail criteria (go/no go) for the test
Other Tasks
Bachelor’s Degree in a technical related field (aeronautical, mechanical, electronic, etc.), and 2+ years of airline working experience as maintenance support engineer
Bachelor’s Degree in a technical related field aeronautical, mechanical, electronic, etc.), and 2+ years of aircraft manufacturer working experience as a design/sustaining or modification engineer
Aircraft Maintenance Engineer License (AME, XXX, XXX, etc.), and 10+ years of aircraft manufacturer or airline working experience as maintenance support engineer

150

Customer Support Engineer Resume Examples & Samples

Ensure customer satisfaction - technical support of the customer, customer support in quality issues and promotion of LEONI’s reputation
Involvement in production and quality issues
Realization of customer specific requirements
Zero-Defect-Strategy
Involvement in customer requirements concerning technical changes, technical support of the customer
Consideration of assembly requirements of the customer under consideration of the production conditions of LEONI
Processing and coordination of customer complaints, corrective actions and follow-up meetings
Interface to Quality Management and customer; internal distribution of information
Representation of LEONI and the interest of the customer
Bachelor’s degree in the Engineering or other related Technical field
Experience in Quality Management
Excellent communication, presentation and interpersonal skills
Problem-solving capabilities, with ability to read 2D and 3D drawings
Organization Skills, ability to self-motivated/self-direct with time management skills

151

Technical Customer Support Engineer Resume Examples & Samples

Help customers deploy 3DEXPERIENCE cloud solution by coaching customers in dealing with complex system problems
Provide advanced, front-line technical engineering support and high quality solutions
Make customers productive by diagnosing and troubleshooting technical issues including authentication, performance, licensing, or software coding issues

152

Customer Support Engineer Resume Examples & Samples

Provide immediate technical support and resolution of issues within the workshop
Create and update technical data, CMM, RRI and Route cards
Best practice opportunities and rework schemes – Cost Savings
Attend and support Trier 1 meetings
Support and Improve OTD
Conduct Warranty adjudication within the targeted time
Product investigations involving detailed report writing and root cause and corrective action
Clear communication both internal and external customers
Leading 8D events effectively
Warranty reduction activities and in-service performance reviews
Provide 24/7 Out of hours Technical Assistance Team
Meet Aftermarket goals, activities and strategies in accordance with the strategies identified by the Product Support Manager
Meets performance plans and targets and take corrective action as required to meet these goals
Ability to manage customer relationships while continuously improving Eaton’s reputation
Drives focus on Technical Support to the Customer and throughout Eaton Limited
Reviewing In-service performance of our products and conducting reviews to improve it (if required)
Manage workloads and customer expectations
Produce and execute internal and external training packages
Manage 8D events effectively and communicate the results and corrective actions

153

Customer Support Engineer Resume Examples & Samples

Strong protocol knowledge: MPLS, BGP, EBGP
Routing/Switching - General knowledge of troubleshooting Routing/Switching across Cisco platforms
2 years working knowledge of Networking industry, products and protocols
Receives minimal supervision and provide mentorship to lower level engineers
You have excellent crisis management skills and ability to work critical network outages where time recovery is key
Typically requires a Bachelor's degree or equivalent, plus 3-5 years related experience
Multicast knowledge
Teamwork and collaboration, eager to learn and develop career
CCIE

154

Customer Support Engineer Resume Examples & Samples

Act as a technical expert and go-to resource for the team
Provide support on a world-wide basis to all HTTS customers
Report to Mgr, Technical Support and interface with lower level CSE's, VARs, OEMs & end-users & internal engineering departments
Work on problems of diverse scope where analysis requires evaluation of identifiable factors
Typically requires BS CS or related (or equivalent experience) plus 6-8 yrs relevant experience significant Contact Center or IP Telephony experience
In depth knowledge of installing, supporting, and troubleshooting call center products and Unified Communications solutions
IP Networking experience-Knowledge of Networking industry, products and protocols-CCIE Voice or equivalent level industry certification preferred

155

Customer Support Engineer Resume Examples & Samples

Acts as a focal point for large account network problem resolution. Acts as a technical expert
Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 3-5 years related experience
Idioms (Spanish and/or Portuguese is mandatory)
Proven crisis management skills. Typically reports to Mgr, Technical Support
Typically interfaces with lower level CSEs, VARs, OEMs, end-users, internal engineering departments. Impact is major

156

Customer Support Engineer Resume Examples & Samples

Experience troubleshooting advanced networking issues
Expert grasp of fundamental networking theory
BS in a technical field (CS/CE/EE preferred) and 4-8 years of experience in network support
3 years’ experience supporting network security products
Linux Administration/FreeBSD
Advanced Wireshark analysis
Web Proxy support experience
Python Programming experience

157

Customer Support Engineer Resume Examples & Samples

Responsible for providing product support to users of the Commerce Cloud platform. Supports and contributes to the growth of best practices for delivery of Commerce Cloud support services
Understand Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of Commerce Cloud product issues
Complete assigned cases in queue with little or no supervision
Manage individual product issues to resolution
Contribute to the definition and evolution of Commerce Cloud methodologies, standards and best practices for support and product delivery
Act as customer advocate
Identify customer needs and cultivate a relationship with the customer to generate more business for Salesforce Commerce Cloud
4- plus years providing customer facing (level-2 or higher) product/technical support (Web based products or eCommerce preferred)
Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services. Candidates must be able to read and understand code written in the above languages
Must be proficient with analyzing log files and standard debugging concept
Experience providing web development support is highly desirable. Familiarity with development IDE's such as Eclipse
Familiarity with tools & practices of the trade such as case management, knowledgebase, defect & escalation management
Experience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable
Experience providing SaaS support is desirable
Fluency in oral and written communication: French and English language
LI-Y

158

Customer Support Engineer Resume Examples & Samples

You have a working knowledge of Networking industry, products and protocols
Minimum 3-5 years experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering the following Multi Service Voice products, devices, solutions, and technologies for small, medium, large and/or enterprise businesses such as the following
Can work under minimal supervision
Exercises discernment within defined procedures to figure out appropriate action
CCIE desired / preferred but not required

159

Customer Support Engineer Resume Examples & Samples

BS/BA degree required
You have 4+ years related enterprise switched network experience
You can demonstrate working knowledge of layer 2 / layer 3 protocols and technologies including
Hands on experience using network sniffers and troubleshooting tools such as traffic generators (Ixia, Spirent, Colasoft),

160

Customer Support Engineer Resume Examples & Samples

Sound technical knowledge in all product lines supported
Knowledgeable in applications of all product lines supported
Knowledgeable and well versed in all software platforms of associated supported equipment
Expertise in use of all relevant test equipment

161

Customer Support Engineer Resume Examples & Samples

Expertise in a regulated environment
Service skills using Water's LC/UPLC
Strong interpersonal skills; strong team player with a customer satisfaction focus
Hamilton liquid handling experience
Education Requirement
This position requires a Bachelors degree or equivalent in Biology, Chemistry, Electronics or related discipline plus minimum work experience listed above

162

Customer Support Engineer Resume Examples & Samples

The primary duties of the Customer Support Engineer are to install, maintain, verify performance, and repair equipment at customer sites ensuring best-in-class service
Provide scheduled preventative maintenance for contract customers, remedial maintenance for non-contract customers, and all warranty services which apply to our products in the field
The Customer Support Engineer will also help develop new business through the sale of new service agreements, service agreement upgrades and instrument add-ons to existing contracts
Assist and support local sales representative secure new instrument orders
Contribute to account profitability through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables
Other responsibilities include maintaining up to date electronic and repair documentation for dispatch, inventory and service support functions of the job
Accountability for assigned company assets to include: Company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, etc
The Customer Support Engineer will take an active role in developing technical skills and soft skills to maintain and enhance PerkinElmer’s value proposition to the customer
Seek higher level certification through participation in company sponsored training & development initiatives
Report potential quality issues via the Caliper corrective action process. Travel 30 - 40%

163

Senior Customer Support Engineer Resume Examples & Samples

Willingness to learn new technology in a fast-moving environment
Good knowledge of Microsoft Windows platforms (Win 7, 8, 10 and Win Server 2008, 12) and the Microsoft Office Suite is essential
Experience with the Microsoft SQL Server application, as well as SQL queries and commands
Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS

164

Customer Support Engineer Resume Examples & Samples

University degree in an ICT field
Great service orientation
Intermediate Linux/Unix skills
Practical data handling skills (from areas such as DBs, ETL, XML)
General understanding of internet technologies such as HTTP, DNS, load-balancing
General understanding of a programming language
Customer or technical support experience in a software or services company
Good communication skills both written and verbal. Good knowledge of English
Self starter with strong drive who mobilises people and gets things done
Good understanding of Java or another OO programming language
Affinity with e-commerce, web analytics, marketing and/or psychology

165

Customer Support Engineer Resume Examples & Samples

Take ownership of the development of RTL2GDSII reference methodology kits with minimal oversight
To document experiences and take responsibility for the creation of user guides and application notes
Identify and feedback areas of improvement to RTL design teams with a view to improve the quality of Imagination's IP
Delivery of semiconductor conference material
To assist with pre-sales technical campaigns and to provide post-sales support
Provide support to 3rd party collaborations
Hands-on experience using market leading Place and Route tools, preferably ICC and ICC2
Some experience with running physically aware Synthesis using either DCT or DCG
Understanding of basic DFT methodologies including Test Compression and BIST
Self-starter, able to work autonomously
Experienced in working to deadlines whilst maintaining high standards
Needs to be personable and able to influence others
Proficiency in problem solving/analysis
Some experience in STA in Primetime
Some experience using Genus/Innovus
Able to understand basic VHDL/Verilog
Experience in low-power management techniques
Hierarchical implementation flows
MBIST, Test compression implementation experience
Experience of 3D Graphics would be beneficial but not essential
Experienced in creation customer Tcl procedures to improve analysis and/or QoR
Experience with 16nm and below

