Product Support Engineer Resume Samples

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E Terry

Ethelyn

Terry

401 Chaim Run

New York

+1 (555) 710 8822

401 Chaim Run

New York

Phone

p +1 (555) 710 8822

Experience Experience

Boston, MA

Product Support Engineer

Boston, MA

Kessler-Von

Boston, MA

Product Support Engineer

Work closely with the Product Support Manager and Development teams to provide customer feedback
Work closely with product management team to provide customer feedback and assist in product direction
Work on creating complex SQL queries (MS SQL and ORACLE) to use our data and assist client with query tuning and performance improvements
Adhere to performance and productivity standards established by the candidate’s manager
Assist with management of client escalations regarding FICO products – plan and execute resolution
Develops or assists in the development of service and support procedures for new products
Work with Product Management and Service Manager for new analysis and reporting of any high potential interactions (HPI’s)

Los Angeles, CA

Technical Product Support Engineer

Los Angeles, CA

Hagenes Group

Los Angeles, CA

Technical Product Support Engineer

Assist in delivering Technical Training courses to both internal and external Customers
Answer telephone calls, email and service requests coming in via web system
Support our partners and end-customers during the integration phase
Provides Beta Site Support; specifically related to installation, operation, calibration, service and/or testing of a new hardware, software or processes
Ensure all calibrated equipment is maintained and tracked using the calibration database
Escalate problems to development
Responsible for all technical support related aspects at a specific customer: escalations, fleet performance, system installations, improvement programs and upgrades

present

New York, NY

Senior Product Support Engineer

New York, NY

Crooks, Pouros and Kassulke

present

New York, NY

Senior Product Support Engineer

present

Inspire, guide, support and motivate team, provide direction and manage performance
Work with client IT department or DBAs to troubleshoot the problems like network connectivity issues or server performance problems
Escalating issues to Product Development, Product Management, and/or Operations teams and managing their resolution
Work with external customers to assist in resolving problems of the product within their environment
Assisting with performance efficient SQL queries
Understand “Enterprise Solutions” products to provide in-depth technical assistance to both clients and field support staff
Representing Customer Support to other departments in the company including sales, operations, product management, and product development

Education Education

Bachelor’s Degree in Computer Science

University of Virginia

Bachelor’s Degree in Computer Science

Skills Skills

Strong ability to be self-directed and work independently, with strong organization and documentation skills
Good documentation practice and basic knowledge/understanding of GMP
Excellent judgment and decision-making capability, applying knowledge of regulations in practical manner to support the business in a compliant fashion
Prior experience in front line technical support position highly desired or solid in shell usage and basic system commands
Good knowledge on datasets we provide like Ratings, Financials, Estimates, SNL etc.,
Self-starter with a strong ability to “move” projects forward
You love to work with other people across the globe. Great communicator with ability to adjust to cultural differences
Fluent written and verbal communication in Chinese, Good ability for reading and writing English
Ability to apply technical knowledge of service and/or manufacturing processes
Excellent teamwork skills along with the ability to assess and initiate corrective actions

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15 Product Support Engineer resume templates

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Product Support Engineer Resume Examples & Samples

Working knowledge of electronic, biomedical, and mechanical engineering
Effective interpersonal skills, analytical and problem solving skills
Effective organization, planning and goal-setting skills
Demonstrated consistent professionalism in customer, cross-team/functional interactions with high concern for customer needs and expectations
Effective written and oral communication skills using English

Product Support Engineer Resume Examples & Samples

Strong ability to work and communicate effectively with her/ his team and peers within the engineering organization
Experience with complex automotive/ electromechanical systems, preferably electric vehicles or high voltage DC systems such as DC storage or DC-DC converters
Skilled with common workplace and database software (MS Word, Excel, Visio, Access, etc)
Experience with manufacturing, quality and design improvement methods (six sigma, 8D, FMEA etc). Automotive related a plus
Experience with environmental and safety requirements a plus
Minimum 2+ years experience as development, diagnostics or field support engineer
Must be fluent in English (additional foreign languages a plus/possible requirement for position)

Product Support Engineer Resume Examples & Samples

Support technicians in the field with troubleshooting techniques and remote diagnosis
High Voltage batteries or stationary storage applications
Electric vehicle charging systems
NVH: Noise Vibration and Harshness
Adaptive cruise control, lane assist, parking assist
Exceptional communications skills, both spoken and written in English and Mandarin Chinese

Product Support Engineer Infotainment System Resume Examples & Samples

Debug systems and perform diagnostics on field failures both remotely - looking at data logged by the vehicle, and directly in the field
Provide technical support in order to minimize vehicle downtime, through day to day coverage of internationally distributed service cases
Recognize trends and patterns in field failures and work with the development team to drive short-term fixes and future improvements
Support service technicians, technical support specialists, and regional technical specialists with troubleshooting techniques and remote diagnosis, occasionally travel to perform field diagnostics, repair, and training
Review existing and proposed EV standards and assess their impact on current or future Tesla products
Bring visibility to development teams by summarizing and distilling existing standards and market direction. Make proposals to engineering design and department heads on the direction Tesla should take
Engage with standards committees to represent and drive Tesla’s interests
Identify improvements for serviceability of the product for the purpose of reducing costs

Product Support Engineer Infotainment Systems Resume Examples & Samples

Work with engineering and manufacturing teams to ensure new issues are fully investigated and that countermeasures are in place
Support technicians in the field with troubleshooting techniques and remote diagnosis, occasionally travel to perform field diagnostics, repair, and training
Experience with complex automotive/ electromechanical systems, preferably electric vehicles or high voltage DC systems
Able to read and interpret mechanical drawings and electrical schematics, experience with CAD systems such as CATIA a plus
Previous experience working as a development, diagnostics, or field support engineer
Prior exposure to testing any of the following technologies a plus: wireless systems (3G/4G, WiFi, Bluetooth, RF), USB, graphics/OpenGL, audio systems, power management, location/navigation software, and/or touchscreen devices
BS degree in CS, CE, EE or similar

Worldwide Product Support Engineer Resume Examples & Samples

Primary focus will be on the support of the Asia Pacific customers
Strong verbal and written communication skills and fluency in both English and Mandarin
Provide customer support using the Intel Premier Support tool (IPS), HSD & VIP tools, social forums/communities
Partner with 1st level support agents to ensure they are trained for product support; and train the 1st level agents using various modes of delivery
Document related troubleshooting process as well as contribute to the product's knowledge base
Analyze customer contact volume, product issue status and/or trends for regular report out
Advanced analytical and troubleshooting skills for technical problem solving
Discipline for independent research and learning
Technical aptitude for quickly learning new products and technologies
Proactive initiative taking and figuring out the best course of action
Partner with team members, business unit partners, and others to maintain Intel's brand
Influence & Persuasion to convince others in both positive or negative circumstances; use tact when expressing ideas or opinions; present new ideas to authority figures; adapt presentations to suit a particular audience; respond to objections successfully
Assertive: appropriately with the right sense of urgency at the right time
Knowledge of the Intel Embedded Media Graphics Driver and Graphics Media Accelerators, and Platform Software on Intel Chipsets is highly desirable
Good understanding on hardware interaction, specifically for Graphics Chipsets, monitors, ADD card
Knowledge of Intel Graphics driver porting, 2D and/or 3D graphics INF, DirectX/OpenGl, video playback - encode, decode and transcode compression standards, profiles and levels, interfaces (HDMI, Display Port, DVI, LVDS), VESA specifications for EDID, BIOS and VBIOS software and hardware tools - MMTools, FPT, DediProg, and graphics concepts such as scaling, underscanning, modes (progressive and interlaced)
Understanding of Microsoft Operating Systems a must - Windows XP, Windows 7/8, Windows Embedded Standard 7, Windows Embedded Compact 7, POSReady (2009 and Windows Embedded POSReady 7), and WinCE 6.0
Varied Linux distribution knowledge, Android, Tizen, Yocto, Meego, WindRiver knowledge, platform design and hardware layout, and knowledge of SDVO transmitters and display technologies are a big plus

Product Support Engineer Resume Examples & Samples

Providing technical support for issues escalated by our customers
Providing in-country onsite support in exceptional cases
Providing lecture and/or hands-on training
Documenting related troubleshooting process as well as building a knowledge base
Analyzing customer contact volume, product issue, health, status and/or trend in the country that you support
Working with worldwide product support engineers, business unit, quality engineers, and others to maintain Intel brand and manage product support life cycle
Advance troubleshooting skills on Server platforms, Operating Systems and hardware including peripherals on current Intel architecture server technologies
Experience in providing technical support to customers for Server products
Good working knowledge on RAID and Storage solutions (SAN, DAS, NAS & Clustering)
Good working knowledge on server Operating Systems like Windows, Linux, VMware including Virtualization
Knowledge on cloud solution would be an added advantage but not required
Installation and configuration of Switches (like VLANS and Link Aggregation), Wireless AP and Routers
Experience with network troubleshooting, network management protocols (SNMP and IPMI) and tools
In-depth knowledge of and direct experience with Internet Protocol (IP), Domain Name Systems (DNS) , Dynamic Host Configuration Protocol (DHCP), and network security
Very good customer orientation and problem solving skills
Ability to conduct training, document and manage important issues and work well in a diverse team environment
Certification on any Server Operating Systems would be an added advantage

Worldwide Product Support Engineer Resume Examples & Samples

BA/BS degree (preferable in a technical discipline)
Complemented with 6 years supporting customers by analyzing/troubleshooting technical issues and offering solutions
Posses a "customer 1st", "I love technology 2nd" mentality
Extensive system troubleshooting/analytical skills with experience on Intel Architecture PCs
Ability to analyze, breakdown, understand complex problems and communicate solutions effectively is required
Ability to work with and drive action in multiple groups across worldwide locations
Solid project management skills, leadership capability, and customer orientation are critical, as well as possessing initiative and a strong commitment to task are a must
Ability to manage customer expectations and balance customer requests with Intel's business needs

Product Support Engineer Resume Examples & Samples

Field escalated tickets from CyberSource Support within the EMEA region and beyond
Feed into the redesign of products and services where enhancements are necessary
Own the code lines for existing support tools
Investigate 3rd line issues arising from our client’s use of CyberSource’s service in line with our agreed SLA
Ensure accurate records of service recommendations are written to the CRM during service provision
Liaise internationally with junior engineers and also Technical Account Managers (TAMs) to report on issues affecting the service relationship with all tiers of merchant
Coordinate the international escalation of service issues across time zones to ensure timely resolution of client requests and to optimize service continuity
Liaise with Account Managers and the senior management team to provide optimal service to our merchants and occasionally share the ownership of the service relationship with the merchant as required
Configure our systems to allow client accounts to enable effective payment processing using our services
Responsible for client integrations
Answer internal enquiries directed toward the support team of a technical and account related nature
Educate both junior engineers and non-technical staff through training and presentation
Conduct critical compliance testing to ensure our customer’s payment systems achieve the standards required by our strategic partners
The successful candidate will have outstanding and demonstrable trouble shooting ability developed by prior experience in an equivalent 2nd/3rd line role. They will have achieved a good pass in a technically relevant degree
As this role will interface with numerous technical disciplines throughout the company, the successful candidate will possess a broad understanding of technical disciplines from (for example) networking to the development lifecycle. This means they will likely have working knowledge of C++, C#, VB or .Net, Java, ASP. Required will be the ability to perform Ad-hoc coding in a web development environment in languages that preferably include Java or .net, although it should be stressed that this is not a coding role
Significant experience working within a similar support function is essential, and preferably within a SaaS environment. Some consultancy experience is considered to be a plus
As we operate in a heavily regulated payment industry, the candidate will necessarily require a high level of accuracy and attention to detail
Although travel to client sites is expected to be extremely rare, a full current driver’s license would be considered essential for the role
It should be stressed that the technologies covered by this role and the systems on which the candidate will become familiar are very specific to CyberSource & the online payments industry, which will provide an opportunity for candidates to learn interesting Technologies in the global growth industry

Railway Engine Senior Product Support Engineer Resume Examples & Samples

Primary rolewill be to manage all the technical product support related functions for therailway business in Asia
Providetechnical resolution on product quality issues through the DSN process. Manage‘delivered quality’ and ‘in-field quality’ issues effectively to minimize enduser impact and business costs
Ability to createcustomer specific engine consists for OEMs and supporting dealers through theEOMP and ASC systems
Provide engineeringsupport to OEMs and dealers on the correct installation of the engine withregard to all engine systems, including controls and after-treatment
Developexpertise on global rail industry regulations on engine systems
Ensuring thefinal specification and scope of supply is fully documented and accepted by theCaterpillar product group, the selling dealer and, where appropriate, theservicing dealer
Providecommissioning support to OEMs and dealers. This will include supervision ofminor hardware changes, installation of loose material and supporting finalinstallation auditing and documentation
Challengesinclude developing and meeting expectations in delivering results, identifyingand recommending alternative courses of actions, making timely decisions anddeveloping greater communication skills
Must haveability to work with people from many different backgrounds and cultures,internally and externally, with the appropriate influence and ability toresolve differences
Good humanrelations skills are required to develop a collaborative/cooperative workrelationship with others inside and outside the business unit
5 to 10 years of experience in Cat Engineering or Product Support
Willing to travel up to 30% of the time including international travel
Team and project leadership skills
Degree or equivalent in a relevant engineering field
Field experience in an engineering and application or product support environment, working to resolve customers problems with engines in a hands-on capacity
High level of competency in Cat engine systems, preferably on medium to large diesel engines
Strong understanding of Caterpillar engineering/product support systems – TMI, SIS, engineering standards, drawing databases along with print reading capabilities and PC based Caterpillar service tooling
Strong understanding of mechanical equipment function and design
Good understanding of electrical system design functionality, basic troubleshooting and communications
Experience in working internationally