166

Customer Support Engineer Resume Examples & Samples

Installs complete AFIS sites including hardware, software, X-load, matcher, partitioning, disk space analysis, etc
In cooperation with Regional Service Manager, prepares preventative maintenance schedules for remote sites
Performs preventative and remedial hardware and software maintenance and system administration on assigned morphoTrak's products; provides assistance on installations and removals. Installs field change orders, when required
Writes UNIX shell scripts to analyze and process data, write utilities to simplify AFIS operations and communications
Ensures defective parts are returned correctly and in a timely manner
Tracks assigned inventory
Troubleshoots and promptly escalates customer service issues and other systems anomalies to Technical Support and Support Management to ensure a swift solution
For individuals assigned to on-site locations, serves as primary on-site contact to MorphoTrak offices
Makes decision for proper support procedures when system problems arise
Works with software developers on system enhancements
Prepares and reports status and attends project support meetings to ensure compliance with customer requirements
Commit to the Quality Principles of “Customer First, Do it Right the First Time, and I own Quality”
On average, s/he works on more complex tasks/projects than a Customer Support Engineer (I), as assigned by the Manager
Must have a Bachelor's degree in Computer Science, Mathematics, Physics, etc
Must have a minimum of three years' experience in field service/customer support
Must demonstrate an intermediate knowledge of central processing units and customer service techniques
Must be able to run associated diagnostics
Must have experience using UNIX in a professional environment
Must have strong computer skills with a good knowledge of Windows OS; must be comfortable with hardware and software solutions
Must have good decision-making skills to be able to take appropriate decisions within the framework of established department and company policies and practices in a remote environment
Must have excellent analytical and problem-solving skills to be able to work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of multiple factors
Must be able to operate independently with minimal supervision within established department/company practices and execute appropriate action
Must be customer oriented
Must have excellent verbal and written communication as well interpersonal skills to be able to interact effectively and precisely with company staff and clients
Must be able to maintain a professional appearance at all times
Must be willing to travel and to work at alternate hours when required to meet varying customer volume requirements
Must have a valid driver's license and a reliable transportation for long distance driving
Linux Systems Administrator
SQL database skills
Windows System Administrator or Windows MSCE Certification

167

Customer Support Engineer Resume Examples & Samples

Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening
Participate in technical design reviews and validate approaches for meeting product functionality requirements for cable customer architectures
Provide input to product line management and development team members regarding customer priorities and product deployment use cases/applications
Provide technical support to Gainspeed customers via phone or email for the Gainspeed product solution. You will be part of a collaborating team to share knowledge and experiences
Utilize call tracking and knowledge base tools to record customer reported issues and progress bringing issues to resolution
Resolve Product Defects/Bugs with engineering teams where applicable as well as customer enhancement requests

168

Customer Support Engineer Resume Examples & Samples

Knowledgeable in multiple OS platforms with expertise in at least one of the following; Windows, Sun, HPUX, AIX
Minimum of 7 years experience in storage related hardware / software products and service delivery
Able to act as a thought leader and apply a high degree of technical aptitude to service delivery and problem resolution
Effective team player with excellent verbal and written communication skills
Ability to provide customers and colleagues with detailed technical reports and diagrams
Expertise in other storage solution areas
Software (In depth HDS product knowledge, general ISV knowledge)
Services offerings
Third-party components associated with these solutions

169

Customer Support Engineer Resume Examples & Samples

Laboratory or service experience with AA, ICP, and ICP-MS is extremely helpful
Strong communication and customer support skills are needed
You must be a proven self-motivated individual and possess a valid driver’s license

170

Customer Support Engineer Resume Examples & Samples

You have a Bachelor’s Degree in a technical field or equivalent field and 2 to 5 years related experience
You have 2 – 3 years’ experience in support of Cisco Unified Communications or Business Video Solutions
You can demonstrate and understanding of WebEx - Cloud application services, or Software as a Service (SaaS)
You have a good understanding of call control protocols
You have hands on experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
Your written, verbal and presentation skills are superb
CCNA and/or CCNP Collaboration highly desired

171

Customer Support Engineer Resume Examples & Samples

Graduate in engineering/Science from reputed university with minimum 10 years of experience, at least 5 years of work experience is required on Cisco product and technologies
Good understanding of Cisco ACI Architecture and deployment
Server Virtualization (UCS B, UCS C, Hypervisors)
Data Center Switching (Nexus)
Storage Switching (MDS)
WAN Optimization (WAAS)
3 to 5 years’ experience in Cisco UCS Administration
Configure and deploy new UCS Domains
Firmware, patching and backups of UCS Domains
Good understanding of network and storage networks
Working on Virtualization (VM) based technology
Minimum 3 years of experience with UCS Enterprise environments
Enterprise server management and Clustering experience
TCP/IP knowledge
Experience with Cisco Enterprise class servers
Experience with UCS PowerShell scripting
Experience with standardizing server configurations (i.e CPU, RAM, RAID)
Basic understanding of configuration and troubleshooting of Cisco ASA firewalls
Previous work experience with Cisco TAC will be added advantage

172

Customer Support Engineer Resume Examples & Samples

Develop and maintain strong relationship with customer and other Cisco teams
Build relationship with customer to understand in a better way their networks to provide quicker and more effective results to their requests
Establish Technical Relationship to support customer network operations
Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer
Customer-specific designated support at network level to resolve and debug complex networking problems
Escalation support for critical network outages and complex network issues
Proactively monitor and review the progress of all customer cases and engage as necessary
Root Cause Analysis (RCA) on escalated or reoccurring issues (problems) as necessary
Attend case review calls to drive resolution on reactive break/fix issues
Technical input/contribution to QBR and other customer direct engagements
On-call requirement for high severity escalations
On-site requirement as needed
BA/BS qualified (favourable - IT, Comp Science, Electrical Engineering)
Cisco certifications are preferred (CCIE etc)
Experience on Cisco Technology/Product/Solutions(R&S, DC, Security, etc)
You’ve been working for 6-8 years since graduating with your latest degree

173

Customer Support Engineer Resume Examples & Samples

Hands on experience in installing, configuring and troubleshooting Cisco Collaboration products including but not limited to Cisco Unified Call Manager, UC Applications, PGW, SBC, GateKeeper, Media Gateway
Knowledge of dial plans on the Call Manager and PGW will be invaluable
Cisco certification is a plus, but not mandatory. Other vendor's qualifications and experience are welcome

174

Customer Support Engineer Resume Examples & Samples

Respond quickly to emergency breakdowns, warranty issues and service contract work
Carry out test, installation and commissioning of equipment including operation and maintenance training, leading to system acceptance
Be prepared for extensive European travel, but potentially on a world-wide basis
Liaise with the Sales and Marketing team to feedback “Voice of the Customer” information
Authorise system ‘buy-off’ prior to shipment either with or in the absence of the customer
Help to maintain an accurate record of the status of the system, timing of warranty, parts supplied, service contracts and failures so that trends can be analysed
Keep up-to-date all relevant enquiry and project files on any significant information
Support Customer acceptance visits as identified by Team Leader. Provide a point of contact within the team during the visit

175

Customer Support Engineer Resume Examples & Samples

Provide first-line customer communication, ensuring execution to the scope of contracts and customer commitments, managing the customer relationship and seeking aftermarket sales. Participate in weekly customer calls & attend monthly / quarterly customer meetings as required
Provide first – line technical support to customers and be the prime interface between customers and DK Technical Support to communicate technical issues and their resolution
Support Customer Managers in resolving customer issues
Build and maintain relationships with customer representatives, Vestas Supervisors and Service Technicians
To work together and communicate effectively with all departments, in order to maintain a good level of interaction with the field and within the office to quickly inform and advise customers of all service operations, plan changes, delays, cost overruns, safety and environmental issues, etc
Own, manage and record all customer issues in a systematic way
To be commercially aware of the contract’s financial performance and requirements, to inform /escalate cost overruns, requests out of scope and transition to new contracts
Transact business (notifications, service orders, quotations etc.) on SAP
To actively seek and identify parts sales, aftermarket sales options and upgrades
The ideal candidate will have a strong technical education with previous experience of customer service / support
Ideally you will come from a good engineering background; being able to communicate clearly to internal and external contacts alike, with robust relationship management skills. Background could be mechanical, electrical, mechatronic or related fields to understand our turbine technology
You should be structured and accurate and possess excellent communications skills both written and oral and be comfortable
Enjoy working as part of a team, as well as being able to work independently and have a good sense of humour
Pay attention to detail, stay focused, prioritise your tasks and keep the overview even during hectic periods
You are thoroughly familiar with Microsoft Office package and in-depth Excel and Power point skills are an advantage. You have a desire to learn and develop others tools you will use in your job on a day to day basis
SAP experience would be an advantage

176

Customer Support Engineer Resume Examples & Samples

Installed base, spare parts and field modification management. Lead product care activities, manufacturing support and project management. Own the strategic and technical aspect of service design in NPI programs, define service training material content and instructions, IP support / maintenance
Monitor product performance periodically, based on defined metrics, and report to product management, initiate and lead product discontinuation projects, support and potentially lead collaboration with technical evaluation customers
On Line Center (OLC) Support including Non-Conformity Product Ordering (NCPO) Management, International Trade Control (ITC) Support
Service sale and Service marketing support, regulatory support (IQOQ, White paper, DMF). Collaborate with regional representatives to facilitate and develop RP service
Facilitate and support Service training events and User group meetings when required
Bachelor’s degree in Chemistry engineering or equivalent
Significant years’ relative work experience
Demonstrated technical domain knowledge by being current on engineering design principles, architectures and advancements in clinical and engineering concepts and technologies
Demonstrated analytical and problem-solving techniques
Effective communication skills and boundary less behavior—ability to present ideas clearly and concisely
Experience working in a Service or Systems Engineering team. General project leadership skills
Ability to work independently. Hands-on approach with regards to installations, upgrades and repairs
Customer focused: strong interpersonal skills, ability to listen to customer, build relationships, and work under pressure
LEAN and SIX SIGMA skills, DICOM Networking experience, Design For Reliability (DFR) or Design For Service (DFS) experience

177

Packet Core R&D Customer Support Engineer Resume Examples & Samples

Cooperate with global HUBs to secure follow-the-sun cases
Good knowledge in CS, GPRS, WCDMA and EPC systems
Good knowledge in LTE/EPC system architecture
Good knowledge in Cloud infrastructure
1~2 years working experiences in Circuit Switch Core Network is preferred

178

Customer Support Engineer Resume Examples & Samples

Working collaboratively with the wider organisation to provide exceptional service to our customers. Services include corrective & preventative maintenance, commissioning & installation of equipment and software & hardware upgrades
Actively participating in the sales process and providing expert technical support throughout the entire life cycle of our customer relationships (from pre-sales through to implementation and post-sales support)
Taking a lead in managing and supporting technical escalations through to resolution ensuring all stakeholders are continually updated of progress according to the company process
Providing best-in-class service to our customers with technical support, maintenance and repairs on equipment
Determining most cost effective repair/solution to minimise customer downtime
Maintaining a high level of knowledge through continual training and development and keeping up to date of new technologies relevant to your area of focus and take on new technology

179

Customer Support Engineer Resume Examples & Samples

Provide product support to customers, partners and consultants according to the support procedures in order to resolve problems of different complexity levels
Guarding and meeting the service level as agreed with our customers, partners and the internal organization
Provide technical support and update customers and partners in a timely manner, this in accordance with the support and maintenance agreements
Authoring Knowledge articles and white papers where required for internal and external audiences
Maintain a working relationship with Customers, support teams, QA, and Engineering
Contribute to the SDL philosophy that Support Services are a true differentiator
Able to work until 6:30 PM Mountain to support Pacific time zone customers
Ability to work extra hours when needed
Able to work a 24 x 7 on call rotation after gaining adequate knowledge of products
Able to travel on occasion
Review development documentation and provide feedback on Customer Support and Customer Requirements / Implications
Feed into product roadmaps on behalf of Customer Support
Bachelor's degree or equivalent working experience
Excellent technical troubleshooting and problem resolutions skills
Experience in a technical support role
General understanding of virtualized environments
Understanding of and experience with case handling processes and understanding of R&D development cycles and release management
Knowledge of two or more or the following: Windows Administration (Client/Server), Database (SQL Server / Oracle), SQL, Scripting language, JAVA, Tomcat, XML, DITA, Networking Knowledge of any of the following a plus, XSL, XSLT, XQuery, CSS, HTML, .NET, C#, Linux, VM’s, or other web related technologies
Good understanding of DITA and XML a big plus
Knowledge of editors such as XMetaL, FrameMaker, Arbortext, and Oxygen, or Microsoft Certifications also a plus
Constantly looks for opportunities to improve work processes and results
Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements
Adaptable, curious individuals who experiment and can navigate the stress and discomfort of change
Works collaboratively and uses a positive approach to achieve goals
Maintains focus in highly stressful situations
Takes prompt action (e.g., escalates) without being asked or required to
Demonstrates a commitment to learning and development by proactively seeking and acting upon opportunities to grow new capabilities, experience, skills, and knowledge
Defines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives
Applies technical and professional knowledge, skills and judgment to accomplish results
Successfully achieves results, diligently working to overcome obstacles to achieve goals. Understands how one is perceived by others
Excellent spoken and written English
Fast and engaged learner of new technologies and products

180

Technical Customer Support Engineer Resume Examples & Samples

Guidance regarding deployment and migration for key customer projects and optimized use of our products
Monitoring and tracking of Emergency Fixes via our tracking system until resolution
Confirmation/validation of every solution provided to the customer from Technical Support and Development teams
Fix process governance
Confirm Emergency fix is justified and meets all criteria for approval with the Project Support team and Tech Support Manager
Execute the proper steps to secure the delivery per our Emergency Fix Process
Escalate issues appropriately
Coordinate efforts with Development, Services, and other DS teams to meet customer’s targets
Manage Emergency Fix communications
Identify and evaluate tools and processes needed to improve customer support
Mentor other team members in means of providing a high level of customer satisfaction
Streamline customer support processes; assist in development of internal training activities and information sharing processes
Other duties as temporarily assigned
3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law

181

Customer Support Engineer Resume Examples & Samples

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. Independently manages and prioritizes workload to achieve deadlines and KPIs
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. For example: user errors vs. technical issues. Escalates issues and involves others where needed to achieve a successful resolution
Functional Excellence –Improves customer service by contributing to knowledge management resources, identifying and communicating software defects and/or enhancements to product development, and identifying new information that would be helpful to customers
Relationship Building –Builds strong working relationships internally in order to collaborate on solving customer issues. Leveraging technical and customer knowledge, offers credible input to product development on software bugs and enhancements

182

Customer Support Engineer Resume Examples & Samples

Linux skills are a plus, but not required
Mastery level knowledge of windows operating system and its components. This includes troubleshooting via the event logs, understanding how to acquire crash dumps and application dumps, making registry changes, understanding windows firewall, and must be familiar with using and troubleshooting VSS
Expert level understanding of RAID concepts
Administrator level understanding of Networking and troubleshooting connectivity, name resolution, and performance based issues with OS and/or hardware associated with iSCSI attached devices
Technical experience in any of the following areas is needed
Practical experience with Tape Libraries and Tape drives in both SCSI and SAN configurations utilizing multiple hardware types. Overland, Quantum, Oracle, IBM, etc…
Practical experience with tape library virtualization (ACSLS, BRM, etc)
Practical experience with SAN switches and configuration
Practical experience with Disk Array setup and configuration. EMC, HDS, HP, LSI, etc…
Understanding of NDMP functionality. Practical experience with using NDMP on NetApp, Celerra, etc
Understanding of CAS-based storage platforms
Understanding of DeDuplication or Single Instancing, with practical experience using Data Domain a plus
Previous Experience with Backup software such as Veritas, Arcserve, or Legato

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Customer Support Engineer Resume Examples & Samples

Other technology or product knowledge, experience or certifications in the following areas are a plus: security, routing, switching, network management, email security
Routing/Switching Protocols: CCNA equivalent knowledge/certification or higher in IP networking (understanding of standard protocols such as SMTP, HTTP, FTP, DNS, SSH)
Strong Linux/Unix skills are a plus (RedHat, FreeBSD)
Programming skills (Python, C, C++, Shell Scripting)

184

Customer Support Engineer Resume Examples & Samples

Interface internally with Customer Support Engineers, Sales Engineers, Network Consulting Engineers, Technical Leaders and Internal Engineering departments
Provide second/third level technical support for CloudCenter technologies
Apply analytical skills and technical knowledge to solve product and software problems of moderate to high complexity. As a technical expert and provide support on a world-wide basis

185

Customer Support Engineer Resume Examples & Samples

Minimum 4-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering different routing protocols
TCP/IP fundamentals
NAT & QOS
NETFLOW
NTP
SNMP
Knowledge of the level CCNA/CCNP
Any OS fundamentals

186

Customer Support Engineer Resume Examples & Samples

Recent graduate or on your final year of studies toward a bachelor's or master's degree in a technical field, such as Networking, Computer Science, Information Technology, Electrical/Computer Engineering or a similar field. ***For the Network Consulting Engineer role only, an associate's degree with related experience will be considered. Graduate date between June 2014- June 2016
Fluent in English (verbal and written) with a minimum GPA of 3.0
Passionate about networking, information technology or computer science
Knowledge of adjacent technologies, holding Cisco Certifications (e.g., CCNA, CCNP) or industry recognized certifications is a plus
Strong analytical and problem solving skills with ability to troubleshoot technical problems * Ability to multi-task, self-start, work in a fast-paced team environment and work independently

187

Customer Support Engineer Resume Examples & Samples

Responsible for Security in Routers, Switches, Networking devices and appliances, as well as choosing, deploying, supporting and troubleshooting Firewalls, VPNs, and IDS/IPS solutions for networking environments
Good knowledge on the components and architecture of
Secure access by utilizing 802.1X. Cisco TrustSec
Cisco Identity Services Engine (ISE)
Architecture, solution, and components as an overall network threat mitigation and endpoint control solution
Data Center Switching (Nexus). Storage Switching (MDS)
3 to 5 years' experience in Cisco UCS Administration
TCP/IP knowledge. Experience with Cisco Enterprise class servers
Experience with UCS PowerShell scripting .Experience with standardizing server configurations (i.e CPU, RAM, RAID)

188

Customer Support Engineer Resume Examples & Samples

Typically requires BE/BTech degree with 3+ years of related experience
Managed services background preferred
CCNP Voice or Collaboration desired
Fluency in soundness disciplines (availability, security, etc.) and operational disciplines (systems management, change management, etc.)
Proven track record in an industry or horizontal solution area
Ability to solve problems with innovative ideas. Assume complete ownership with regards to the engagement with client and stakeholders
Understanding of ITIL Framework

189

Customer Support Engineer Resume Examples & Samples

Customer Support/Managed Services Experience (5+ years)
Experience with Configuring and troubleshooting Cisco routers and switches
Flexibility in working hours as some migrations will require weekend and after hours' work
Ability to grasp complex design concepts quickly and be able to provide the right solutions to the clients
Ability to troubleshoot implementation problems during migrations
Typically requires BE/BTech degree with 5+ years of related experience
Managed services background preferred. CCNP or CCIE R&S/SP desired
Python knowledge desired

190

Customer Support Engineer Resume Examples & Samples

Primary point of contact for client communications, conflict resolution, and reporting. Receive and resolve inbound customer technical support calls via a phone queue
Utilize trouble ticket application and databases to manage and resolve the customer issues. Utilize other customized Cisco WebEx tools and processes to help identify the root cause of technical problems. Research and resolve customer inquiries for the various products and services Cisco WebEx offers
Effectively articulate necessary technical and non-technical information to customers in a simple and concise manner. Must meet or exceed individual performance goals and metrics focused on providing superior customer support
Communicate and work effectively with staff in all levels of the organization. Perform other duties as required
At least 3 years of total experience in Technical Support/ BPO industry (Preferably from companies like Dell, Accenture, IBM, HP Etc.,). Thorough understanding of the Internet and related concepts
Extensive knowledge including installation, configuration and maintenance of Windows OS's. A working knowledge of Mac. Strong understanding of the use and configuration of Internet browsers, specifically IE, Firefox and Chrome
Must possess a balanced hybrid skill-set which consistently delivers superior support for both technical and non-technical issues. Must possess superior customer-focused skills which will produce success supporting customers of varying degrees of sophistication and computer literacy
Must be fluent in English, Mandarin and Korean with outstanding written and verbal business communication skills. Must understand Korean speaking customer's culture and business etiquettes
Must view customer satisfaction as something s/he personally owns from beginning to end. We require candidates who have demonstrated "professional excellence" in their previous job or field of endeavor and who are excellent team players
Must be able to work in a multi-tasking environment. Must be able to display curiosity in daily tasks. Must have College degree
One-two years' experience in a call center supporting a network-based service or application, web-based/Internet experience, and SaaS environment are required. "Real time" service support environment is highly desired
Previous WAN diagnostic and troubleshooting experience
Previous Proxy servers, LAN installation, configuration, and troubleshooting experience
Basic understanding of various audio products; VOIP, IP phones, teleconference are highly desired
CCNA certification is a plus