Product Support Engineer Resume Examples & Samples

Building internal support-related tools and documentation
Participating in requirements, design, and roll out of new products and services
Creating, editing, and distributing customer notifications
Taking part in the after-hours on-call rotation, usually for one week at a time, every 6-8 weeks
Minimum 3-5 years of relevant customer support experience with at least 2 years in-depth technical experience such as Tier 3 technical support, software development, or back-end web development
Experience working with such technologies as Windows, Unix, Linux, Java, C/C++, SQL, ASP, Visual Basic, VBScript, DBMS and/or XML
Prior Technical or Customer Support experience is preferred
Strong problems solving skills
Prior experience with online payment, risk management, or point-of-sale transaction technologies is preferred
Bachelor’s degree in Computer Science, MIS, EE, CE or equivalent experience

Application Product Support Engineer Resume Examples & Samples

Understand the customer pain areas, perform root cause analysis
Use the problem solving and analytical skills to troubleshoot the issues to provide Interim Corrective Action/Permanent Corrective Action [ICA/PCA] to fix the issues with the product
Work closely with development team and implementation team to fix the issues seen while product implementation or product upgrades
Work closely with customers and support advocates to resolve the priority issues within specified SLA
Perform Root Cause Analysis [RCA] for the system failure and help the customers in data recovery in case of network/system crash/outage etc
Adhere to CQMS [Caterpillar Quality Management System] support processes
Track and report issues within the CPI (Continuous Product Improvement) process to assure proper resolution to ongoing issues
Create and report product improvement ideas including functional enhancements and supportability improvements
At least 2+ Years of experience in any product support/development
Strong in analytical and problem solving skills
Should have good knowledge & experience in Java based projects
Oracle or DB Knowledge, TCP/IP networking, Microsoft client and server platforms
Good exposure to support process
Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships
Need to be an excellent team worker with good communication skills
Should be a self-driven individual and be able to independently handle the assignments
Good knowledge of using Salesforce, JIRA (or other defect tracking tools)
Knowledge on Business Objects Reporting
General information technology knowledge and, ideally, its application to the mining client industry
Oracle/SQL server database knowledge
Quickly learn the functionality and troubleshooting techniques
Flexibility to work on issues off working hours including weekends

Senior Product Support Engineer Resume Examples & Samples

Demonstrated commitment to quality and customer service, consistently going above and beyond
Group Presentation and Public Speaking skills
Thorough understanding and strong interest in Operating Systems & Internet technologies, specifically HTML/CSS/JavaScript, HTTP, SMTP, and TLS protocols
Strong verbal, listening and written communication skills, communicating effectively under extreme pressure
Ticket and Incident prioritization and management experience
Training experience
Excellent analytical, problem solving, and project management skills
Bachelor's degree in Computer Science, MIS or related technical discipline preferred

Product Support Engineer / Developer Resume Examples & Samples

Create and adapt Demo applications to test/showcase the SDK
1st line of support for our customers using our development tools/products (in accordance to agreed time/scope)
Manage all technical questions from the customer and work with product and engineering teams to resolve any issues
Guide/coach/train the customer developing teams on using our products/tools
Key input stakeholder for API documentation

Product Support Engineer Resume Examples & Samples

Field escalated tickets from CyberSource Support teams globally
Investigate 3rd line issues arising from our client’s use of CyberSource’s service in line with our agreed SLT
Liaise internationally with junior engineers and Technical Account Managers (TAMs) to report on issues affecting the service relationship with all tiers of merchant
Configure our systems to allow client accounts to enable effective processing using our services
Deliver client experience advice and feedback to internal development and product teams to ensure optimum product usability
Act as technical escalation point for client issues, both internally and, where required, externally
Achieve and maintain status as SME across one or more of the CyberSource and/or Visa product lines
1-Required Experience

Product Support Engineer Resume Examples & Samples

Interfacing with both 'direct' and 'reseller' customers
A track record of a strong customer focus. 5+ years of experience in a Customer Support role with at least 2 years in-depth technical experience such as Tier 3 technical support, software development, or back-end web development required
Must have the ability to skillfully prioritize and manage concurrent merchant projects and issues
Experience in working with cross-functional/cross-department teams
Experience in project management and strong problem solving skills are preferred
A self-starter with strong organization skills and resolution management
Bachelor's degree in Computer Science, MIS, EE, CE or equivalent experience

Product Support Engineer Resume Examples & Samples

Provide end-to-end product support of the Comcast Video Cloud solutions including CDN, live linear streaming, and over-the-top VOD enabling success of Comcast Wholesale customers, product, sales, development and operations teams
Ensure success of customer integration/qualification efforts, lab/field trials, and production deployments
Work and resolve technical problems and issues reported by Customers related to Comcast Video Cloud products and infrastructure
Provide escalation management for any Customer-reported issue from technical configuration to billing
Demonstrate leadership and work independently to resolve complex technical problems, including escalation to others as needed
Work closely with and manage cross-functional teams in a matrix environment composed of Product Management and Development, Engineering, Operations, Sales & Solution Engineering, Professional Services, and Account Management representatives operating in different U.S. time zones
Identify, document, and influence implementation of product supportability features and improvements through the Product Management and Product Development organizations
Define, coordinate, and prioritize customer feedback and convert ideas into product and system requirements for future enhancements to Comcast Wholesale services. Team up with teams to implement these enhancements
Partner across Engineering, Operations, Marketing, Finance, Legal and other key stakeholders to develop and implement support processes and deliverables
Develop methods and best practices for delivering outstanding service
Support execution of product launches, customer trials, and go-live activities
Share knowledge informally and through creation of knowledge base articles about solved issues
Provide ad hoc business intelligence and reporting for Customers and business leaders
Flexible working time (for example, willing to work occasionally shifted hours or weekends)
Some travel onsite to assist customers and/or sales engineering as required
Fields support requests from Customers immediately, determines severity and priority, provides initial triage, escalates to appropriate team(s), tracks resolution progress, communicates with Customers, and provides post-mortem de-brief(s) externally and internally
Builds project plans and maintains project record. Works with the core team to identify and schedule all the tasks for end-to-end deployment required to fulfill the project scope. Identifies and manages project critical path, being mindful of upstream and downstream dependencies
Facilitates the development and implementation of key goals, objectives, and success criteria for the project with key stakeholders and core team

Senior Product Support Engineer Resume Examples & Samples

Troubleshooting escalated technical problems
Escalating issues to Product Development, Product Management, and/or Operations teams and managing their resolution
Interfacing with both ‘direct’ and ‘reseller’ customers
Representing Customer Support to other departments in the company including sales, operations, product management, and product development
Responsible for training junior members of the team and acting as as a go-to and experienced leader for the junior members of the team
Significant prior experience of providing in-depth technical experience such as Tier 3 technical support, software development, or back-end web development
Experience working with such technologies as Windows, Unix, Linux, Java, C/C++, SQL, ASP,
Visual Basic, VBScript, DBMS and/or XML
Experience working directly with customers via phone/email/eTicketing systems
Prior experience with online payment, riskmanagement, or point-of-sale transaction technologies
Experience of working across complex matrix organisations

Product Support Engineer Resume Examples & Samples

Provides daily advanced technical support and product expertise on NHP Assessment Solution products and services to faculty, students, authors, and internal employees
Conducts research and testing to determine proper escalation or suggested resolution
Adhere to identified processes to respond to issues from email, phone, and web
Ensures timely follow-up and adherence to quality and consistency of response to ensure a positive customer experience
Demonstrated ability to perform technical and administrative duties in back-up of team members
Project management expertise
College Degree preferred, equivalent applicable experience will be considered
3-4 years of call center or front-line customer service experience required. Excellent verbal skills and polished telephone presence
Strong leadership skills as well as a professional attitude and strong service orientation
Problem solving skills and the ability to handle/diffuse difficult situations and resolve issues
Self Starter with attention to detail
MS Office Suite Experience
Worked with Salesforce CRM a plus

Product Support Engineer Resume Examples & Samples

Claim and manage escalations through the Siebel CRM. Utilize CS documentation, external department resources, and knowledge of the Authorze.Net systems to resolve multiple and concurrent issues in a timely manner
Thorough understanding of the products and services Authorize.Net provides including value-adds, and resolve related customer issues involving bugs or a change in system behavior
Assist with creation of training documents and deliver training to the Merchant Support team and Product Development staff
Communicate clearly and effectively both written and verbally to customers and co-workers. This includes documentation of processes and procedures
Represent CS and customers in reoccurring Product Development meetings, defining product requirements, and troubleshooting system issues
Being on-call 24X7 for approximately one week each month for incident management is required
Claim, resolve and escalate tickets to and from the Service Desk and Batching Operations (i.e. compromised batch settlement issues) and communicate trends to the business
Provide notifications and offer high level troubleshooting to customers impacted by system issues
Refine internal and external communication processes and procedures as needed
Represent Merchant Support on outage bridge calls and new product code releases, including outside of normal business hours
Creation and management of Support Center KB articles via Knowledge Centered Support

Product Support Engineer Resume Examples & Samples

5-7 years technical automotive experience
Bachelor of Science in Automotive Technology, Management, or equivalent experience
Master’s Degree in Business Administration or related discipline
Computer savvy; strong Microsoft Office skills
Understanding of automotive systems/concepts/components
Strong written and oral communication skills; Ability to understand and communicate trends in large amounts of data
VW/Audi technical product knowledge/experience
Knowledge of German and/or Spanish languages

Cleversafe Product Support Engineer Resume Examples & Samples

Knowledge of one or more of the following: device drivers, security, system administration, SAN/storage, network management
Python or other scripting languages with demonstrable experience in applying these skills to data analysis and problem investigation
Experience with project management tools, such as Rally, Bugzilla and customer relationship management tools such as Salesforce
At least 2 years of Linux OS experience
At least 2 years of software development and/or testing background
Experience working with one or more of the following: device drivers, security, system administration, SAN/storage, network management
Hands on networking protocol and file systems experience
Experience using project management tools, such as Rally, Bugzilla and customer relationship management tools such as Salesforce
Experience troubleshooting the interaction of Cloud applications with Cloud platforms
Operational experience with cloud infrastructure (Storage, Networking, Servers, VMware, and software)

Audi Product Support Engineer Resume Examples & Samples

Monitoring of product performance and quality of in use Audi vehicles for Chassis, Steering, Exhaust system
Identification of product shortcomings based on information from all different inside and outside sources
Performance of technical analyses on product shortcomings
The formulation of recommendations to Audi AG concerning the need of countermeasures
Communication with Audi Dealers to support efficient and effective repair of in use Audi vehicles
Monitoring the effectiveness of implemented countermeasures in the field
Ensure successful “Technical Launch” for all new Audi models and major new systems
Monitor product performance and quality of in use Audi vehicle
Monitor the AUDI product quality of customer vehicles in the US and identify all product shortcomings based on information from all inside and outside sources for Chassis, Steering, Exhaust system
Determine market oriented priority lists for product shortcomings
Analyze and track quality issues and communicate the results of monitoring activities/pre-analyses to Audi AG to initiate and drive the fault solving process for proper production and service solutions
Monitor and report the effectiveness of implemented counter measures in the field
Perform pre analyses of defective parts and if necessary coordinate and prepare onsite vehicle analyses
Recommend service solutions to Audi AG in order to address customer satisfaction
Provide cross functional assistance to other groups within AoA, VWoA, Audi AG, vendors and associations
Support and coordinate fault solving process in close cooperation with various departments of Audi AG (Product Support counterparts, Quality Assurance, Production, and Technical Development)
Provide efficient and effective repair assistance to Audi Dealers
Communicate the resolutions for product shortcomings and the appropriate procedures to Dealers
Technical support for Technical Field Managers, the AUDI Technicians Helpline and Customer Care
Assist in the repair of vehicles when Dealer personal is not able to fix themselves through quality technical advice
Support AoA/Audi AG activities (test drives, press & launch events, port & auction center investigations)
Support all technical AoA “new vehicle” launch activities
Prepare presentation of Top Quality Issues for monthly Q-Circle meeting with Audi AG Top Management
5-7 of experience
Minimum 5 years of experience in automotive industry
Bachelor Degree or equivalent degree in automotive engineering
Extensive technical and product knowledge
Ability to problem solve and prioritize
Ability to interpret and apply quantitative methodologies
Ability to self-motivate and support others

Product Support Engineer Resume Examples & Samples

Provide front-line support to internal users of the team's products through several channels: chat, JIRA, email and in-person help requests
Troubleshoot and repair issues with the team's products with minimal guidance
Perform regular and emergency maintenance activities
Escalate software defects and the most difficult issues to the rest of the team. Advocate for the customer's interests in getting these issues solved
Consult with users on the design and implementation of Continuous Integration pipelines, custom deployment workflows and complex monitoring problems
Collect and analyze data for root cause analysis and business intelligence
Champion Dev/Ops and Lean philosophies encourage empathy across functional roles, automate repeatable tasks and eliminate waste
Take ownership for high quality, successful completion of projects

Product Support Engineer Resume Examples & Samples

2 years of customer service or call center experience preferred
Stellar organization skills - nothing slips by you or falls through the cracks - UPDATED
Live chat experience is a huge plus
Strong computer and troubleshooting skills
Basic knowledge of JIRA, HTML, CSS, Excel and SQL is a big plus
Strong reading comprehension skills with the ability to identify the root cause of a problem
Customer-facing experience desired (retail, hospitality, online support, etc.)