191

Customer Support Engineer Resume Examples & Samples

Act as a focal point for high impact, large account problem resolution
Works on complex problems where analysis of situations requires in-depth evaluation of factors
Participate in daytime and night/weekend on-call rotation
Troubleshoot complex enterprise networks to quickly resolve downtime and outages
Create Methods Of Procedure (MOP) and action plans for post-sales projects
Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
Perform ad hoc analyses and tasks as assigned
Provide guidance and leadership to less experienced engineers
May require some travel to customer locations in this role
Minimum of 6-10+ years experience in network support with focus in Wireless technology
Strong practical knowledge of TCP/IP, packet captures, and analysis of such
Strong practical knowledge of troubleshooting wireless LAN controller issues, AP issues, Cisco Prime Infrastructure
Knowledge and experience with conducting and analyzing wireless site surveys, including AirMagnet surveys or similar
Working knowledge of routing and switching protocols (examples: BGP, EIGRP, OSPF, and STP)
Working knowledge of protocols including Multicast, HSRP, IPSEC, and Frame-Relay
Strong practical knowledge of Cisco platforms including 6500, Cisco 5500 & 8500 series WLC's
Proven crisis management skills
Strong analytical, problem solving and organizational skills
Strong written and verbal communication skills
BS in Engineering/Computer Science/IT and/or equivalent experience
Prior experience in support of remote customer networks required
ITIL certifications a plus
CCIE highly desired but not required (CCNP required)
CWNA, CWSP, CWAP, CWDP, CWNE desired but not required

192

Customer Support Engineer Resume Examples & Samples

Requires BE/BTech degree with 3+ years of related experience in IT industry
Hands on experience with Cisco Voice/ technologies
Customer Support/Managed Services Experience (3+ years)
Proficient with technologies such as Cisco Communications Manager, Multi Services, Gateways, Cisco Unity Connection, , Jabber, Cisco Presence, SME, Virtualization etc
IP Telephony protocols like SIP, H323, MGCP, RTP, RTCP, VXML, and different Codecs
Solid Communication Skills (Written/Verbal/Presentation). Solid team player
CCNP Voice or desired
Understanding of Framework

193

Customer Support Engineer Resume Examples & Samples

Provide second/third level technical support for ACI, APIC, SAP HANA, Open Stack technologies
Interface with CSEs, SEs, NCEs, Technical Leaders and internal engineering departments
3 or more years of customer support experience, including strong analytical and troubleshooting skills, proven crisis management skills and ability to handle critical customer issues/problems
Experience Scripting in Python
Working knowledge of Data Center industry, products and protocols
Experience with L4-L7- load balancing, firewalls, OpenStack, and UCS
Routing/Switching - Strong analytical and troubleshooting skills with Routing/Switching across Cisco platforms
Demonstrated proficiency in the following technologies: TCP/IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS, Multicast, MPLS, etc
LI-APJ-LL1

194

Customer Support Engineer Resume Examples & Samples

Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge
Guides customers through training documents;  may provide alternative solutions
May provide guidance to less experienced team members
Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
Provides technical and domain support to internal consultation process to answer technical questions and explain technical concepts

195

Customer Support Engineer Resume Examples & Samples

Drive cost out projects for Transmission, Clutch, and Commercial Powertrain Aftermarket product lines in North America, aligning the process with customer’s value added requirements; assuring resources are prioritized with program managers and the Commercial Powertrain leadership team
Drive projects lowering total cost of ownership with customers focusing on identifying and improving the customer experience through increased reliability and improved efficiency
Periodically review project status with customer and customer account team. Provides updates on project implementation milestones and problem/high risk areas (e.g., technical, cost, and schedule). Provides updates to the customer, product line teams, and region(s)
Develop key metrics related to both the Eaton scorecard and OEM systems and perform periodical provide periodic updates to Eaton leadership on performance
Coordinates all risks and requirements of the program into a complete integrated entity. This is accomplished by planning, controlling, integrating all projects into the programs and measuring all elements to ensure the requirements and goals are successfully achieved
Manage effective customer communications. Improve organization responsiveness to customer requirements. Communication and manage customer expectations
Bachelor’s degree in Engineering from an accredited institution
Minimum of 5 years’ experience in engineering, manufacturing engineering, operations, and/or supply chain management
Must be legally authorized to work within the United States without company sponsorship
Experienced in automotive or commercial vehicle segments preferred
Minimum of 7 years’ experience in engineering, manufacturing engineering, systems engineering, operations, and/or supply chain management
Proven Leadership skills - capability to lead change in a matrix environment through cross functional teams
Knowledge of experience with Project Management methodologies, processes and tools
Excellent communication and presentation skills – both verbal and written with ability to make necessary status reports and technical presentations to Eaton senior management
Strong analytical skills and business acumen
Broad knowledge of transmissions and/or clutches preferred

196

Customer Support Engineer Resume Examples & Samples

Be the first point of contact for customer calls and emails
Confirm the client is under contact, incident details and contact information
Review ticket history for immediate resolutions to incident
Dispatch and coordinate incidents to correct focus group
Focus on a positive customer experience while helping resolve technical issues

197

Customer Support Engineer Resume Examples & Samples

Provide technical support for Cisco Jasper IoT platform
Identify, diagnose, analyze SaaS software bugs, connectivity issues, network configuration, API and file transfer issues
Maintain and document customer interactions in our case tracking tool
Be an effective advocate for the customer and provide a superior customer experience
Document procedures, processes and identify frequently asked questions
Communicate and collaborate with cross functional teams to debug and analyze technical issues encountered to ensure the Customer's complete satisfaction
Publish and distribute service bulletins and other notices as required
Must be willing to handle on-call emergency issues when necessary

198

Customer Support Engineer Resume Examples & Samples

3+ years of experience in providing enterprise level technical support to our customers
Ability to work effectively with customers under time pressure with significant ambiguity
Good technology skills to communicate with development teams throughout issue resolution
Solid understanding of large scale data management environments (relational and/or NoSQL)
Working knowledge of one or more Big-Data technologies/frameworks such as Hadoop, Spark
Working knowledge of web services (REST/SOAP) and related web technologies
Strong understanding of row store distributed DBMS such as Cassandra
Operating knowledge of AWS (especially EMR, EC2, S3 and the AWS CLI)
Ability to analyze logs and system health (hardware/software related)
Strong Linux competency (use of command line tools, shell/Python scripting)
Working knowledge of Agile software development
Hands on experience using JIRA, GIT
Willing to support customers occasionally over weekends/ early/ late shifts
Experience with CDI tools like Jenkins
Configuration/deployment using DevOps tools such as Chef/Puppet

199

Customer Support Engineer Resume Examples & Samples

Serve as a product advocate for Oxford Instruments XRF, OES, LIBS and NMR product lines. Act as the face of Oxford Instruments to the customer throughout their instrument ownership. Help customers make informed decisions, and manage expectations at every critical point in their instrument ownership
Install and ensure proper operation of our instruments at customer locations. Train customers regarding the most appropriate use of Oxford’s products for their applications. Installation is an important touch point with the customer to begin a successful relationship
Maintain customer relationships after sale and installation. Follow up with customers to ensure smooth equipment operation and satisfactory product performance versus expectations
Accept customer telephone calls, log problems, attempt to resolve problems over the telephone and by use of remote diagnostic equipment. Provide support to field service engineers while they are on-site
Respond to reported customer problems and either work them to closure, or coordinate additional resources to resolve the issue
Trouble-shoot and repair instruments ensuring that the instrument is returned to full operation in accordance with its performance specification and within a cost effective time frame for Oxford and for the customer
Train engineers on new products or new features so they can better support customers in the field
Provide inside sales support to sales staff by determining customer expectations of our instruments, technically vetting quotations, and ensuring appropriate information is captured within CRM
Provide application support to sales staff by optimizing instrumentation to measure customer samples, writing application reports that demonstrate instrument capabilities, and performing in-person and on-line instrument demonstrations

200

Customer Support Engineer Resume Examples & Samples

1-3 years of experience with Atlassian Jira software
1 year of MS Office products experience (Outlook and Excel most important)
Role is to support a senior leader who manages multiple projects across multiple organizations in a global environment. Project size and duration vary widely so candidate must be well organized and able to adjust priorities based on direction from manager."

201

Senior Customer Support Engineer Resume Examples & Samples

Providing coding support to users of the Commerce Cloud platform. Supporting and contributing to the growth of best practices for delivery of Commerce Cloud support services
Understanding Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical Commerce Cloud product, or customizations issues
Acting as a customer advocate, prioritizing and managing assigned cases and escalations in queue with little or no supervision
Contributing to the definition and evolution of Commerce Cloud methodologies, standards and best practices for support and product delivery
Identifying customer needs and cultivate a relationship with the customer to generate more business for Commerce Cloud
Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution
About 4 or more years programming experience in one or more of the following languages: Java, JavaScript, Python
Strong troubleshooting & root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services
4 years providing customer facing technical support (Web based products or e-commerce preferred)
Experience providing API support

202

Customer Support Engineer Resume Examples & Samples

Understands how the customer uses the product
Repairs customer equipment
Knows unique customer requirements
Understands the cost of system failure to the customer
Knows proper customer etiquette
Proper attire
Professional customer communication skills
Protocol for office, lab, manufacturing environments
Proper site visit exit communication
Understanding of unique customer configuration – materials and software used
Awareness of customer’s expertise, capability and willingness to do self-maintenance
Performs preventive maintenance as directed by Service Manager
Understands the value of the customers’ total business to 3D Systems
Understands the value that the CSE brings to the customer
Understands warranty and contract status of the customer
Understands and can explain the value of upgrades to the customer
Understands the full 3D Systems material portfolio and can articulate the benefits of different material offerings
Use of Oscilloscope
Multi-meter
Laser Power Meters
Vacuum Gauges
Three years' related experience
Windows experience mandatory
Solid knowledge of electro/mechanical device repair with attention to detail
Requires skills in organization, problem solving, and customer relations
Requires exceptional interpersonal and communication skills in the business environment and a commitment to professionally represent 3D Systems with its customers
Travel required; valid driver’s license and clean driving record
Do the following on a frequent basis: climb, balance, stoop, kneel, crouch, reach, sit and talk. Tasks can include using equipment, which requires working with electrical hazards, high-power lasers and photo-polymer resins, which, if handled incorrectly, can cause health hazards/injuries. Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently

203

Customer Support Engineer Resume Examples & Samples

Operational Excellence –Provides 1st line diagnostic and trouble-shooting support and communicates resolutions to customers that leads to the timely and effective resolution of the problem. Achieves results by accurately understanding the issue, applying a structured approach to problem solving, involving the appropriate people to resolve, and communicating the status and resolution to the customer. Ensures that all relevant systems are accurately updated
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. Assists others in solving more difficult customer issues by conducting root cause analysis, replicating issues, and investigating resolutions
Functional Excellence –Helps to improve customer service by preparing FAQs,” how to” documents, and knowledge articles. Continues to develop greater proficiency in key product and technical skills
Relationship Building –Builds credibility with team members by actively contributing to more complex problem resolutions and providing timely and relevant information
Products – some roles may have a specific products/product area that they support vs. the entire product portfolio
Customers – some roles may be aligned to support specific types of customers or locations
Function – some roles may support specific types of activities, such as Helpdesk, licensing, or product implementation, end-user, software/technical

204

Customer Support Engineer Resume Examples & Samples

Provide technical expertise to customers and provide both customer and sales with a first line product technical support, sales support and quotations
Troubleshoot customer equipment breakdowns or system failures and provide recommendations for replacement parts and long-term solutions taking customer enquiry from quotation stage to order conversion
Provide expert technical support on escalated and high profile inquiries and issues directly as needed
Assist customers with spare parts inventory planning and contingency planning for emergency situations
Define custom parts orders as needed to present to operations for production
Modification on existing equipment, improvement, enhancement, technically define items liaising with manufacturing on lead times
Assist other departments within PFT as needed to support order processing, field service, mechanical engineering, procurement and engineering/design
Develop long-term relationships with customers and distributors through managing and interpreting their requirement
Manage workload to meet deadlines with minimal supervision. Monitor processes/tools to maintain schedules defined to meet quotation deadlines, contractual obligations and progress milestones
Define, implement and monitor entry/update/audit processes to ensure technical accuracy of equipment information in appropriate systems, technical accuracy of customer-delivered documentation, and conformance of equipment with contractual, classification, and functional requirements
As required, go to field locations to address specific equipment installations, troubleshoot issues, and implement solutions
Establish relationships with technical management, both with the customer and internal/external stakeholders
On a local level support the global improvement efforts of the business by participating in the group’s continuous improvement projects and playing a key contributor role in internal projects. Support the sales function with challenging or technically complex issues that arise as part of the root cause and issue resolution process
Participate in the definition of standard technical document and service offerings. Estimate cost associated with technical documentation, engineering, or service deliverables for accurate quote to the customer
Technically support personnel in the field at installation, commissioning, operation or inspection services with technical solutions and problem solving to enhance our support to the customer
Provide support on product and project matters involving certification requirements, global standards, and applicable international codes that govern our products and responsibilities to the customer
Travel as and when required
Carry out other duties as and when business requirements dictate as may be reasonably expected by line manager

205

Customer Support Engineer Resume Examples & Samples

Willing to work as part of a professional support team
Able to maintain professionalism while under pressure
Values teamwork and can contribute to the group
Strong desire to continue to develop personal skill set in a proactive environment
Ability to exercise sound judgment within defined procedures and practices to determine appropriate action
Handle customer issues over the telephone on a daily basis
Provide customer feedback on their issues as they are progressed
Ensure customer satisfaction through professionalism and swift resolution
Recreate problems in house and Provide evidence where bug fixes are required
Good understanding of Network concepts
DNS,DHCP & Active Directory
SAN, NAS, RAID, Tape etc…
Previous experience with Backup software such as Commvault, Veritas, or

206

Senior Customer Support Engineer Resume Examples & Samples

Focus on HDS high-end storage products G1000/VSP/USPV etc. and solution support as well, including H/W installation, box upgrade, break-fix, MC upgrade, configuration change, troubleshooting, performance analysis and DR maintenance etc. onsite service delivery and activities at customer site
Provide financial customer with customer service plan and management, for instance, MC assessment proposal, hot-case handling and escalation, installation/upgrade designing and implementation, customer communication, service report and technical documents and meeting involved
Good team work with service and sales team etc. for business growth and engagement
Ensure customer satisfaction with good service mindset, including effective communication, customer as first and responsibility, listening and presentation so on
Aspire to good performance aligning CSS team target

207

Technical Customer Support Engineer Resume Examples & Samples

Requirements gathering and designing of business specific changes required by the customer
Coding of Change Requests, automation scripts, interfaces and optimization routines
Participation in implementation projects as a developer, with a view of understanding the customer specific installation before taking up post-production support
Provide application management and advanced technical support to Airline Crew Management products
Become an authority on several Airline Crew Management production system installations
As Premium Support Engineer, understand our customers operations and needs, as well as business benefits provided by our applications
Conducting system health checks to evaluate the physical condition, usage and maintenance of the product at a customer
Proactive problem solving on production installations
Ensures the rest of the Boeing organization acts upon customer ideas, opinions and issues
Good coding skills + ability to read code written by others
Good understanding of RHEL and programming skills in a range of languages (Python and Java preferred)
Distributed version control systems such as mercurial
Messaging systems such as MQ, ActiveMQ, Qpid
Databases (Oracle preferred)
Univa Grid Engine, Kerberos, JBossHighly responsible, able to take ownership of issues
Excellent communication and relationship building skills
Strong technical skills & analytical aptitude
Able to work independently and within a team
Particular interest in technical problem solving
Self-Starter
Customer relationship experience with Asia and Pacific region preferred

208

Customer Support Engineer Resume Examples & Samples

To fulfill after sales needs of customers in the assigned territory
Responsible to Maintain response time & downtime to assigned customers
Responsible for instruments installation and Warranty service in the Field
Responsible for Billable service and promote the service contracts
Responsible for Accessories & Consumables sales
Performs field service as advised by the supervisor, carrying our repairs, maintenance and installation of instrumentation and their accessories
Provides highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems
Executing preventive maintenance calls as scheduled
Align personal working practices with the team performance targets. Actively demonstrate compliance with all team targets
Maintains personal service spares issued and inventory records to the highest standard. Ensures all anomalies are quickly and effectively reported and resolved
Makes returns of all fully completed service documentation, Service Reports, Expenses Claims, on a daily basis
Cross functional support
Minimum 2 years working experience in servicing and supporting Life Science and Diagnostics analyzers
Experience supporting automation solution will be a plus
Travelling within Japan as required
Background in Electronics preferably gained in a high technology service environment, together with an understanding of Life Science and Diagnostics applications
English communication skill (mainly READING)
Resourceful and resilient in achieving goals, Focused on achieving results
Enthusiastic
Proactive mindset with strong sense of responsibility and ownership
Creates and maintains effective customer relationships
Ability to communicate in a professional manner with customers on all levels, providing service information, technical data and general help as necessary
Ability to communicate internally; orally and in writing
Negotiating and influencing skills
Understanding of excellent Customer Service

209

Customer Support Engineer Resume Examples & Samples

Respond to customer requests via phone and email
Research and troubleshoot issues involving all aspects of the GE Healthcare Digital solutions, including but not limited to user interface, network and communication connectivity and performance, on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated hardware infrastructure, and interfaces to enterprise systems such as HIS and EMR
Troubleshoot and identify product problems for presentation to engineering teams for resolution or disseminates appropriate information necessary to correct configuration issues
Ensure that the operational status of GE Healthcare Digital solutions are meeting or exceeding the uptime guarantee
Identify and escalate high severity incidents to Regional Support Engineers to achieve prompt resolution
Maintaining daily communication with customers on solution issues to ensure timely follow-up and resolutions leading to customer satisfaction
Keeping up to date on administrative responsibilities such as ensuring customer information is up to date
Adhere to all ITIL processes and methodology
Identify opportunities to up sell new features and services and assists in the growth and direction of business in his/her responsible geographic area
Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
2 to 4 years’ of progressive work experience
Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach

210

Customer Support Engineer Resume Examples & Samples

Foster a positive environment for work and professional growth
Work as a team player within the GSC to address customer questions and technical issues
Maintain or improve customer satisfaction through group and individual effort
Perform base customer support activities as needed, including phone support & remote diagnostics; managing and prioritizing call records and workload
Provide technical support for Ovation software & hardware products including peripherals and 3rd party package offerings
Coordinate technical support processes and call escalation from EECR to NA, and between various support organizations
Continually and proactively increase one’s technical capabilities, eventually establishing one or more area(s) of expertise
Interface with Emerson Field Support Engineers, regional offices and expert resources as needed to resolve issues
Maintain accurate documentation of all support, utilizing the SMS database and other tools
Maintain Ovation product equipment, support labs, and group capital equipment
Participate in rotational assignments to PWS Headquarters and to customer sites to build skills and support our installed base of customers
Availability to work different shifts, as required, including holidays, nights and weekends
Help to enhance the value of the Global Service Center by contributing towards additional group activities/tasks, developing new internal/external solutions, and assisting with training (as appropriate)

211

Technical Customer Support Engineer Resume Examples & Samples

Solve the problem
Find alternative solution in case of problem or not available products for application
Fully knowledgeable about products and applications
Forward problem notification to competent dept
Maintain Relation with customer
Technical background
Team working
Self-management

212

Customer Support Engineer Collaboration Technologies Resume Examples & Samples

Provide phone/email consultation to independently debug complex customer problems with Cisco communications and collaboration solutions
Act as a level focal point for multi-cluster’ problem resolution
Support proactively case handling for Cisco's largest SP and Enterprise customers with Cisco UCC technologies (Cisco Unified Contact Center, Unity etc.)
Report to Manager of Technical Support and interface with other TAC engineers, software developers, solutions architects and end-users
Work on problems of diverse scope where troubleshooting requires a root cause analysis
Typically requires Bachelor’ Degree or related (or equivalent experience) plus 2-4 yrs. relevant experience significant Voice technologies or Contact Center/IP Telephony experience
Fluent English, other languages are welcome
Good technical foundation in networking (CCNA Collaboration level or above); CCNP/CCIE or equivalent level industry certification preferred
In depth knowledge of installing, supporting, and troubleshooting call center products and/or Unified Communications solutions
IP Networking experience: knowledge of networking industry, products and protocols and other market solutions
Strong writing and documentation skills - to be utilized for case management, knowledge capture, defect management and Trainings
Excellent verbal communication skills - these skills are essential for this engineering role as most of the work being done is through the phone
Understanding of TCP/IP - IP knowledge is critical, as it is the foundation for most IP Telephony technologies
Stress resilience and working knowledge of handling network down situations
Ability to drive lab recreates remotely - many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve
Engineer should have experience and knowledge either of Communications Technologies or IP Telephony protocols, and thorough understanding of Cisco's product line
Must be highly motivated and self-driven. Must be able to work with minimal supervision
Good organizational skills. The position requires that the engineer is able to prioritize his/her workload and manage customer commitments
Strong teamwork and collaboration skills. The our team relies on each engineer to communicate and collaborate often. This results in a very strong teamwork which has proven to be successful in driving Issues to Resolution quickly
Ability to provides systems/product training and identifies improvement opportunities and recommendations in products and processes
Keeps up-to-date with the latest technology products in his area of expertise in order to provide a high quality support

213

Customer Support Engineer Resume Examples & Samples

No personal technology religion, but a desire to become the expert of the customer’s technologies
Cisco certifications are preferred (CCIE, etc.)
Experience on Cisco Technology/Product/Solutions(R&S, DC, Security, etc.)