Product Support Engineer Resume Examples & Samples

Leading projects in product reliability area with focus on goals deliveries within defined scope & resources thru cooperation mainly with R&D department
Analyze the failure and availability statistics of the local installed fleet
Support the engineering team and airworthiness team during complex RCA
Prepare supportability summaries, provide input to Items of Interest, and prepare material for presentations
Coordinate with supporting and supported organizations for product support elements: Maintenance Planning, Manpower and Personnel, Supply Support, Support Equipment, Technical Data, Training, Computer Resources, Facilities, Packaging / Handling / Storage / Transportation, and Design Interface
Review designs for impact on product support elements
Bachelor’s degree from an accredited Technical university or college (or a high school diploma/GED with at least some experience in an engineering position)

Product Support Engineer Resume Examples & Samples

Addresses and evaluates incoming telephone, email, and web portal requests for assistance from clients experiencing problems with software, databases, ETLs, custom programs, hardware, operating systems and other related layers of technology
Determines whether problem is caused by hardware, software, user error, or other cause
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to escalation resources
Logs and tracks calls and issues using case tracking system, and maintains history records and related issue documentation
Assist with management of client escalations regarding FICO products – plan and execute resolution
Drive adherence to FICO support processes and procedures
Assist with measurement and improvement performance based on key metrics – client satisfaction, productivity, adherence to SLAs, etc
The successful candidate may also act as a mentor or provide guidance on specific technical issues including hosted administrative tasks, remote technical upgrade services, assisting colleagues involved with prospects or new client implementations and passing on product/client knowledge to new or existing colleagues via training workshops and presentations
Position requires candidate to be available, at scheduled times, in 24hrs x 7days shifts for standby / on call for high priority incidences raised by clients. Additional compensation is available for this
Handle support cases and code fixes for client specific custom code as required
Application Service Provider solutions experience
Previous experience supporting Windows-based applications
Microsoft Office knowledge
SQL scripting experience
SQL Server applications experience
Experience in SQL Server T-SQL database development (data modelling, stored procedures, functions and query optimization)
Ability to create complex, high performance stored procedures in SQL Server 2008/2012
Ability to create complex, high-performance views in SQL Server 2008/2012
Experience in reviewing application performance metrics and proactively addressing performance concerns
Experience using Scripting Tool to automate installation, configuration, and deployment
General knowledge of computer/server hardware, installation, and configuration
Understanding of networking protocols (TCP/IP, DNS, DHCP, SSH)
Experience with VMware or similar virtualization technology and concepts
Experience with at least one major ETL toolset
Collections and Recoveries experience is desirable

Product Support Engineer Resume Examples & Samples

Advise and support our customers, partners, and consultants around the globe using innovative software solutions
Fix issues in our software solutions at our customers fast and individually, feeling at home both in the 2nd and the collaborative 3rd level support
Reproduce issues at our customers in standardized environments and pass them to the 3rd level support

Product Support Engineer Resume Examples & Samples

Ability to work 10 am – 7 pm EDT or 11 am to 8 pm EDT
Previous help desk / technical support (troubleshooting experience)
BS in Computer Science or a technical field or equivalent experience
Ability to work in demanding multi-tasking environments and be accountable for results.
Ability to communicate technical ideas to technical and non-technical stakeholders is critical
Knowledge of Java, Java Development and IDEs

Product Support Engineer Resume Examples & Samples

Automate Weblogic Builds; Use tools such as Jython to automate builds of Weblogic environments and create scripts to query Weblogic for resource checking such as determining if a JDBC Datasource is up
Configure the Weblogic Environment – Use tools like Jython to connect to an existing domain and add/modify/delete resources like queues
Use shell scripts etc. to automate typical manual tasks – bourne shell scripting, perl, JAVA programming skills a plus
Document processes and procedures and facilitate technology transfer with other staff members – Create end-to-end documentation of scripts/utilities explaining prerequisites for the utilities, the design, implementation and maintenance of them
Provide tech support for the application build process – have sufficient background in Java to quickly troubleshoot Java build issues and work with the developers to complete the build
Troubleshoot problems – be familiar with Java out of Memory exceptions and ClassLoader exception, be able to read a Java stack trace and extrapolate the relevant information need to troubleshoot the problem
Environment build, upgrade / migration and new client implementations into all development, implementation and production environments. Total environments approaching 30
Daily operation, execution of complex batch streams & troubleshooting of development / implementation test environments
Experience with Control-M or similar job scheduling applications is a plus
Software Tools and Technologies: Jenkins, Bamboo, Maven, Clover Code Coverage, GIT, Subversion, ANT, Ivy, CA Unicenter ServiceDesk, Quality Center, OSB, SOA, Stash, Rally
Databases: Oracle, MS SQL
Web Servers: Apache, WebLogic
Languages: UNIX Shell and NT scripting, XML, HTML, JavaScript, Java, SQL
Operating Systems: Windows NT/XP, Linux
Basic System Administration: Windows NT/XP, Strong UNIX Skills (Solaris, Linux)
Others: Excel, Power Point, MS Project

Worldwide Product Support Engineer Resume Examples & Samples

Primary focus will be hardware support for all GEOs
Provide customer support using the Salesforce tool, HSD & VIP tools, social forums/communities
Partner with 1st level agents for support readiness; and train the 1st level agents using various modes of delivery
Analyze product issues and/or trends for regular report out
Partner with team members, business unit partners, and others to drive solutions and improvements to products and support
Influence and tact when expressing ideas or opinions; adapt presentations to suit a particular audience; respond to objections successfully

Product Support Engineer Resume Examples & Samples

Manage and troubleshoot complex security and encryption applications based on core Thales/nCipher products. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, security concepts and technologies, encryption techniques, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to products
Assurance of complete customer satisfaction at any assigned accounts by adherence to the following: Technical expertise, Knowledge of customer environment, Professionalism
Support customers via phone/email/support Portal with product configuration, usage and troubleshooting with the utmost professionalism
Document support processes using Atlassian Confluence or equivalent tools
Be able construct Microsoft PowerPoint presentations with annotated notes and multimedia animations of product training material and using eLearning platforms to augment for customer use
Maintain accurate records of all contacts and accounts and related issues that are carried out and to produce accurate up-to-date information with all contacts and correspondence utilizing the corporate support management IT system
Perform all other duties as assigned or required
Any other duties or tasks as assigned
Solid working understanding of core cryptographic technologies and concepts
Familiarity with cryptographic concepts, public key exchange, digital signature and data communications, TCP/IP, required
Solid working knowledge of Linux, Solaris, other Unix variants (e.g. AIX, HP/UX) and MS Windows operating systems
Solid networking experience with a back ground in TCP/IP networks required
At least 5 years technical support experience in a mixed hardware and software environment
2-3 years documenting support procedures
2-3 years editing Wiki pages in Atlassian Confluence or equivalent
1-2 years delivering Microsoft PowerPoint presentations with annotated notes and multimedia animations
Working knowledge of image/audio/video editing techniques
Articulate in both written and verbal communication is a MUST
Comfortable working with the following technologies

Field Service / Product Support Engineer Resume Examples & Samples

Foster and maintain relationships to delight our customers
Training, technical support, travel planning, administration
Timely input and updates to service records, reporting, daily communications, etc
Work closely with Product Support, R&D, Manufacturing, and Field colleagues to continuously improve our customer service and solutions
Manage schedules, spare parts, quoting, billing, and capture of customer feedback and ideas
Bachelor’s Degree in Engineering, Science or a related field preferred
First years’ experience with scientific research instruments, metrology, analytical measurement, medical devices or similar complex hardware and software systems
Previous Field Service experience required
Experience building, installing and /or repairing complex biotechnical and electro-mechanical systems
Very good written and verbal English is required, other local languages a plus
Success with previous Product Support position and proven technical writing/documentation experience preferred
Experience with proprietary software systems, databases, Laboratory Information Management Systems (LIMS), etc., an asset
Strong MS-Office skills are required
Valid clean driver’s license required
Valid current passport and ability to travel unimpaired throughout Europe required
Up to 75% travel required, both domestic and overseas

Product Support Engineer Resume Examples & Samples

Product Development / Introduction of New Products
Training and Daily Support of FSEs, SLS, FAS, Distributors, & Tech Support
Ensure instruments are designed for serviceability, involving FSEs in the process
Documentation needed for WW service organization to support the product
Analytics and trending for improved product reliability
Post-Launch Triage Team Meetings
Daily Support of Service Personnel
Training Deliverables
Documentation distribution database management
Previous Product Support experience and knowledge required, preferably in the biotech industry
Have a basic understanding of qualification/verification activities such as IQ/OQ for the biotech industry as well
Some travel required, both domestic and overseas

Technical Product Support Engineer IV Resume Examples & Samples

Participates in new product introductions and early learning shipments, resolution of critical long-term customer issues with upper management, and identifying special projects for successful implementation and completion. Responsible for product Hardware performance at a specific customer. Provides third level escalation for Hardware & Software (stability) issues
Provides Alpha Site support of Engineering specifically related to installation, operation, calibration, service and /or testing of a new hardware, process or software design in house or on an engineering tool
Initiates and provides review of ECO's to ensure data supports fix and follow up with communication to the field. Also in cases of customer escalations or hardware and software availability requests, engages in technical dialogue with the customer
Organizes and manages on-site training for early learning shipments and new product introductions. Training audience to include both internal and external engineers. Enhances local team product technical knowledge by frequent knowledge transfer from BU to the account

Technical Product Support Engineer Resume Examples & Samples

Provides systems support for engineering systems in applications or reliability labs. Supports engineering owners by working on assigned projects in conjunction with vendors, or suppliers
Provides Beta Site Support; specifically related to installation, operation, calibration, service and/or testing of a new hardware, software or processes
Supports GPS in the generation of documentation such as CENs and BKMs. Creates and reviews documentation covering technical improvements, system upgrades, and support plans. Presents at the engineering level
Demonstrates expanded conceptual knowledge in own discipline and broadens capabilities

Manager, Global Product Support Engineer Resume Examples & Samples

Engages with customers at a working level to solve High Value Problems affecting customer's ability to achieve technology milestones
Manages small GPS team or program providing highly visible customer support through the performance of on-site installation, as well as any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems
Participate in Engineering Design Reviews
Partner with Quality & Reliability (Q&R) group to review and address Top Field Issues
Demonstrates in-depth understanding of concepts, theories and principles in own job family and basic knowledge of other related job families

Global Product Support Engineer Resume Examples & Samples

Develop new procedures and Best Known Methods (BKMs) to service new products. Contribute to the FMECA process
Participate in or own first chamber Build & Test in Apps lab. Solve issues, or work with Engineering to address issues identified. Work with Manufacturing to develop procedures and participate (if required) on New Product final test
Develop and document procedures to install (start-up), retrofit and maintain the product (Technical Product Manuals)
Develop initial training package for new products and work with Global Technical Training (GTT) to develop training class. Train Customer Engineers (CEs), Process Engineers (PSEs) and Technical Product Support (TPS) assigned to customers who will receive ELS Shipments, prior to shipping

Product Support Engineer Resume Examples & Samples

Respond to global technical queries within the defined service levels
Manage customers and customer issues within agreed time scales
Identify needs for new documentation in the form of knowledgebase documents, technical bulletins and application notes
Ensure technical documentation conforms to accepted standards
Investigate and resolve manufacturing support queries
Field failure analysis & identify countermeasures for continuous product quality improvement
Complete lab testing to confirm product operation and set up for optimum performance
Visit customer sites to resolve issues as and when required
Work with the project manager on new products introduction to manufacturing and customers
Provide train the trainer courses for new products
Ensure the CT support website remains up to date. Help to maintain the Web based diagnostics and other related sites/information
Work with the Global Product Support Manager to maintain and improve support levels to delight customers
Log all issues/change requests in the ITD (tracking database)
Minimum of 2 years variable speed drives experience (CT drive experience an advantage)
HNC/HND/Degree in Electronic or Electrical engineering
Electronic circuit basic appreciation relating to Drive systems essential
Excellent communication skills (Written and Spoken English fluency essential)
Motor, feedback device, fieldbus comms, CoDeSys programming, and other associated drive technology experience an advantage
Language skills an advantage
We can offer full development including sponsorship to add to your degree or become a Chartered Engineer
Competitive Salary, bonus and benefits package
Please quote your current/last salary on your CV or Covering letter

Software Product Support Engineer Resume Examples & Samples

Factory automation
Semiconductor process knowledge
System level understanding of PECVD, ALD & Electrofill products
Understanding of software development & deployment process
Knowledge of multiple LAM tools
Expertise in designing test cases & test plan
Ability to automate test cases & test plan using JUnit
Software testing skills
Self-driven, strong troubleshooting skills as well as adhering to project deadlines and business objectives
Visit customer sites to provide technical support and gathering requirements
Must be able to train others
Needs excellent leadership skill
Fundamental skill set on Java, C, Network, Serial Device Control and IO Control system