214

Customer Support Engineer Resume Examples & Samples

Intermediate level experience in handling Cisco IP telephony Network Infrastructure
Basic Understanding of concepts: OSI and TCP/IP Model, VTP, STP, Ether channel, HSRP, Routing Protocols .etc
Intermediate understanding of switching – VLAN, Voice VLAN, Inter Vlan routing, PoE etc
Basic Understanding of UCS machines, ESXi and CIMCIntermediate/Expert understanding of the following Cisco Unified Communication ProductsCUCM 7.x, 8.x and above
Cisco Unified Communication Express & Cisco Unity express
Cisco Voice Gateways (ISR Routers and Analog gateways)
Gateway protocols: H323, SIP, MGCP
Trunks, E1/ T1(CAS, CCS), FXS /FXO etc
Gatekeepers
Understanding of CUBE
Excellent Voice and Communication Skills
Global orientation and Process oriented
Ability to stay focused and Open to work in night shifts
Proactive Monitoring of alarms and incident cases
Managing Phone Queues
Incident tracking to ensure continuity across shifts
Coordination of communication bridges during major outages
Work with multiple vendors/teams as required to drive issues to resolution
Execute changes and tasks as assigned per defined procedures
Follow proper documentation procure on incidents and adhere to defined SLA/SLOs
Use Lab to recreate scenarios to provide solution to issues

215

Customer Support Engineer Resume Examples & Samples

Handle and drive CSR(Customer Service Requests) from global customers
Perform troubleshooting in real customer network and lab
Take part in on-site installation, configuration and testing activities
Be on-call for emergency support handling
Verify emergency corrections in lab before they are released to customer
Participate in early product deployment projects such as FOA and DVA
Have daily dialog and discussions with our interfaces in the Region organization (SSDO, GSC) and the PDUs
Drive continuous improvements of products and processes
Develop competence in technical domain
Preferably you have a Master of Science / Bachelor degree or equivalent in any of the following: Computer Science, Telecommunication, Information Technology or Electrical Engineering
You need to have some previous experience and competence in the core network(CS/PS/IMS) domain. The experience with HLR/HSS or UDC is preferable
Soft skills that we value are the ability to work in a team, take initiatives and communicate with others. You also need to be self confident and have a high level of accountability
We handle customers all over the world and it is also expected of you that you should be able to travel from time to time
Since you will have a lot of interfaces with the Regions and PDU’s it is very important that you have strong English skills both written and orally

216

Technical Customer Support Engineer Resume Examples & Samples

Analyze and resolve customer issues System Product Failures, Field Issues, IOP etc
Support customer to port the Intel Standard System Packages to customer's own software platform
Technical trainings for distis and customers
Writing Application Notes and FAQs
Support customer demos, fairs, road shows, .
Review and contribute on Intel/CHD Product Packages Sanity Check, Eval Kits, Ref. Designs, ... and User Documentation
Maintain and tracking all customer issues in Intel customer issues tracking system IPS, IPSUP
Customer project management
8+ years working experience in embedded software development
3+ years experience in Embedded Linux software development, OpenWRT experience is a plus
5+ years working experience in communication product development, at least 2 years experience on GPON products is a must
IPv4/v6, bridge/routing, Ethernet and WiFi related knowhow is preferred
Customer support experience is preferred.6 Fluent English communication

217

Customer Support Engineer Resume Examples & Samples

Bachelor’s Degree in Engineering or related technical field
6+ plus years of experience working in an engineering related job
Jet engine assembly and engine shop maintenance experience
Bearing, system lube, and/or gear box experience
Demonstrated ability for solving problems

218

Senior Customer Support Engineer Resume Examples & Samples

Identify service beyond contract i.e. work with identifying new business opportunities and address those through established channels
Participate in delivery performance review meetings with the customer (End to end delivery performance towards the customer)
Coordinate the CSR flow from registration until closure to ensure quality and timely handling in accordance with the customer SLA
Drive knowledge sharing, leading towards better troubleshooting techniques, adopt best practices (global / local), and alignment with the global processes and ways of working
Ensure that the CNS team is aware of how to locate site specific information, e.g., remote access details, installed base data, network diagrams, etc. Facilitate the creation and update of these documents, whenever necessary
Emergency support when required, participate in post-emergency event analysis to determine if the case was properly handled from initiation to conclusion, and come up with improvement actions, if necessary
Identifies business leads and promotes Ericsson products and services to secure add on sales through established channels in the customer
Pre-analyze, filter and route Solution Support assigned CSRs to correct competence centers
CSR pre-analysis and answer handling
Bachelor’s in Electronics or Telecommunications Engineering degree from any reputed University
Atleast 3+ years of experience in 3G/LTE RAN Technologies, O&M, Integration, Software upgrades and Customer Support. (eNodeB and RNC Technologies)
Good Knowledge of Ericsson BaseBand, RBS series for 2G/3G/LTE
Good Knowledge of RNC 3810/3820/EVO8200 etc
Good Knowledge of Radio Interface protocol (RRC, RLC, MAC, PDCP etc)
Good Knowledge of UTRAN Interface and protocol. (RANAP, RNSAP & NBAP etc.)
Hands on experience and worked on Ericsson's equipment
Good Understanding of 3gpp Specification
Integration and troubleshooting skills
Incident Management
Proactive mind set and handling customer requests
Ability to adapt and work under high pressure
Strong Communication Skills in English
Customer management skills
Good Knowledge in MS office and suite of programs
LI-MS3

219

Customer Support Engineer Resume Examples & Samples

Experience required in robotic automation integration, field service or robotic arc welding programming or equivalent
Must have experience with GMAW
Must have the ability to read and interpret electrical and mechanical prints
Ability to read and interpret weld symbols
Ability to use common hand tools, Digital Volt Meter and oscilloscope
Ability to develop and document procedures
Excellent electrical troubleshooting skills
PC literate in MS Office applications
Associates or Bachelor’s degree in Welding Technology, Engineering, or related field
Experience with heavy welding, TIG welding, Plasma cutting, Laser cutting, and PLC programming a plus
Experience with ABB and Fanuc Robots
Two or more years' experience in robotic automation integration, field service or robotic ar welding programming
Integrating Robotic welding systems
Programming Industrial Robots
Developing robot welding processes
Field service on Wolf Robotics products
Customer training

220

Customer Support Engineer Resume Examples & Samples

Perform complete, accurate, and timely entry of information into CRM tool for all incidents/support requests (e.g. gather and document required information from customers)
Consistently available to receive and handle incoming contacts (calls/emails)
Provide general product information and configuration support
Collect relevant technical details to effectively troubleshoot scope of reported issue
Review manuals, release notes, and patch documentation for possible issue

221

Technical Customer Support Engineer Resume Examples & Samples

Minimum of 3 years of support experience in a television broadcast or telecom environment
BSEE or BSCS or equivalent combination of skills and experience
Responsible for customer technical account management (TAM) post-sale, including providing first point of contact support for specific customer accounts. This includes routine technical support, proactive health checks, issues tracking and resolutions, maintenance of a customer record in CRM, and general co-ordination of technical issues and technical communications
Ownership of customer issues resolution. This can and will include co-ordination of technical issues between the customer and the engineering development team. This also includes characterization, validation and communication of technical issues
Proactive customer support in areas that include health application support and configuration, CRM process improvement, upgrade and version migration and planning, and general product improvement planning
Providing both customer service telephone support and on-site support as needed. This includes tracking of routine service calls or communications that might have been supported by other team members
Technical support to system integrators, developers, and partner companies
Supporting new product development through providing timely and relevant customer feedback into the design process
Completing specific projects and structural improvements that result in improved customer satisfaction, improved product quality, and improved support quality
Process and quality improvement in all facets of the job

222

Customer Support Engineer Analyst Resume Examples & Samples

Work within a hospital radiology and IT environment to evaluate and troubleshoot Healthcare Digital Solutions issues and implement appropriate repairs
Complete Preventative Maintenance on designated equipment
Perform safety and environmental inspections ensuring compliance to Health and Human Services and Environmental Health and Safety guidelines
Complete necessary service and repair documentation following hospital protocol and GE policies & procedures
Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction
Mentor with and assist more experienced engineers on progressive repairs and resolution, and will work as a member of the local team to provide efficient service delivery to all accounts within his/her assigned area
Must have one to two semesters left prior to graduation or a recent graduate of no more than 6 months with a technical associates degree or bachelor’s degree in Information Technology, Computer Engineering or similar technical degree
Must maintain a minimum of a 3.0 GPA
Previous experience and/or course work in which you have successfully interpreted schematic diagrams and performed troubleshooting and planned maintenance on basic IT Applications or electronic equipment following current standards, code, and procedures to ensure safe and effective operation of those devices
Must be able to develop and maintain good customer relationships
Must have reliable transportation and a valid driver’s license
Must be willing to work in the specified geographical area and relocate accordingly
Analytical and communication skills with the ability to communicate technical issues to the customer in an easy to understand manner
Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment in the electronic field - resulting in knowledge of electronic digital circuitry and understanding of electronic and electro-mechanical devices
Change agent and process oriented
Shares Expertise: Applies specialist and detailed technical expertise. Develops job knowledge and expertise through continual professional development. Shares expertise and knowledge with others. Uses technology to achieve work objectives. Demonstrates an understanding of different organizational departments and functions
Organizing & Executing: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way. Consistently achieves project goals. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence and works under own direction. Initiates and generates activity
Coping with Pressure: Works productively in a pressurized environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it
Supporting & Cooperating: Demonstrates an interest in and understanding of others. Adapts to the team and builds team spirit. Listens, consults others and communicates proactively. Supports and cares for others. Upholds ethics and values. Appropriately follows instructions from others without unnecessarily challenging authority. Follows procedures and policies. Compiles with legal obligations and safety requirements of the role
Embracing Change & Demonstrating Enthusiasm: Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Works hard and puts in longer hours when it is necessary. Identifies development strategies needed to achieve career goals and meet new or changing demands of the job
Commercial Thinking: Keeps up to date with competitor information and market trends. Identifies business opportunities for the organization. Demonstrates financial awareness

223

Customer Support Engineer Resume Examples & Samples

Working directly with our customers to manage interactions and projects
Solving customer issues related to the use of those product deliverables
Training customers in the use of product deliverables
Solve customer issues
Provide first level analysis of issues raised and answer directly where possible
Assign and track issues with Customer Engineering and development teams where appropriate
Track issues to closure
Drive development and delivery of product training programs, at customer sites where required
Supporting product delivery at customer sites as required
Tracking and delivering customer commitments for deliverables and training
Ability to communicate technical subjects in both written and oral form
Understanding of RTL synthesis and simulation tools and gate level debug
Experience with Simulation Tools – Cadence NCSIM, Synopsys VCS or similar
Experience with Synthesis Tools – Synopsys Design Compiler/DCT/DC Ultra or similar
Experience of Formal Verification tools – Conformal/Formality
Excellent written and spoken English Language
Minimum of 5 years working experience in a hardware digital design role
Some appreciation of C programming/scripting/Shells/low level
Some domain experience in communications such as WiFi, graphics, video encode/decode, would be an advantage
Experience of working with externally supplied Intellectual Property
Knowledge of VHDL/Verilog
Integration of IP cores into an SoC environment, knowledge of bus interface protocols e.g. AXI, OCP
Previous experience of giving internal customer training/presentations or liaison with external vendors
Minimum of a second class honours degree or equivalent in an electronics related course

224

Customer Support Engineer Resume Examples & Samples

Assist with basic fault management (L1/Front Desk) functions, provide technical support and guidance to resolve the fault
Monitor/track the HPSM tool for the TT’s assigned to L2 engineer profile
Understand and carryout troubleshooting to restore the fault occurred in IPMPLS/DCN network with minimal need to engage escalation resources
Identify known issues, hardware, and software problems leveraging NOC CRM, Knowledgebase, and analytical tools
Adhere to the documented escalation guidelines
Apply the workaround to restore the services and update the same in trouble ticket (TT)
Cross verify with service owner whether services are restored or not. Upon confirmation update the information in TT & go ahead with closure of TT
Take up with respective team like design, planning, configuration etc. for permanent fix
Interface with Cisco Vendor, carriers, and 3rd Party service providers to create and manage problem resolution

225

Customer Support Engineer Resume Examples & Samples

Provide advanced technical consultation to other team members
Act as a technical expert in his domain of expertise with other team members as well as other Cisco world-wide teams
Independently debug complex product problems and effectively support critical account customers
Leverage existing resources and your own technical and customer relationship skills to provide problems resolution with a high level of customer satisfaction
Keep up-to-date with the latest technology products in his area of expertise in order to provide a high quality support in current and future types of support services
3 - 5 years related experience in involving customer exposure element in Security Technologies (Firewall, VPN, IDS, AAA)
Advanced level of Linux (Red Hat) knowledge
CCNP or higher level knowledge desired
Other technology (Voice, Switching, Security) or product knowledge, experience or certifications would be a plus
Programming skills (Python, Ruby, C, C++, Linux, Shell Scripting) would be a plus

226

Customer Support Engineer Resume Examples & Samples

Customer focused approach
Will to continuously learn and improve
Teamwork focusing on Diversity and Inclusion
"Always do the right thing" attitude
Able to work under pressure and remain calm

227

Customer Support Engineer Intern Resume Examples & Samples

As an intern in the CS AMS team, you will apply your education and tribal knowledge while studying under expert level engineers in the art and science of engineering analysis to determine fault criteria, root cause, and resolution of customer impacting issues
This may include the use of database tools, proprietary test structures, documentation, scopes, and network analysis tools as well as some software design and code manipulation
Several aspects of electrical, electronic, mechanical, automation, integration, and software interface engineering will be employed and expanded upon as part of this engagement
This position will see review and analysis of a wide variety of commercial platforms such as
Notebooks (ex. Elitebook 1040 G3, HP Elite x2 1012)
Mobility (ex. Elite x3)
Desktops (ex. HP Elite Slice, HP EliteOne 800 AIO)
Workstations (ex. HP Z840 workstation)
Thin Client (ex. HP t730 Thin client)
Retail Point of Sale (ex. HP rp9 POS)
4th Year of University completed--typically a technical degree specialization
Students currently pursuing a Bachelor’s/ Master’s Degree in Mechanical, Electronics, Electrical, Industrial, Production, Quality, Computer Science
Internship Period: Summer (May – July 2017) or longer
Understanding of circuit and signal analysis as well as computer design/expected behaviour of components
Great presentation skills (both graphically and oratorically)
Strong team player with great interpersonal and communication skills

228

Customer Support Engineer Resume Examples & Samples

Technically and commercially evaluating customer requirements
Preparing and issuing professional quotations
Communicating with uk and possibly overseas facilities /customers / agents on a daily basis
Liaising with the engineering team to ensure customer needs are properly satisfied
Order processing and ownership through to dispatch
Technical support Customers, overseas regional offices, service personnel, manufacturing & purchasing
Assisting other internal teams with best practice solutions
Cost efficient and best practice solutions for customers – with maximum margin for HT
Close liaison with sales teams to ensure specifications and customer requirements are fully met, from initial enquiry to commission
Recommendation / confirmation of product being requested or offered
Manages recovery of sales cost in order to maximize profit
Compile the necessary technical and commercial documentation to fulfill contractual requirements and quality procedures
Maintains and develops strong working relationships with existing customers
Provides accurate financial forecasts as required by the Northern Europe Business Leader
Delivers technical presentations as required
Ability to use business systems and the intelligent use of reports to manage orders through system
Effective use of company CRM system
Be continually aware of competitors products and services
Participates in LEAD process improvement activities and uses appropriate tools – kaizen events, value stream maps, 6S etc…
Maintains quality, safety and environmental standards
Adheres to Hydratight’s Health and safety Golden Rules
Minimum HNC in engineering or equivalent
Sales experience in a similar market or industry
Computer literate – good working knowledge of MS Office
At least two year’s experience working within oil and gas market in a commercial, sales or operational role
On-site machining background would be advantageous but not essential
The ability to forecast and provide accurate commercial information is a must
Full UK driving license
Full UK driving license and passport
Prepared to travel as required
Assists and supports colleagues
Works with minimal supervision

229

Customer Support Engineer Resume Examples & Samples

You will provide 2nd/3rd level technical support for Routing Protocol technologies
Apply your analytical skills and technical knowledge to solve product and network problems
TCP/IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS, Multicast, MPLS
Troubleshooting experience and mindset
CCNP or at least 5 years of hands-on experience with Cisco routing
Ability to support customers in high stress environment

230

Customer Support Engineer Material Solutions Resume Examples & Samples

Support the quotation process in a bid to resolve technical compliance issues associated with components being offered
Work collaboratively with Bombardier engineering team to identify and source suitable alternative parts for obsolete items
Review and become conversant in current business systems for sales and procurement activities as well as implement changes where necessary to develop more streamlined processes
Support development of long term business plans with targeted outcomes and action plans designed to expand the product and client portfolio
Work closely with the services solutions team to identify innovative products and services that could be transferred or adapted to the local market
Degree or certificate in Engineering
3-5 years’ experience in similar role
Minimum 2 years’ of functional work experience in the industry
Advanced computer skills in database application

231

Customer Support Engineer A Resume Examples & Samples

Proposes preventive and corrective actions to keep the fleet in service. Perform root cause analysis. Follow the associated technical action plan till root cause is identified and solution found. Attend and actively participate in all safety board. (40%)
Coordinates engineering activities to solve the mechanical issues (Bogie, Drives and Carbody) during warranty phase of the projects (20%)
Participates to Customer meeting, Supplier workshop, field investigations, and internal reviews. (20%)
Develops diagrams, drawings, engineering specifications for system or equipment modifications. Establish investigation reports. (10%)
Create lessons learned and recommendations to avoid the same issue in the future (10%)
Typically minimum 3-5 years relevant experience in the technical business
Creates opportunities and eliminates potential problems by anticipating and preparing for them in advance

232

Customer Support Engineer Resume Examples & Samples

Responsible for providing product support to users of the Salesforce Commerce Cloud platform
Supports and contributes to the growth of best practices for delivery of Salesforce Commerce Cloud support services
Understand Salesforce Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of Salesforce Commerce Cloud product issues
Contribute to the definition and evolution of Salesforce Commerce Cloud methodologies, standards and best practices for support and product delivery
2 to 3 years providing customer facing product/technical support (Web based products or eCommerce preferred)
Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services

233

Customer Support Engineer Resume Examples & Samples

To maintain service of diagnostics equipment's in the assigned territory
Install,demonstrate and maintain the instrument at the customer site
To maintain essential spare parts stalks as per requirement
To maintain equipment installation and demonstration as per purchase order terms and conditions
To maintain AMC/CMC contracts in assigned area

234

Customer Support Engineer Resume Examples & Samples

6-10+ years related experience in the combined following areas
Knowledge of engine systems operation, software and control systems, fault isolation and experience in military gas turbine engine maintenance requirements, support equipment and field logistics
Ability to effectively schedule and track issues to closure through written documentation
Expertise in data system requirements analysis and integration, including interface control document definition

235

Customer Support Engineer Resume Examples & Samples

Proven track record in multi-tasking, working under pressure and meeting customer Service Level Agreements on an on-going basis
Good knowledge of Microsoft Windows platforms (Win 7, 8, 10 and Win Server 2012, 2016) and the Microsoft Office Suite is essential
Experience with SQL Server queries and commands
Experience with networks (IP, TCP, HTTP, firewalls, proxy servers)
Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS would be advantageous
Knowledge of common applications and file formats (DOCX, RTF, PPTX, XLSX, HTML, XML and other DTP formats such as FrameMaker and InDesign)
Experience with localisation tools would be advantageous
Technical Degree Level Qualification
Relevant Product/System Certifications