Senior Product Support Engineer Resume Examples & Samples

Creation of business cases that allow for enhancement/changes to product to deflect incident creation and enhance customer adoption
Deep Success Factors product knowledge
Strong computing skills, oriented towards a particular product or group of products
General IT backend technology experience
Expertise in JAVA, XML, JEE, JavaScript, SQL, PLSQL
Experience in working with cross-cultural teams or individuals
Success Factors Product Certifications
Soft skill Training

Hybris Product Support Engineer Resume Examples & Samples

Provide highly-quality, active Support to our customers and partners, utilizing our Incident Management system and processes
Identify, understand, perform root cause analysis, troubleshoot to resolution on product-specific customer reported issues in timely manner
Collaborate with our R&D, Maintenance/Dev teams for handling complex technical issues and continuous application improvement
Actively contribute to improve our support processes and support without incident initiatives
Open to contribute to internal projects and perform ad-hoc responsibilities as required
Bachelor’s Degree in Computer Science, Information Technology, Software Engineering or similar is required
Master’s Degree in Computer Science, Information Technology, Software Engineering or similar is preferable
Experience with Java development
Hands-on experience with Enterprise Software projects
Experience in Web development technologies including, HTML, CSS and JavaScript (familiar with main stream JS lib like JQuery, Dojo etc)
Experience with Object-Oriented (OO) design and familiarity with Design Patterns
Experience in Business Process Analysis and Data Modeling
Hands on different flavors of operating systems, Linux & Windows Servers
Experience on Full Project Lifecycle, including requirements gathering, development, configuration and operation is advantageous
System integration and system administration experience a plus
Excellent verbal and written English communication skills, with ability to effectively handle a diverse group of customers, partners, and colleagues
Knowledge of second language is a plus
Knowledge of E-commerce solution and business processes preferable
Knowledge of hybris E-commerce is a plus

Gnss Product Support Engineer Resume Examples & Samples

Responsible for timely problem resolution in worldwide support of CTCT machine control and guidance products
Identification and management of emerging quality issues
Customer Beta testing - equipment and site management, installation, training and support
Creation of support documentation for distribution to parent companies
Management of Trimble, Caterpillar and CTCT databases used in tracking product issues
Providing input on support requirements to help shape product requirements early in the development cycle
Minimum two year degree in technology related field or equivalent experience
Minimum 3 years of machine control technical experience
Experience with CAN/J1939, Ethernet, and wireless communications
Excellent analytical, written and verbal communication skills
Travel (including international / approximately 20%)

Product Support Engineer Resume Examples & Samples

Checking and (on demand) carrying out end-measurement operation
Keeping contact with customers, handling problems of sold equipment arising during operation
Compiling equipment manuals and descriptions
Reporting equipment failures, making statistics
Applying quality control system standards
Handling and recording RMA cases
Accepting RMA-s and forwarding them to mechanics
Closing repairs and forwarding items to the RMA warehouse
Reviewing repair invoices and forwarding them to Financial Dept
Handling quotations
Issuing activation codes
Handling expired invoices and notices
Managing replacement equipment on demand – administration in connection with sending, dealing with other issues
Recording support data in database
Handling and registration of RMA documents
Keeping daily contact with production, sales, production support and Financial department
College degree / 2 years’ experience in networking
Using Word edit and Excel
Request data from database
Electronic correspondence

Product Support Engineer Resume Examples & Samples

Knowledgeable of the Ventana Quality System procedures, company concepts and becomes familiar with and follows standard practices
On-market support: addresses Level 2 submissions independently with occasional guidance from senior member of team
On-market support: participates in and sometimes leads design teams to support established service needs within the design change; reviews and approves design content; assists in creation of deliverables (Service Bulletins, spare parts) for design team
Training: creates/revises curriculum for training sessions
Training: delivers training to small groups (focus is on train-the-trainer, internal 2nd level participants) – requires up to 9 weeks per year travel availability
Development: supports service requirements on development projects
Development: creates service documentation for internal/external training prior to Launch Decision

Product Support Engineer Resume Examples & Samples

Product, Offering and Installer Support
Provide expert trouble shooting, consulting, commissioning support, training and advice to GE distributors, field service personnel and customers with particular focus on software, system settings and reporting functions
Provide input to the development of M&S quotations and proposals
Work with engineering and product management to continuously develop revenue generating opportunities through system maintenance and support processes, including customer self-service processes where it makes sense to do so
Support development of new products with technical input and product and software testing
System Configuration Management
Perform custom system programming and setting management to optimise systems around customer requirements
Lead alarm logic workshops with customers to identify optimum settings that are compatible with site operating procedures and minimise false/nuisance alarms
Ensure compliance with the requirements of M&S agreements in place and explore opportunities for revenue generation through software upgrades where applicable
Schedule firmware updates, communicate with clients, produce risk assessments, monitor go live for issues and roll back if necessary
Reporting, Monitoring and Incident Investigation
Work with Product Management and Service Manager for new analysis and reporting of any high potential interactions (HPI’s)
Extract data, review playbacks, analyse operator responses and produce a report detailing the timeline/sequence of events leading up, during and after the HPI
Lead the internal reporting and approval process through the Engineering Safety Team (EST) and the GE legal team prior to external release
Perform remote monitoring and diagnostics on the installed base, proactively looking for issues and notifying Level 1 support teams
Server/Product support
Work with customers’ IT departments to install, setup, and maintain IT infrastructure
Manage server and product/fleet software updates as required
Perform regular Windows Server admin functions, SQL data backup etc
Generate custom reports from system data

Product Support Engineer Resume Examples & Samples

Presents training programs and individual training experiences to ensure that customer representatives are effectively trained in all phases of product installation, maintenance and repair. Assists with the development and enhancement of training materials
Reviews and maintains all current product and training documentation, notes errors and required modifications for use during revisions
Provide complete support for products which include: systems application/selection assistance, certification software, and onsite Installation/Certification assistance
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
Assists or independently makes presentations at conferences to respond to areas of general concern relating to product modifications, enhancements, maintenance, or similar issues
Monitors product performance reports and makes recommendations for modifications to improve reliability and customer confidence
Assist Technical Publications by validating manuals to ensure accuracies
Works with customers and internal engineering personnel to develop product improvement strategies
Attend Aircraft-On-Ground (AOG) technical and product support calls as scheduled. (availability 24/7/365)
Reviews product support and warranty documentation to ensure that general terms and agreements meet with the organization’s standards and policies
Completes regular and periodic reports relating to site visits, customers contacted, business opportunities, expenses and similar factors
Monitors internal engineering changes to determine the impact. Creates field service bulletin or information letter to inform the affected customers, as warranted
Interfaces with all internal departments relating to Aviation operations with goal to satisfy customer needs
Manage programs within product support organization as they relate to divisional deliveries and responsibilities
Provide sales service directly to customers, when situations require the continued involvement of Product Support. Requires a working knowledge of quotations and purchase order processing
Promote L-3 ground support equipment solutions to end users
Obtain Software License Agreements and purchase orders to renew the annual Maintenance Agreements for software products. Coordinate with the Aftermarket Sales team as needed
Bachelor’s Degree in Electronics Technology or Electronics Engineering
2+ Years experience in avionics support with understanding of technology and customer interface in Aviation Industry
Requires thorough knowledge of digital and solid state electronics with specific avionics technology
Good oral/written communication skills with ability to present technical data. Must have solid technical writing ability and skills
Good computer skills. Knowledgeable of Microsoft Office Suites programs
Must be able to travel up to 50%
Must be technical with business acumen
Requires thorough knowledge of MS Excel and other program / task management software

Product Support Engineer Resume Examples & Samples

Knowledge of one or more of the following: IP networking; RESTful API, XML/JSON, system administration, network management
Experience with customer relationship management tools such as Sales Force
Experience working within agile development organizations

Technical Product Support Engineer Resume Examples & Samples

Knowledge of Oracle Access Manager (OAM) and Oracle Adaptive Access Manager (OAAM), Oracle Identity Manager (OIM)
Experience upgrading Oracle 11gr1 to 11gr2
Experience configuring and supporting systems using OAM & OAAM
Proven security background with a focus on maximizing the effectiveness of security access and identity management
Proven experience in large corporate environment
Understanding and expertise in upcoming latest security threats
Java/J2EE development background highly desirable, shell scripting and Oracle SQL
Configuration of OAM and OIM 11gR2
OID configuration and LDAP Sync
OIM configuration for Self Service and Approvals
OAM configuration for SSO and Federation (SAML 2.0)
OHS / WebGate configuration - Active Directory / Oracle Internet Directory - Database Knowledge - Java Development
Experience supporting SSO under OIF, OHS, OAM, OAAM and OUD environment
Experience in using Directory Services
Hands-on experience in OAM, OAAM, OIF, SSO implementing and supporting high -Availability Environment with the above products
Solid Programming, Troubleshooting, and Analytical Skills

HPC Product Support Engineer Resume Examples & Samples

Provide professional high quality customer support on Intel Fabric products
Diagnose and troubleshoot HPC customer technical problems
Manage incoming customer support issues (via emails, portal postings, or phone calls), escalating when necessary based on documented procedures
Support OEMs and/or integrators with new cluster testing and acceptance
Perform related and other duties as required
Manage the overall customer relationship ensuring Intel's brand image for product quality and support
Work with SMG and/or internal partners to set the strategic support direction
Complete technology enabling, NPI and volume ramp support, customer satisfaction feedback, issue escalation support, returns management, issue and excursion management/support and project management
Bachelor's degree in engineering, computer science, or related discipline;OR five years of equivalent experience in training, hardware or software development, validation, or technical support
3+ years of experience in network configuration and troubleshooting
Prior experience in training, hardware or software development, validation, or technical support
2+ years of experience developing or troubleshooting Linux device drivers
3+ years of related HPC experience (administration, support, etc.)
Knowledge of parallel programming (preferably with MPI)
Programming experience with C, C++, and/or Fortran, as well as knowledge of Linux scripting
3+ years of experience with more than one Operating System
InfiniBand experience a plus

Product Support Engineer Quebec City Resume Examples & Samples

Demonstrate the ability to analyze, replicate, drive and resolve complex product related issues
Effectively work cross-functionally with other teams to resolve escalated issues
Demonstrate high level of interpersonal and communication skills
Communicate with both the customer and business owners to achieve the required outcome
Participate in an on-call rotation to ensure after-hours needs are met in a reliable manner
Considered an expert, authority in discipline
Must possess strong knowledge of SQL Server 2008

Product Support Engineer San Antonio Resume Examples & Samples

Bachelor's degree from an accredited college in a related discipline, or equivalent experience / combined education, with 7 years or more of professional experience
Passed the internal ES Certification (preferred)
Active Directory and Virtualization (VMware, Hyper-V) experience a plus
Experience with SQL Server performance tuning, execution plans, and indexing

Product Support Engineer San Diego Resume Examples & Samples

Demonstrate a strong sense of urgency and ability to perform under pressure
Adhere to other duties as assigned by management
3 + years of experience with database design, development, support, and administration
3 + years of experience with SSRS and SSIS
Must be familiar with TFS and Visual Studio Database projects

Product Support Engineer Intern Resume Examples & Samples

Responsible for the impact evaluation and estimation of E&T effort associated with repositioning transition projects. Lead E&T teams and do analysis in support of evaluation of feasibility and estimation of site transition activities affecting Aerospace Engineering & Technology footprint
Coordinate E&T staff executing transition projects
Team with project stakeholders and team members to get results; escalate to Leadership as required
Interface with the Engineering Leadership Team as required before estimates are submitted for approval or Transition Approval Committee review
Assure that appropriate knowledge management is exercised to maximize the transfer of knowledge to new projects and to retain the assumptions and basis of estimate for all transition estimates. Build and manage project knowledge base in alignment with the Engineering Standard Transition Process
Must be pursuing a Bachelors from an accredited university in Engineering, Science, Business or similar disciplines
Due to Government and/or contract restrictions, US citizenship is required
Pursuing a Bachelor of Science degree in Industrial Engineering is a plus
Master’s degree is a plus
Strong English written and verbal communication skills, including presentation skills, with an ability to quickly and positively influence others
In-depth working knowledge of Excel, PowerPoint, Outlook, and SharePoint
Highly motivated, goal, and results oriented

Product Support Engineer Resume Examples & Samples

Offer technical guidance to Technical Support Specialists
3 + years of experience using Microsoft SQL tools and technologies
Must possess strong knowledge of SQL Server 2008/2012
Experience troubleshooting windows server 2008/2012
Familiarity with TFS and Visual Studio Database projects a plus
Active Directory, IIS and Virtualization (VMWare, Hyper-V) experience a plus
Familiarity with HL7 language is a plus