236

Customer Support Engineer Resume Examples & Samples

Warranty handling tasks
Contact with suppliers and customers in connection with warranty
Technical support for service engineers and customers
Provide training courses internally and externally
Participate in quality assurance of Alfa Laval Aalborg 'products
Visiting suppliers and customers, expected 25 days pr. year

237

Unix Customer Support Engineer Resume Examples & Samples

Consultative approach
Team player and with the willingness to support others
Multitask capable with strong time management skills
Multilingual skills are a big plus
Mastery level knowledge of Unix/Linux OS and its components
Database is experience is a bonus, for example – Oracle, DB2, MYSQL, Sybase or SAP
Networking and troubleshooting connectivity, firewalls, name resolution and performance based issues with OS
Strong understanding of clustering and or SAN technologies
Technical degree is a plus but not required
Previous experience with backup technologies
Commvault software Simpana
Familiarity with SAN storage (NetApp, EMC Celerra or Hitachi)
Previous experience with IBM Notes or IBM Domino

238

Customer Support Engineer Resume Examples & Samples

Sound knowledge of all Trackwise application from technical and functional point of view
Trackwise implementation and Configuration changes knowledge
Sound Experience in Crystal report design with a background of SQL /Oracle
Sound knowledge of Apache /Tomcat is a must
Candidate needs to have good knowledge of coordinator configurations and should be able to assist customers in troubleshooting issues arising out of it
Well aware of all Trackwise webadmin components
Well aware of teamaccess logs , analytics sync logs , crystal logs etc
Sound working knowledge of migrator application is a must
Prior experience of working in Oracle SQL developer / SQL studio management is a plus
Performance tuning of SQL queries
Knowledge of Java (working knowledge 1 or 2 years would be good)
Aware of Inbound Web Services and Outbound Web Services concepts
Previous Trackwise experience in upgrade, implementation & configuration
Experience of Testing and troubleshooting issues during and after implementation of Changes
SQL and Oracle working experience. Well aware of db backup, restore, ability to understand sql/oracle logs , ability to write SQL scripts .Troubleshooting sql/oracle queries
Aware of networking tools like Fiddler , Apps dynamics , Performance Monitors , Wireshark is a must
Good communication skills and customer focused
Support role involves assisting customers in resolving their Trackwise configuration issues ,Single and multi-reports issues
Help customers with troubleshooting Analytics/QualityView installation and any problems arising post installation and execution of reports
Help customers with issues arising from migration and provide guidance on how to resolve them
Troubleshooting issues arising from Trackwise Utilities like PR Import , Selection Import , Person Import and Entities import
Should have 2 - 7yrs experince in trackwise Application
Educational qualification: BE, BTech, ME, MTech, MCA

239

Customer Support Engineer Resume Examples & Samples

Provide timely responses to numerous technical questions to ensure uninterrupted daily flight operations
Respond to Action Requests (AR) to support operational customer flight operations, author presentations, logistics assessments, position papers, and support engineering investigations
Coordinate technical issue resolution among Rolls Royce, Lockheed Martin, P&W Component Integrated Product Team, Logistics Program Management (LPM), and JPO customer
Duties also include coordinating with Rolls Royce and JPO customer Joint Technical Data (JTD) updates pertaining to customer requests and Engineering Changes for unit level maintenance

240

Frontline Customer Support Engineer Resume Examples & Samples

Ability to work on a variety of issues, provide advice and solutions to our customers across the globe
Escalate more complex issues to our Customer Support specialists, as and when necessary
Use problem solving, time management, technical and consultative skills on a daily basis to
BCs in Information Technology, Computer Science or Engineering

241

Senior Customer Support Engineer Resume Examples & Samples

Manage service requests from Distributors and End-Customers in an efficient and professional manner
In –depth product knowledge and on-going learning
Validate and deploy new software releases, both locally at our test sites and remotely to customers’ systems
Periodically monitor and fine-tune customer configurations to ensure that the system is being used in an optimal manner
Prioritize and investigate system and software problems signaled by end-customers; work with engineering to apply solutions
Create test cases and test documentation for internal use
Create and maintain end-user documentation and support materials like video tutorials and knowledge base
Determining requirements, preparing, and coordinating the release of service bulletins for service personnel and contractors
Use the Customer Service Management tools to record activities and customer issues
Travel occasionally to customer locations in North America and Internationally to perform Service, Training and Installation related activities
Ability to travel – passport, obtain visas, rent cars
Prior experience in using CRM software a plus
5+ years' experience in a technical support role
Good working knowledge of software development process is a big plus
Good understanding of computer networking principles and operation
Strong troubleshooting and problem solving skills

242

Customer Support Engineer Resume Examples & Samples

Logical mind, and has technical debug skills
Ability to work with remotely located team members
Working knowledge of wireless technology or protocol such as UMTS, LTE, or any type of package core product

243

Customer Support Engineer Resume Examples & Samples

Engage with clients on day to day operations, organize and lead weekly calls developing a relationship
Creation and maintenance of system diagrams detailing functionality of customer GEHC IT environment
System-wide RFS review with goal of identifying patterns and root cause of cross-product/lingering/repeat support issues
Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems
Own and manage personal caseload and perform callbacks and case follow through as defined by the Case Management Guidelines
Bachelor’s Degree with minimum of 3 years technical working experience
GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed
Ability to work independently with minimum direction
Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams
Achieve KCS Certification within 6 months

244

Customer Support Engineer Resume Examples & Samples

Provide leadership and technical direction in an advisory capacity to both customer leaders and locomotive maintenance staff
Provide clear direction on maintenance and troubleshooting tasks including all appropriate documentation
Interpret and ensure adherence to GE workscopes and maintenance instructions
Administer locomotive warranty material usage through troubleshooting, inspection and validation
Manage warranty material inventory stock and replenishment for given locations
Encourage and maintain safe work environment
Responsible for compliance with local regulations and specific customer safety policies
Provide feedback to other GE teams for updates to workscopes, engineering practices, component quality and functionality, design changes and shop processes
Bachelor's Degree in Engineering or equivalent knowledge and experience OR primary education with proven years of applicable experience in heavy equipment service industry
Some years of experience in locomotive and/or any other heavy equipment maintenance roles
Ability to communicate both verbal and written in English
Ability to work railroad service shop/depot environment
Willingness to work various hsifts and days
Willingness to travel to up to 75% of your time within UK to support customer hardware and software installation, corrective repair action and program/project status update
Technical experience in a maintenance or production industrial environment
Rail industry knowledge and experience

245

Customer Support Engineer Resume Examples & Samples

Technical school, engineering degree or equivalent work experience
5+ years combined military aviation and/or airline maintenance / engineering experience minimum / IFEC maintenance
FAA A&P license, or EASA Category B1 and/or B2 license a plus
Experience with aircraft modifications, maintenance and engineering drawings a plus
Ability to be badged for India AOAs is mandatory
Must have travel documents necessary to allow international travel, specifically, but not exclusively for U.S. for training

246

Indigo Customer Support Engineer UK&I South Region Resume Examples & Samples

Work on problems/projects of moderately complex scope
Exercise independent judgment within defined practices and procedures to determine appropriate action
Act as an informed team member providing analysis of information and limited project direction input
Follow established guidelines and interpret policies
Evaluate unique circumstances and make recommendations
Provide technical on-site support to customers
Report to the appropriate Area Manager
Appropriate electrical, electronic and mechanical engineering qualifications
Experienced as a field based engineer in service delivery for the Graphics Arts and/or similar markets
Broad technical background (IT, Network, SW Solution, Graphics Art)
Excellent listening, speaking and written communications skills
Able to work effectively within and across teams, internally and with external partners
Display a high degree of flexibility working independently
Ability to coach and mentor customers’ operators
Team work: locally & across areas
Understanding HP portfolio: contracts, revenue processes & compliance
Customer-focused: achieve good Total Customer Experience (TCE), keep commitments, Keep Customer Informed (KCI)
Proactive: good attention to detail
Sales techniques: supporting new service offering
Financial: control travel time, overtime, warranty costs, and spare parts costs
Responsible for Spare Part car kit as well as return of spares
Support sales and existing marketing functions for shows/exhibits
May need to be available outside of standard working hours

247

Customer Support Engineer Resume Examples & Samples

Provide technical support services for Customer Operations (CO) organization and for Nokia end customers all around the world in RAN product. In this position you will be working closely together with R&D organization
Professional in support NPI and piloting project
Efficient to be shield reported problem toward R&D
Work closely with R&D and relevant teams to investigate product faults and drive correcting process
Provide technical coach for new releases to our internal and external customers
Strong background in Nokia base station(3G or 4G or 5G) or Small Cell product

248

Customer Support Engineer Resume Examples & Samples

Customer Support / Application Support experience, working with internal and external corporate users
Supporting Content Management Darwin Information Typing ArchitectureDITA
Good Experience supporting customers in a SaaS environment
As part of the SDL Knowledge Center specialist team, represent the customer support organization on this product line
Contribute to and co-own the development priority list for LiveContent Architect on behalf of Customer Support globally
Responsible for monitoring and ‘gatekeeping’ development knowledge requests for the Customer Support team globally
Coaching, mentoring and Contributing to the Support training program and ensuring internal knowledge transfer to the Customer Support teams globally
Technical Support Activities

249

Customer Support Engineer Resume Examples & Samples

Engineering Degree
7 years of experience in similar position
Certified Six Sigma Black Belt or Master Black Belt required
Red X Journeyman or Master
Bilingual English/Spanish

250

Customer Support Engineer Resume Examples & Samples

Sales Activities, Customer & Sales Support
Obsolescence management
Introduction of new product groups
Information Control & Sales Database Maintenance
Outsourcing and Supplier Maintenance
Relevant engineering degree (preferably Electrical)
Broad engineering expertise in a relevant field (rail, aerospace, military fleet maintenance)
Good understanding of complex electronic and mechanical products
Norwegian and English written and spoken fluency
Strong computer literacy (SAP, Product Data Management software, AutoCAD, Inventor)

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Customer Support Engineer Monterrey Resume Examples & Samples

Customer Support Engineer Resume Examples & Samples

Customer Support Engineer Resume Examples & Samples

Customer Support Engineer Resume Examples & Samples

Customer Support Engineer Resume Examples & Samples

Customer Support Engineer Resume Examples & Samples

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