Product Support Engineer Resume Examples & Samples

Providing Technical Support and issue resolution services to Adobe's key Small and Medium Business customers, leveraging appropriate internal and external resources to bring cases to closure
Responsible for following established processes and policies in all customers’ interactions and escalations
Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution rate, and case quality and most importantly customer satisfaction
Deliver First Contact Resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products
Provide a professional & competent standard of chat support for Global customers
Accurately document all customer interactions in a case tracking database. Content to be logged in full written English
Communicate and articulate clearly with the customer
Demonstrate ownership and willingness to resolve issues in a timely manner
Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets
Ability to discern between developer and end user customers and provide support which corresponds to the appropriate level of technical aptitude
Understand the issue’s business impact
Resolve known customer issues through the use of a knowledge base, direct use of product and operating systems, product user guides, and other reference materials
Resolve undocumented customer issues through advanced problem solving
Obtain general understanding of OS and application operations related to product usage
Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions
Should forward any issues/escalations to next level of support or the operational staff for further resolution
Participation in Business Intelligence processes, taking an active role in, incident case notes logging and recording, bug logging etc
Must be a Graduate
1 year + previous Technical experience required with an emphasis on business to business interactions
Bright and enthusiastic with an outgoing personality
Ability to remain calm, have a flexible attitude and to work with minimum supervision
Able to priorities tasks and manage time effectively
Ability to work flexible hours on a rotational basis to provide 24x7 support coverage
A basic understanding of network concepts like http(s), DNS, mail server, web server, etc
A basic knowledge of web debugging and troubleshooting tools like Firebug, Web Developer, etc
In lieu of Support Center experience, experience in web design, knowledge of HTML/CSS/JS and CMS development (WordPress, Joomla, Drupal, etc.) along with a fair understanding of DNS Records and setup, Email, ECommerce and SEO
Knowledge of Web products like Business Catalyst, Muse, Dreamweaver, Flash Pro or Edge would be an added advantage
Some knowledge in a structured programming language e.g. Perl Scripting, C, C++, VB
Basic working knowledge and support of one or more of the following platforms: Windows, MAC OS
Basic understanding of digital imaging, typography and layout, and the differences between print and web
Knowledge of various web browsers, platforms, FTP and web hosting
Experience working in a team environment, managing a diverse workload
Outstanding written & verbal communication skills in English with a neutral accent
Strong fault finding methodologies and practices in software integration in multi platform system
Proven ability to research complex technical issues
Proven experience in a customer facing or support environment

Product Support Engineer Resume Examples & Samples

Strong requirements definition and negotiation / prioritization skills
Ability to create high quality and creative solutions
Ability to multi-task, handling multiple customer integrations simultaneously
Ability to work with and communicate with integration teams around the world
Ability to create clear documentation
Ability to propose process changes to enhance effectiveness
Embedded software engineering
Security concepts (data, user/role management)
Working with cloud based solution-as-service (SAAS) architectures
Android

Regional Product Support Engineer Resume Examples & Samples

Understands how to collect and parse Lam Deposition event logs , Windows event logs and other logs to assist in resolving escalations and common questions
Assist local account teams with CIP activities as it pertains to platform and robotic upgrades
Familiarity with Analog-to-Digital I/O devices IOC, SIOC, EIOC), and how they interact with the Tool Platform SW Package
Willingness to be open to constant communication with the field through either meetings, instant messenger, text, email, etc
Ability to work directly with customers to meet their needs and expectations
Ability to provide quality remote and on-site escalation support and escalation management
Ability to troubleshoot technical problems and coordinates multiple technical tasks
Ability to formulate root cause Hypothesis and analysis to identify true root causes and action plans. Provides detail problem statements with appropriate data analysis and success criteria
Ability to read and work from electrical and mechanical schematics, diagrams and interpret operation manuals
Ability to work independently or as part of a team and follow through on assignments with minimal supervision
Ability to work in constrictive clean room attire, wearing appropriate personal protective safety equipment as required, and sit or stand for prolonged periods of time
Ability to work flexible shifts including nights, weekends, and holidays. Ability to work on-call during off-shift hours including weekends
Excellent interpersonal skills with the ability to motivate and manage by influence and drive results with all levels of the NA field service organizations
Ability to run an effective meeting with focus on identifying problems and driving results
Excellent communication and customer relations skills
Intermediate skills in Microsoft suite (excel, word, power-point)
Strong Presentation Skills - demonstrates presentation skills, influence and effectiveness on complex content, in front of peers. Agility to respond to questions and respond well under pressure

Technical / Product Support Engineer Resume Examples & Samples

Respond to customer inquiries with product and technical issues from a global customer base
Escalate critical support issues from customers to the appropriate internal channel
Help report bugs to our QA team and work with the QA & Engineering teams to resolve customer issues as soon as possible
Assist in communicating to customers about issues impacting their service
Verify that the issues have been resolved prior to communicating to the customer
Execute internal processes to streamline and scale Support work
Curate a portion of our support communities to pro-actively support the customer value experience
Review incidents to determine steps to anticipate, prevent, or mitigate the customer's challenge
Be fulfilled by solving problems for others (community & product) and enjoy providing excellent customer service
Play a key role in growing and improving our culture/framework of great customer service
Bachelor's degree in Computer Science, Software Engineering, MIS or equivalent work experience
3-5 years’ experience in a customer facing role, ideally in support of high tech products with a track record of customer satisfaction
Previous development/programming experience (Java ,C#, JavaScript, HTML, XML, AJAX, RESTful web services)
Knowledge of Salesforce API, Force application strongly desired
A good understanding of enterprise application integration, including SOA, ESB, EAI, ETL environments and an understanding of integration considerations such as process orchestration, customer data integration and master data management
Candidates with a background in software/product support from either Web based or SAAS solution environment
Skills in using diagnostic tools along with a methodical, pragmatic approach to resolving technical issues
Clear sense of integrity, work ethic and a sincere passion in helping customers solve technical issues
Exceptional written and verbal communication with excellent phone mannerism in the English language
Strong organizational skills with the ability to juggle multiple tasks and responsibilities
Able to work on own initiative and not just prescriptive guidelines
First shift, but flexible and willing to cover nonstandard business hours and holidays as needed
Technical background, particularly with online software (SaaS) products with prior experience in customer care, product support or user testing/QA
Industry knowledge of financial services, government, healthcare, education, and/or real estate
Use of ticketing systems, community management systems, and blogging tools
Bonus if fluent in an non-English language

Product Support Engineer Resume Examples & Samples

Provide quick and accurate responses to customer inquiries
Able to lead a customer through troubleshooting sessions via email, voice or GTM
Create/modify/review content within the Knowledge Base
Accountable for representing customer expectations and communicating to proper internal resources
Ensures that SLA's are met as appropriate by product
Serve as initial escalation point for customers and partners
Understand when and what to escalate internally
Able to manage multiple workstreams in a fast-paced environment
Work with all product team members to enhance products
Contribute ideas and suggestions for support process improvements and opportunities for automation
Be a customer advocate in product feature requests and roadmap discussions
2-3+ years successful experience in a Product Support role
Solid understanding of customer service business processes
Detail oriented, quality driven and possess excellent communication and customer service skills
Proven experience of strong Customer Satisfaction ratings
Certification preferred in area of focus such as Salesforce or WalkMe
For US only, Not eligible for Visa Sponsorship

Product Support Engineer Resume Examples & Samples

Ensure the quality, usability and supportability of liquid chromatography instruments, parts and accessories through the entire lifecycle, from product development until the end of support
Collaborate with Remote Support Specialists and Field Service Engineers to resolve complex technical problems in order to ensure customer satisfaction
Develop and deliver technical training for the Agilent Service Organization and Support Channel Partners
Continuously collect feedback about the liquid chromatography systems, parts and instrument consumables in order to drive enhancements
Create service and user documentation for assigned liquid chromatography products
Bachelor’s Degree or Diploma in a relevant engineering or scientific discipline, such as Chemical Engineering, Analytical Chemistry, Biochemistry, Physics
Preferably an advanced degree in an engineering or scientific discipline
A minimum of 4 years of experience in development, operation or support of chromatography instruments
In-depth understanding and troubleshooting experience of complex analytical systems
Preferably experience in support of Agilent HPLC modules and systems
Solid English communication skills and preferably German language skills
The ability to explain complex technical matters to a non-expert audience
Teamwork across various business functions and cultures

BIU Product Support Engineer Resume Examples & Samples

Broad technical knowledge of products and clinical applications for healthcare informatics products
Proficiency with technologies such as: Information Systems Networks, Microsoft technologies including SQL Server, XP, Windows Server 20xx, Visual Studio, Active Directory, Relational Databases, VMWare, SANS technology, Citrix and tools for troubleshooting a variety of HW, SW and networking problems
Excellent troubleshooting skills and ability to write troubleshooting or configuration modifying scripts
Self Starter and ability and desire to continuously learn
In Hospital experience with Clinical IT products – technical or clinical
Ability to troubleshoot networking problems; (Network+ certification or equivalent)
Familiarity with .Net

Product Support Engineer Power Distribution Resume Examples & Samples

Reliability trend analysis and corrective action planning
FRACAS for fielded products and driving Lessons Learned into the business
Lead all Product Support related activities on New Product Introductions
Responsible for driving the overall planning, management and completion of all customer technical queries assigned
Lead for customer technical issues and Investigation of field failures
Creation of product briefings/Service Information Letters
Technical presentations at fleet technical review meetings
Act as the lead on all technical issues and overseeing Field Service Engineers activities as appropriate
Provide liaison and support on technical issues to the various GE departments and sites in the UK and overseas
Support the activities of the Safety Product Management Team
Maintain and develop a detailed knowledge of current and future products
Maintain a relationship with customer facing teams, product leads and the Product and Engineering Centres Of Excellence
Ensure traceability of customer queries using a tracking database to ensure customer actions are assigned clear ownership to ensure their timely conclusion
Support the customer in the field, in the UK and overseas, through modification programmes and dedicated technical support visits
Monitor the in-service performance of GE equipment, to identify problem areas and make recommendations and take actions to affect a solution
Maintenance and approval of fielded technical documents
Qualified to degree level in Electrical/Electronic Engineering, or equivalent engineering experience
Have a proven track record of supporting electrical products, electronic design
Possess an in depth understanding of aircraft systems or supporting Electrical/Electronic products for a similar safety critical industry
Demonstrated ability to excel in all customer service areas
Change agent with strong credibility and influence in the organization
Demonstrated ability to influence outside of peer group

Product Support Engineer Intern Resume Examples & Samples

Basic understanding of PC Intel Architecture: motherboard components, processor features, etc
Familiarity with operating systems (Windows, Linux, Android)
Practical experience in assembling and disassembling PC and OS installation and configuration
Basic understanding of wired and wireless network technologies
Practical skills of setting up and troubleshooting a network configuration would be a plus
Well-developed logic and problem solving skills
Strong presentation skills (this role will require providing trainings in training events to customers and contact center vendors)
Discipline, diligence and persistence required to follow-up on actions
Excellent verbal and written English; knowledge of other European language would be a plus
Keen personal interest in computing and IT-related technologies would be an added advantage
Ability to quickly learn about new products and technologies
Capable of working unsupervised by prioritizing work and focusing on meeting agreed objectives in required timeframe
Programming skills: Bash, C
Microsoft Windows*/Linux Operating System administration familiarity beyond that of a general user
Existing experience in system/network administration and hardware assembling would be an added advantage

Product Support Engineer Resume Examples & Samples

The engineer will function as the subject matter expert and will interact directly with the customer response team(s)
Analyze logs and events from the cloud service and provide proactive recommendation for ensuring smooth service operation
Providing workarounds, fixes and solutions to customer escalations
Work closely with Engineering to analyze,
Communicate effectively in crisis situations with all levels of an organization from Engineering/DevOps/CIO/CISO audiences
Provide solutions in complex customer environments and execute/document said solutions by self or as a team leader
Bachelor’s degree in Computer Science, Management Information systems, or related discipline
3+ years of technical experience in deployment, configuration, operation and troubleshooting of solutions using ADCs (application delivery controller) or SSL/VPN based access solutions or Server Load Balancers
3+ years of prior customer-facing experience
3 years work with HTTP
Skillful with troubleshooting using HTTP developer tools for analyzing web access and performance issues, working knowledge of network packet capture analysis tools
Working knowledge of HTML and JavaScript
Extensive experience in: Configuring web servers (NGINX/Apache/IIS) and the infrastructure necessary to support enterprise web applications (load balancers, Application Delivery Controllers, SSL-VPN solutions, SQL and databases etc.)
Familiarity with Cloud computing services AWS/OpenStack/Microsoft Azure/etc
Experience supporting LDAP, Active Directory, SSO, SAML

Regional Product Support Engineer Resume Examples & Samples

May travel based on assignment from 30-70%
Engineers handle component parts and sub-assemblies that weigh up to 100 pounds. Any assembly weighing in excess of 35 pounds requires a shared lift or use of a lift aid/device
Sitting – Most commonly is between 20-25% of the work hours; however, given the unpredictable nature of work assigned, the amount of time spent sitting can span from 0-75% of a workday
Standing/Walking – In general, is approximately 75-80% of the overall work hours, and predominantly on a raised metal floor, and to a lesser degree concrete. There will be days when the standing can be as little as 25%, up to 100% of the work hours
Climbing – References use of a rolling ladder with a platform and arm rails. Ladder usage may occur 5% of the overall time, and on the days it occurs, it may be used a cumulative total of 1 hour. The frequency associated with ascending and descending the ladder varies based on the functions performed
Lying on the ground – This may occur 10-15% of the overall workdays. When it occurs, it can involve 10-20% of the work hours
Bending/Twisting at the Waist - Some positions are awkward and can be sustained for various intervals based on the work performed

Global Product Support Engineer IV Resume Examples & Samples

Ensure legacy corrective actions and Lessons Learned are captured in New Products design intent. Contribute to the FMECA process
Participate in or own CAPA process. Conduct or facilitate Failure Analysis (FA) if needed
Align with Global Technical Training (GTT) on overall training plans for new products, train the trainers

Director, Technical Product Support Engineer Resume Examples & Samples

Responsible for directing completion of technical support assignments, projects and programs. Ensures correct assignment of engineers to customer and product. Reviews and monitors action plans to close issues to ensure customer satisfaction. For all products globally for a large division
Generates multi-product, global report to highlight customer top issues and action plans to close. Influences Engineering to properly prioritize and close customer related design issues to reduce Installation & Warranty cost
Resources and supervises multi-function taskforce to address device, performance or yield related issues. This work includes both process, hardware and software redesign efforts
Assists Sales & Marketing in responding to Customer specials, RFQs and technical presentations as needed. Ensures that customers are appraised of technical improvements available for the installed base
Participates in definition of objectives for assigned area; manages program definition, strategies for completion, acquisition of resources and project implantation. Conducts strategic planning for alpha and beta site systems
Directs managers, supervisors and teams of employees
Responsible for ensuring all managers, supervisors and team members are up to date with required training including safety training, and Technical Development of engineers, supervisors and managers. This will include all performance related activities to facilitate appropriate career growth
Negotiates and influences the opinions of others at the senior executive level and in external organizations; exercises sensitivity to the audience

Senior Product Support Engineer Resume Examples & Samples

Claim and manage highly technical (API related, Developer centric) escalations through the Siebel CRM. Utilize CS documentation, usage of test accounts, and knowledge of the Authorze.Net systems to resolve multiple and concurrent issues in a timely manner
Thorough understanding of the technical products and services Authorize.Net provides including value-adds, APIs, and resolve related integration issues involving bugs or a change in system behavior
Assist with creation of training documents and technical documentation and deliver training to the Merchant Support team and Product Development staff
Communicate clearly and effectively both written and verbally to customers, specifically developers, and co-workers. This includes documentation of processes and procedures, and client-facing materials
Represent CS and external developers in various Product Development meetings, that deal specifically with integration methods and API creation, defining product requirements, and troubleshooting system issues
Partner with CS Leadership, Marketing and other groups to ensure reports, product launches and other communications are distributed in a timely matter
Provide notifications and offer technical troubleshooting to clients impacted by system issues
Refine internal and external communication processes and procedures around Technical documentation, as needed
Troubleshoot bugs by reproduction, user testing, and log analysis
Responsible to be a subject matter expert in the following areas including but not limited to
A track record of a strong customer focus. 5+ years of experience in a Technical Support role with at least 2 years in-depth technical experience such as Tier 3 technical support, software development, or back-end web development required
Experience working with such technologies as Windows, Unix, Linux OS; debugging in Java, C/C++, .NET, Visual Basic languages; querying in SQL; capable of troubleshooting integrations written in JavaScript, XML, SOAP, and JSON API formats, and a thorough understanding of Internet technologies such as HTML, HTTP, SMTP, DNS, and TCP/IP protocol
Card-not-present and risk mitigation methodology experiences are strongly preferred

Product Support Engineer Resume Examples & Samples

Check and approve operational quality of system equipment
Instruct customers in the operation and maintenance of the system
Serve as company liaison with customer on administrative and technical matters for assigned projects
Interpret customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers
Perform, as an experienced specialized worker, assignments that require broad consultation of specialists to get a clear view on WHAT has to be delivered and complex analysis of the available data in order to decide HOW to best carry out the assignment
Find solutions by involving data from multiple resources using Root Cause Analysis
Take initiative and identify problems in actual way of working, formulate alternatives and recommendations; develop and introduce new supporting sub-processes and improves existing processes
Initiate and run small improvement projects
Comfortable working with an International Tech support Manager located in Europe
Act as an informal resource or (functional) supervisor for less experienced colleagues
International support experience
Experience dealing with suppliers/distributors outside of the United States
Ability to escalate technical support, answer questions/ability to correct repairs and process paperwork in a timely manner
Act as good will ambassador
Experience working closely with QA&R in responding to questions about submitted documentation and resolving outstanding questions about past service activity
Management of service quotations for parts and repairs of equipment as needed
Participation in quality and technical activity and keep the service organization up to date on product changes and new product releases. Fluent in English, conversant in Spanish and some Portuguese is preferred
Direct subordinates to complete assignments using established guidelines, procedures and policies
Previous Class 2 and 4 Medical Device experience is preferred

Product Support Engineer Resume Examples & Samples

Participate in team failure investigations and developing solutions to routine technical problems related to product reliability that require the regular use of ingenuity and creativity
Active management of the FRACA system (Failure data collection/analysis, failure analysis, root cause & corrective action determination, facilitation of corrective action implementation, failure investigation reporting)
Review Board (FRB) leadership and content
Generation of metrics and reports
Generation of technical report documents
Performing internal and external supplier interface to resolve reliability issues
Participate in trade study investigations
Performing reliability analyses (de-rating/stress analysis, failure modes and effects analysis, reliability predictions) as applicable
Providing technical and cost inputs for response to proposals
Minimum 2 years reliability or related engineering experience
Experience in gathering, analyzing and presenting data from a variety of sources
Experience in a cross functional team environment
Experience in document and report generation
Experience in interpreting circuits and engineering drawings
Proficiency in the Microsoft Office software suit
Working and communicating across all organizational levels
Proactive and effective in addressing reliability issues with the program design and production support teams
Understanding of technical theories and concepts in the reliability field
Familiar with reliability FRACA databases
Working knowledge across multiple support engineering disciplines
Excellent technical writing, oral communication, and inter-personal skills to achieve technical objectives
Possess strong people and change agent skills

Product Support Engineer Resume Examples & Samples

Will be responsible to pick the cases from support queue and do Triage
Will be working with India and Global customers where Kronos is deployed
Will adhere to SLA’s
Periodically update the customer on the status of cases owned
Timely resolve the issues reported by the customer which are related to Kronos Workforce Timekeeper / Workforce Integration Manager / Workforce Accruals / Workforce Attendance / Workforce Device Manager/ custom reports / Process Template / GTOR modules
Submit detailed root cause analysis to the customer for each case closure
Resolve the performance issues reported by the customer by optimising the stored procedure / query used in the custom reports / Workforce Integration Manager
Troubleshoot hardware issues of Kronos 4500 Terminal / Kronos InTouch Terminals
Create knowledge base articles as on a required basis
Should be a B.E / B.Tech graduate
5 to 8 years’ years of IT experience in customer support preferable in product support
Minimum 4 years of Kronos experience
Strong on SQL database query / Oracle query experience is required
Experience on building/troubleshooting Kronos Interface (Workforce Integration manager / Connect)
Experience on building/troubleshooting custom reports
Troubleshooting on performance issues and fine tuning queries will be added advantage
Prior experience supporting an enterprise level application based on Java utilizing Web Services is an advantage
Ability to multi-task and adjust to changing priorities
Excellent spoken & written English skills
Support experience in java will be added advantage
Microsoft/Oracle certification is a plus

Product Support Engineer Resume Examples & Samples

3-5 years’ years of IT experience in customer support preferable in product support
Minimum 2 years of Kronos experience
Support experience in Java will be added advantage

Regional Product Support Engineer Resume Examples & Samples

Responding to and supporting all assigned escalation tickets
Collaborating with the Local Field Team in Action Plan development
Providing access to trouble shooting tools, materials, and other support documentation resources to use throughout the escalation process
Interfacing with Factory resources and organizations in support of the Local Field Team
Adhering to a structured technical problem solving process
Ensuring the problem is properly supported, corrective actions assigned get completed, and the ticket is closed
Analyze escalation performance to identify and action required improvements and improvement opportunities
Review and vouch for the accuracy and completeness of Field-reported quality problems
Prepare supporting information and propose Type-3 escalation conversions when the released hardware/process/procedures cannot resolve the escalated problem
Focus on Training region’s FSE
Provide training, training recommendations and training arrangements for FSEs

Technical Product Support Engineer, Senior Resume Examples & Samples

Responsible for all technical support related aspects at a specific customer: escalations, fleet performance, system installations, improvement programs and upgrades
Acts as intermediary and field escalation focal point between customer and Division by providing technical support and documentation to field engineers, technicians and product support personnel who are diagnosing, troubleshooting, repairing and debugging equipment
Provides Beta Site Support; specifically related to installation, operation, calibration, service and/or testing of a new hardware, software or processes on a customer tool
Explains difficult or sensitive information; works to build consensus

Product Support Engineer Resume Examples & Samples

Linux administration, preferably RedHat
MySQL or equivalent
Basic TCP/IP troubleshooting
Linux system performance troubleshooting
Basic knowledge of Java VM (install and config)
DNS Concepts and Practice
Familiarity with SSL
Familiarity with working in a production operational support environment
Problem and incident diagnosis and resolution
Excellent team-player & communications, able to work internally and with clients
Familiarity with general office hardware & software
Demonstrated knowledge of application support in a Linux /JAVA environment
Demonstrated knowledge of customer service principles and techniques
High degree of Analytical Thinking

Senior Product Support Engineer Resume Examples & Samples

Committed to service excellence and added value through exceeding client expectations and anticipating client needs. Works in close partnership with clients to achieve their aims and develop a mutually beneficial working relationship
Contributes effectively to achievement of organisational vision through teamwork. Adapts communication style to situations and audiences
Maintains and promotes open communication channels and sharing information to achieve a common objective. Challenges organisational culture and processes that are barriers to working collaboratively
Demonstrates emotional intelligence; understands team dynamics; builds constructive and effective relationships. Effectively resolves conflict between individuals and / or teams
Makes a positive impact by executing on commitments to consistently deliver exemplary results. Build support, commitment and respect from others by demonstrating professionalism, integrity and expertise. Considered a valuable source of expertise and knowledge
Achieves results by driving self and others to achieve results and surpass goals using sound processes that reflect governance discipline and efficiencies. Consistently strives to achieve and improve upon quality standards expected by colleagues and clients. Works across boundaries and in partnership with others to achieve goals
Takes full ownership of a task, not deterred by internal issues. Retains composure under pressure; uses an appropriate balance of logic and emotion to resolve issues
Develops self and others to ensure all are equipped with appropriate skills. Creates an environment of continuous improvement and an environment in which others can excel
Champions innovative projects and demonstrates commitment to business excellence by consistently executing against deliverables
Demonstrates consistent levels of resilience and a willingness to adapt to changing organisational needs while role modelling company values
Actively transfers learning and insights to others, regardless of whether the role has people management responsibilities
Explains complex issues in simple terms; aims to create understanding regardless of seniority or audience
Consistently demonstrates the ability to think laterally and consider organisational strategy
Able to pioneer new ideas, adapt processes and create new solutions with broader stakeholder support
Experience working with such technologies as Windows, Unix, Linux, Java, C/C++, SQL, ASP,Visual Basic, VBScript, DBMS and/or XML
Prior experience with online payment, risk management, or point-of-sale transaction technologies
Experience of working across complex matrix organizations

Global Product Support Engineer, Senior Resume Examples & Samples

Partner with Quality & Reliability (Q&R) group to review and address Top Field Issues. Participate in or own CAPA process. Conduct or facilitate Failure Analysis (FA) if needed
Develop new procedures, Customer Engineering Notices (CENs), Internal Service Bulletins (ISBs) and troubleshooting guides as required
Collect process and qualification data to create product Best Known Methods (BKMs)
Explains difficult or sensitive information; works to build consensus

Trus Joist® Product Support Engineer Resume Examples & Samples

Technical product support for internal associates and external customers
Provide design and oversight of job site repairs or modifications
Ensure that Product Application Assurance issues and risks to the Company have been identified and properly addressed
Coordinate, develop, and manage technical resources used to specify Trus Joist products
Understand established design methodologies and specifications for Trus Joist products
Perform product and software testing; and, provide competitive product assessments
Resolve, report and track product quality issues
Actively participate in industry and professional societies
Be a role model for safety in all areas of influence
BS Civil Engineering degree
Engineer-in-Training (FE) certification
Excellent written and verbal communication
Structured and dynamic presentation skills
Highly motivated team player with the ability to positively work with others
Strong self-starter with excellent time management and organization skills
Well versed in Microsoft Office software applications
AutoCAD proficiency
Licensed Professional Engineer with the ability to garner reciprocity in other states
Engineering experience in an engineering office designing wood framed structures or knowledgeable in wood design in residential and commercial applications

Product Support Engineer Resume Examples & Samples

Conduct problem triage, trouble shooting and problem analysis on complex incidents that are escalated to GSC. Gather data and prepare templates as required for data analysis. Assist senior analyst in completing analysis
Knowledge Management and related activities. Validate Knowledge content for accuracy, relevancy, and currency. Create and maintain Technical Alerts and other related technical artifacts. Create Defect tracking tickets. Lead and/or participate on teams focused on creating technical bulletins, procedures and support processes (Change Templates, FRO bulletins, Service bulletins, Support tools
Interface into other organizations (internal and external). Ability to maneuver cross-organizationally and demonstrate a high-level of professionalism. Ability to deliver succinct and concise presentations

Product Support Engineer Resume Examples & Samples

1) Conduct problem triage, trouble shooting and problem analysis on complex incidents that are escalated to GSC. Gather data and prepare templates as required for data analysis. Assist senior analyst in completing analysis
2) Knowledge Management and related activities. Validate Knowledge content for accuracy, relevancy, and currency. Create and maintain knowledge and other related technical artifacts. Create KCS articles. Create Defect tracking tickets. Lead and/or participate on teams focused on creating technical bulletins, procedures and support processes (Change Templates, FRO bulletins, Service bulletins, Support tools)
3) Interface into other organizations (internal and external). Ability to maneuver cross-organizationally and demonstrate a high-level of professionalism. Ability to deliver succinct and concise presentations

Product Support Engineer Resume Examples & Samples

1) Conduct problem triage, trouble shooting and problem analysis on complex incidents that are escalated to GSO. Gather data and prepare templates as required for data analysis. Assist senior analyst in completing analysis
2) Knowledge Management and related activities. Validate Knowledge content for accuracy, relevancy, and currency. Create and maintain Technical Alerts and other related technical artifacts. Create Defect tracking tickets. Lead and/or participate on teams focused on creating technical bulletins, procedures and support processes (Change Templates, FRO bulletins, Service bulletins, Support tools. Development and enhancement of problem scenario reporting rules and associated knowledge
4) Mentoring and development of resources as needed

Manager, Technical Product Support Engineer Resume Examples & Samples

Responsible for managing completion of technical support assignments, projects and programs arising from customer issues with Applied products. Ensures correct assignment of engineers to customer and product. Reviews and monitors action plans to close issues to ensure customer satisfaction. For all products globally for a small division, or for in one region for large division
Generates multiple-product, region-wide or global report to highlight customer top issues and action plans to close. Influences Engineering to properly prioritize and close customer related design issues and reduce Installation & Warranty costs
Drives multi-function taskforce to address device, performance or yield related issues. This work includes both process, hardware and software redesign efforts. Program manages all aspects from concept through customer acceptance and formal release
Manages team of employees. May manage managers and supervisors
Responsible for ensuring all team members are up to date with required training including safety training, and Technical Development of engineers, supervisors and managers. This will include all performance related activities to facilitate appropriate career growth
Demonstrates comprehensive understanding of concepts and principles within own job family and knowledge of other related job families

Technical Product Support Engineer Resume Examples & Samples

Provides technical support for engineering systems in applications or reliability labs
Monitors system performance including Uptime, MTBF, MTBI, Availability and system parameters
Exchanges straightforward information, asks questions and checks for understanding

HCM Product Support Engineer Resume Examples & Samples

Increase efficiencies by enhancing process, documentation, and product recommendations to improve the customer experience and incident resolution
Utilize Design thinking methodologies to develop prototypes to enhance the overall customer experience based on feedback from customers/incidents being logged
Partner with Success Factors Engineering/Product Management to build/update road map of support tools that will reduce dependencies from Product Support to troubleshoot/debug incidents
Develop quarterly Need to Know or Best Practice sessions on the lessons learned and actions taken from the previous quarter for Product Support, Engineering, and Customer consumption
Implementation of Success Factors solutions
Understanding of client specific business processes
Work experience
Experience in working with cross-functional teams
Experience in managing an external business relationship in a technical environment
Basis Application Training
Expert Application Training
Technology Training

Product Support Engineer Resume Examples & Samples

Good command of both English and Chinese is a must
Good problem analysis and solution capability
Good communication skills with internal and external stakeholders (R&D, Marketing/Field service, etc.), team spirit

SG Product Support Engineer Resume Examples & Samples

Tertiary or trade qualifications in a related discipline (Electrical, Electronics, Telecommunication, Computer Science or Information Technology)
Cisco Certified Network Associate (CCNA)
Comp TIA Linux+ or Red Hat Certified System Administration (RHCSA)
4-10 years experience in an engineering or technical support role
Excellent verbal and written communication skills including, but not limited to, the ability to relate technical terminology to Customers, listen effectively, and solicit input from others
Excellent organizational skills including, but not limited to, the ability to handle multiple demands and assignments, and the ability to prioitize tasks effectively and efficently
Must be capable of troubleshooting and resolving complex system problems and have the ability to quickly learn new products
Ensure awareness of OH&S practices and be pro-active with them

Product Support Engineer Resume Examples & Samples

1) Product / problem analysis to get to root cause of defect in Teradata database software
2) Code software fix, perform tests and merge in to code base for software defect reported in DR (Discrepancy Report)
BS in Computer Science or other technical discipline with 8 years of related experience
Or, Master’s in Computer Science with 5 years of related experience
Deep understanding of Teradata product knowledge
Experience in Teradata database best practices
Experience with or knowledge of software structured as a collection of processes using message system primitives
Good language skills and writing ability
Ability to understand and work with complex software and parallel processing
Cultural awareness
Working experience of SUSE LINUX operating systems
Considerable experience programming with C and C++ programming language
Considerable experience programming with Java programming language
Considerable experience programming with Python programming language
Considerable experience of system software programming
Experience analyzing data
Closed Loop/Corrective Action experience
Experience with application programming
Association with a development environment

Cardiovascular Product Support Engineer Resume Examples & Samples

Complete all expense reports and required reports accurately and on time
Expense reports are to be completed weekly, submitted no later than 2 weeks after the reporting period
Complete all required safety and policy training on/or before due dates
Utilize cost effective and practical methods for travel and hotel expense at all times
Obtain Director approval for any travel requests
Ensure availability on Microsoft Lync when working on your laptop during business hours
Attend all team meetings and monthly 1:1 performance reviews onsite at the CCSC as Atlanta based employee
Position is based in our Alpharetta, GA Customer Care Solutions Center office
2 year/ Associates Degree Required; 4 year technical degree preferred
5 years servicing applicable modality equipment required, 10 years preferred
Demonstrated skills and experience with troubleshooting and resolving image quality issues
Experience with reviewing and understanding the clinical image quality needs for your applicable modality
Proficient at resolving problems remotely
Ability to work cohesively and effectively with Sales & Sales Specialists, Clinical Applications, Research & Development and Senior Management employees at all levels / departments of the organizations
Disciplined and timely use of customer escalation tools and processes
Be available 24 x 7 via phone or pager as per schedule
Travel will be determined according to business requirements
Self-starter, self-motivated

Product Support Engineer Resume Examples & Samples

Participate in failure investigations and developing solutions to routine technical problems related to product reliability that require the regular use of ingenuity and creativity
Minimum 4 years reliability or related engineering experience
Proactive and effective in addressing reliability issues with the program engineering support teams
Experience in customer issue resolution

Product Support Engineer Resume Examples & Samples

Mechanical calculations associated with product design changes
Providing technical support to the aftermarket department
Researching previous A-S-H contract installations
Providing recommendations for the proper application of A-S-H products
Providing design and/or drawing support as needed
Bachelor’s Degree in related field
Experience with AutoCAD and 3D modeling software preferred
Ability to work efficiently within a team environment in support of company objectives
Skilled at interpreting engineering drawings and technical data related to products and systems
Occasional travel to participate in customer site visits to trouble-shoot problems and develop solutions

Product Support Engineer Resume Examples & Samples

Respond to customer requests for technical support via phone and email. (Inbound calls and emails are logged, and responses are provided based on queue priority.)
Support the ADTRAN Sales team both domestically and internationally on issues as needed
Test field issue fixes made by engineering
Test customer network set-up and applications in labs when applicable
Provide design and configuration input to other ADTRAN departments when needed
Stay up to date with latest features and new products released by ADTRAN
Report field issues to Engineering on behalf of the customer
Interact with other groups within ADTRAN to insure customer issues are resolved in a timely manner
Provide after hours and on call support when necessary
Provide on-site support at customers' locations to assist with trouble resolution when necessary
Maintain a professional and positive image of the ADTRAN brand
Prompt and regular attendance is required in order to ensure quality workflow
Other projects and tasks may be assigned to accommodate the changing needs of the department and the Company

Product Support Engineer Resume Examples & Samples

Project implementation for both OSP & ISP
Maintain project control from Site Prep, to equipment installation, to power turn up, through test and turn-up
Inspect and sign off on each phase of construction with notice to contractor work is approved and can be billed for
Review and approve as built redlines submitted by Contractor of work completed
Manage and provide interface with contractors as to scheduling of work to be completed
Remove roadblocks within your control and expedite others, such as permits, Ac Power, engineering issues
Coordinate with customer on customer dependencies and date dependency will be cleared, such as fiber builds or network augments as well as when fiber laterals and fiber splicing can be completed at each site by customer
Keep customer informed
Provide status to PMO on a daily basis as to work completed
Provide forecast by month and by week within month of forecasted work to be completed
Provide explanation to PMO if forecast is not met and mitigation plan to catch back up with forecast

Product Support Engineer Resume Examples & Samples

Bachelor’s degree or equivalent in Bio-Medical/Chemistry/Medical Technology/Engineering, or another appropriate scientific discipline. Licensed Medical Technologist preferred
5+ years service or technical support experience in related field, or equivalent combination of education and experience
Experience resolving complex situations that require in-depth evaluations and assessments
Troubleshooting experience in hardware, software, firmware, methods and assays for clinical diagnostics
Original thinking is often important in establishing temporary fixes when field resources are not readily available
Understanding of Good Manufacturing Practices, Good Laboratory Practices
Experience in the development of new products, assays, firmware, and/or software in FDA or similar regulated environment
Strong written and verbal communication skills including technical writing and training
Ability to travel domestically and internationally (up to 15%)

CDG QSD Imformatics Product Support Engineer Resume Examples & Samples

10% Calling on current key QSD software customer on a regular basis to provide adequate technical support for their proper use of products
10% Conducting presentation, demonstration and seminar upon the request of sales/marketing and distributor
10% Focusing on providing onsite/remote technical support for QSD software products to customers
5% Regularly visiting and communicating with KOLs on QC software related topics
5% Regular distributing of QSD software product information and relevant notice of Company (Keeping You Informed)
Expert understanding of QSD software products and its applications at customer’s site
Participating in training course for customer satisfaction and product knowledge
Self studying for all cases of QSD software related customer complaint and troubleshooting
Regularly providing QSD software related information/knowledge to KOLs
Collecting, analyzing, and feeding QSD software related technical information/questions back to QSD informatics marketing people

SAP HCM Senior Product Support Engineer Resume Examples & Samples

Increase efficiencies by enhancing process, documentation, and product recommendations to improve the customer experience and incident resolution
Creation of business cases that allow for enhancement/changes to product to deflect incident creation and enhance customer adoption
Utilize Design thinking methodologies to develop prototypes to enhance the overall customer experience based on feedback from customers/incidents being logged
Partner with Success Factors Engineering/Product Management to build/update road map of support tools that will reduce dependencies from Product Support to troubleshoot/debug incidents
Develop quarterly Need to Know or Best Practice sessions on the lessons learned and actions taken from the previous quarter for Product Support, Engineering, and Customer consumption
Deep Success Factors product knowledge
Implementation of Success Factors solutions
Strong computing skills, oriented towards a particular product or group of products
Understanding of client specific business processes
Expertise in JAVA, XML, JEE, JavaScript, SQL, PLSQL
Work experience
Experience in working with cross-functional teams
Experience in managing an external business relationship in a technical environment
Success Factors Product Certifications
Soft skill Training
Basis Application Training
Expert Application Training
Technology Training

Manager, Technical Product Support Engineer Resume Examples & Samples

Provides technical support to local CE support teams directly and through supervision of individual contributors, both on-site and remotely. Support tasks can range from helping to supply spare parts, searching for BKMs etc. to support for system level troubleshooting
Generates and presents, as required, system performance data. This data to include performance metrics such as MTBF, MTBI and Availability. Reporting will also include process data and I/W spending analysis if required
Supports GPS in the generation of documentation such as CENs and BKMs
Drives part FA if assigned ownership
Demonstrates understanding and application of procedures and concepts within own job family and basic knowledge of other related job families
Uses tact and diplomacy to exchange information and handle sensitive issues
May be required to interact with outside customers, vendors or suppliers

Product Support Engineer Resume Examples & Samples

Adheres to all applicable regulatory requirements
Answers and resolves hotline calls from customers or field staff and escalates or reroutes when necessary
Assists with field service administration, including creating and reviewing metrics. Analyzes reports to identify problems and take corrective actions
Maintains new and existing documents including, but not limited to, training records, service manuals, technical bulletins and guides, and customer registration and training records
Maintains the hotline-staffing schedule to ensure full coverage at all times
May answer after-hours calls when “on-call”
Oversees and reviews necessity of parts/tools inventory including parts returns, ordering, and management of financials
Participates in continual process improvement measures including the communication of technical updates and department process changes
Technical and operational phone support for all Haemonetics customers on our machines during regular business hours

Product Support Engineer Resume Examples & Samples

Deliver service and support training in the training facilities in Shanghai or Chengdu
Support the introduction and ramp-to-volume of new products and solutions in Greater China
Adopt and translate English support and training documentation into Chinese local language
Represent the Liquid Chromatography technical support team in Greater China and assist the local organization to troubleshoot and resolve complex technical problems
Collect feedback from customers and the service organization about the Liquid Chromatography Systems and work with other departments the ensure that these products meet the specific needs of Chinese users in terms of quality, performance and supportability
Bachelor or Diploma in a relevant engineering or scientific discipline, e.g. Chemical Engineering, (Analytical) Chemistry or related technical degrees
Minimum of 4 years experience with operation or support of Agilent Liquid Chromatography Systems, with typically 5 to 8 years
Excellent communication skills in English and Chinese (native speaker preferred)
Solid understanding and troubleshooting experience of complex analytical systems and applications
Teamwork across different cultures and organizations

100

Product Support Engineer Resume Examples & Samples

Provide direct technical and functional assistance to customers via phone and email
Provide internal and external user support for application issues of a technical and functional nature
Collaborate with fellow support colleagues and other internal organizations globally to provide superior customer service
Maintain consistent, regular communication with customers regarding the status of their requests
Develop strong working relationships with cross-functional teams within Ariba
Strong problem solving, organizational, and analytical skills
Strong technical knowledge or expertise in Ariba® solutions
Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible
Proven ability to manage multiple tasks or projects with changing priorities. Enjoys and thrives on performing multiple tasks and responsibilities at once
Strong time management and prioritization skills. Utilize available time efficiently in order to achieve effective and efficient results
Strong ability to capture a complete and accurate problem/symptom description of reported issues
Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues
Can do attitude and team player
Bachelor’s degree with a technical discipline
3+ Years working with a web-based software solution (Ariba Solutions preferred)
Experience working with Spend Management Solutions in a support role
Experience in Support, Software Development, IT, or Quality Assurance is preferred
Bachelor’s Degree with a technical discipline or a minimum of 3 years of experience in Support, Software Development, IT, or Quality Assurance

101

Product Support Engineer Resume Examples & Samples

Support the development teamin generating engineering samples for internal and external customers
Prepare engineering sample orders to FrontEnd (FE) and BackEnd (BE)
Coordinate and drive FE and BE partners for samples execution and prioritization
Track samples delivery schedules / commitmentfrom both FE and BE fabs
Setup complete logistic flowfrom FE to BE for all new products using Inhouse tools
Plan upcoming samples activities to secure FE and BE capacity

102

Product Support Engineer Resume Examples & Samples

Planning, testing and verification components units
Execution of new suppliers and new parts qualifications
Close cooperation with the departments of production and quality
Construction of customer samples and BOM
Purchase of prototype parts
Preparation of notes to change production
Writing production reports
University technical degree
Practice in product engineering or other technical departments
Knowledge of 3D CAD software
Knowledge of manufacturing environment
Knowledge of compressors technology as a big advantage
Good orientation in the technical proposals
Knowledge of electric motors
Communicative level of English
Fluent Czech language

103

Principal Product Support Engineer Resume Examples & Samples

Manage customer facing production environment monitoring, performance, release/deployment, security, reliability, availability, capacity, latency, and other non-functional concerns
Implement Operational tools like provisioning, monitoring, performance measurement tools etc
Responsible for performance, availability and scalability of the infrastructure
Responsible for product support for application hosted in cloud environment
Define and lead next generation high availability datacenter architectures, operational tools, automation, infrastructure provisioning and 24x7 operations
Lead a team of Product support specialists for Media Portal
10+ years of hands on managing support and operations of a large infrastructure server farm in a datacenter environment managing systems, network, and storage systems
3+ years of managing teams
5+ years of strong hands on scripting and automation
3+ years of scaling out and horizontal scaling infrastructure architectures
5+ years experience in managing big data infrastructure like Cassandra, CouchDB architecture and scaling those infrastructures
5+ years of experience with software development in linux/unix
Master’s Degree in Computer Science or equivalent
Experience with distributed NoSQL technologies, like BigCouch or Cassandra
Experience in Relational Database management systems and SQL proficiency
Experience with architecture of large, distributed and complex systems
Experience with the complete software development life cycle, from requirements to design, implementation, testing, and release
Experience in infrastructure capacity planning based on key attributes Flexible, continuous learner, excellent communicator, works well in team environment, appreciates challenge, comfortable and effective working in new areas that require experimentation and rapid problem solving

104

Product Support Engineer Resume Examples & Samples

Answer product application questions from internal support, sales, customers and architects pertaining to existing curtain wall, storefront, window wall and door products
Design and develop enhancements to existing curtain wall, storefront, window wall and door products to improve performance, reduce cost and make them more efficiently manufactured, fabricated and installed
Validate thermal and structural performance using simulation software
Coordinate testing required for product enhancements developed and assist with the installation and testing of test units ensuring safe practices are followed
Prepare support drawings and assist in the development of marketing literature for products being developed
Interface with suppliers, sales, purchasing, marketing and manufacturing to ensure development of low cost products that meet market demands
Be willing and available to travel (5% - 10%)
Support and direct quality improvement initiatives
Develop and improve standard operating procedures and work instructions

105

Filled May Product Support Engineer Intern Summer Resume Examples & Samples

Excellent understanding of building systems
Excellent verbal and written communication skills including, but not limited to, listening
Demonstrated Customer focus personality
Working with database operating systems (Ex: SQL server knowledge with an understanding of how to install SQL Server, backup and restore databases, and execute SQL queries)

106

Product Support Engineer Resume Examples & Samples

Provide expert technical assistance to customers
Developing and maintaining strong Customer relationships
Coordinate with Internal Groups to solve technical issues
Tech/B.E in Computer Science – or equivalent
3+ year’s experience with software support – A MUST
Strong trouble shooting, fault diagnosis and root cause analysis skills–A MUST
Ability to independently prioritise work and multi task
Confident disposition and ability to manage high pressure customer interactions
Proven track record of providing support to External Customers
Experience in one of the following databases: Oracle and/or MS SQL Server and good knowledge of SQL

107

Product Support Engineer Resume Examples & Samples

Bachelor’s Degree in Computer Science or equivalent
Min 3 years programming skills in C/C++, Python, or Perl
Min 3 years experience in Linux/Unix and Windows operating systems
Min 3 years experience in network protocols and implementations (DNS, TCP/IP, UDP, HTTP, SSL)
Knowledge in routing protocols (BGP and OSPF) and application-level protocols (overlay routing and Peer-to-Peer file sharing protocols)
Prior customer-facing experience

108

Product Support Engineer Resume Examples & Samples

Performs complex, high-impact Engineering Support tasks
Provide phone support, when needed to identify customer’s system problems through performing a series of standard diagnostic steps
Drive problem management activities & identify root causes for high priority and recurring issues
Participate in root cause, problem and solution analysis
Logs calls into the Call / Problem Tracking system. Help identify and initiate corrective action for problem resolution, consulting with other team members on high profile customer issues and escalate to the appropriate group when needed
Assist in the resolution of software, hardware, operational, infrastructure and application anomalies
Collaborate with team members to promote consistent technical build, implementation and support processes
Documents all customer assistance reports, diagnostic steps and corrective action taken utilizing established, approved diagnostic procedures
Shall stay current with new and evolving industry technologies, via formal training and self-directed education
Promptly and effectively provide problem escalation as need
Adhere to performance and productivity standards established by the candidate’s manager
Assist in Pre-sales technical support and product presentations when required
Develop and execute test plans to check and identify product anomalies
Report on findings and make recommendations for correcting such anomalies
Serve as technical client interface as needed
Perform necessary data capture and analyze OS and application logs including driver configuration, source code analysis, etc
Strong focus on support of EMV
Bachelor’s Degree in Computer Information Systems or other related field, or commensurate field experience
Minimum of 5 years problem identification and resolution experience
Knowledgeable on Linux, C and C++ programming languages
Understanding of embedded control systems Windows, DOS, Unix and other operating systems Expertise in all phases of systems analysis, the software development process and/or functional engineering principles
Knowledgeable of EMV requirements with XPI knowledge a plus
Knowledgeable of POS line protocols such as Asynchronous and Synchronous
Knowledgeable in the use of line monitoring tools such as Wire Shark, 3AM or equivalent analog line scopes and GL Communications analyzers
The individual shall be adept with Payment Authorization Systems including EMV
Candidate must possess general knowledge of networking, routing and switching environments. The individual must be able to use proprietary and standard industry troubleshooting tools, for assistance in problem determination and or problem resolution
These tools include, but are not limited to electronic measurement equipment, meters and scopes. Must be able to create and maintain analytical reports regarding outstanding problem
Excellent communication skills, both written and verbal. Bilingual a plus
Self-motivated, and possess a high level of personal accountability
Ability to effectively handle multiple tasks
Technical leadership skills
Travel to customer labs, sites, etc as needed (minimal travel – 10% or less)

109

Product Support Engineer Resume Examples & Samples

Work with worldwide customers and troubleshoot problems online/offline,
Collect data/trace from customers to identify the root cause of the problems,
Identify and solve SW/HW issues with the help of upper level support
Provide timely updates to other internal teams or customers while working on a case/project
Report robustness and enhancement issues and assist corporate teams to improve product quality
Work with Global teams as required
University degree in computer sciences, electric-electronic eng, telecommunication eng. or related fields
Having a basic knowledge and experience in programming
Extraordinary communication skills, collaborative and cooperative approach, ability to build trust and influence
Action oriented working style and strong customer focus
Excellent teamwork, analytical and problem-solving skills
No military service obligation for male candidates or deferred at least two years
Flexible to travel abroad
Strong technical documentation and verbal/written communication skills
Knowledge and experience in Java/C/C#/C++ software development or software support is a plus
Fluency in English (both verbal and written). Knowing French/Arabic is a plus

110

Product Support Engineer Resume Examples & Samples

Support Asia Veeva CRM customers via phone and email
Troubleshoot and diagnose internal and customer reported product issues
Create and maintain knowledgebase documents
Work closely with product management team to provide customer feedback and assist in product direction
Provide high quality assistance to various internal teams
Develop and maintain strategic relationships with customers

111

Product Support Engineer Resume Examples & Samples

Troubleshoot internal and customer reported product issues
Provide high-quality assistance for customer system administrators as well as internal teams
Work closely with the Product Support Manager and Development teams to provide customer feedback
Continuously develop the Knowledge Base for use internally
Leverage online support community and other channels to effectively share knowledge and encourage community participation in solving problems
Complete tasks and projects in a timely manner. Use of multi-tasking and prioritization skills will be essential
Develop and foster strategic relationships with Customers

112

Product Support Engineer Resume Examples & Samples

Respond to action requests from the customer support website or customer calls/emails
Provide feedback on product improvements based on field experience and customer data
Read technical drawings (e.g. mechanical assembly drawings and wiring diagrams)
Analyze, reproduce and troubleshoot customer faults
Prepare work packages for the engineering team to correct simulator faults
Integrate engineering fixes into Customer’s Simulation software
Manage obsolescence and develop replacements as required
Calculate MTBF values and develop recommended spares lists
Other tasks that fall within applicant’s skills and abilities
Support the creation of technical documentation for both customers and internal staff
Bachelors in Engineering degree (mechanical, electrical or equivalent); plus 3-5 years of applicable experience
Experience in Hardware and Software Integration
Knowledge of Aircraft Systems
Knowledge of C++ programming
Experience in troubleshooting
Dedicated, highly organized and meticulous
Knowledge of Microsoft suite
Fluent in English and French (spoken and written)

113

Junior Product Support Engineer Resume Examples & Samples

Engage in relevant NPI initiatives to fully inform, prepare, and involve appropriate CA leaders to ensure successful CA launch
Work with Product Management and Engineering to ensure Voice of the Customer and Voice of Customer Care are considered at appropriate stages in product and service development
Participate in open communication and is supportive of the teams needs, ensuring timely and accurate information flow to Customer Advocacy
Deliver new product information to relevant support team(s) for publishing on applicable support systems
Engage with appropriate partners to develop knowledge base article concepts and structures (FAQs, How-to articles, Troubleshooting guides and Tutorials)
Maintain strong problem solving abilities and the ability to work well under pressure
Take ownership for issues and drive resolution for specific customer/partner requests as well as initiatives that would enhance the overall customer/partner experience
Manage and prioritize multiple tasks in a dynamic environment with a strong orientation towards sound judgment
Be comfortable in working in a fast-paced environment that iterates and evolves rapidly
Be responsive to customers’ needs, which may sometimes require outside of normal business hours or on-call rotation
Issue duplication, replication and validation of each escalated technical issue
Advanced ability to self-manage workload and multiple overlapping projects
Advanced skill to be flexible and contribute to both task-oriented assignments as well as short-term project-oriented tasks
Ability to lead projects when necessary and manage team members to ensure on time project completion
Maintain a safe and clean work environment
Understand and follow company rules and regulations
Intermediate ability to complete projects with little oversight
One to three years of customer service experience
Experience in working in an administrative and reporting position
Intermediate skill with Microsoft office including Excel, Word, PowerPoint and Visio
Understanding of Computers, Mobile Computing devices and associated terminology
Basic understanding of social media and associated terminology

114

Product Support Engineer Resume Examples & Samples

1) Conduct problem triage, trouble shooting and problem analysis on complex incidents that are escalated to GSC
4) Product / problem analysis. Gather data and prepare templates as required for data analysis. Assist senior analyst in completing analysis
5) Mentoring and development of resources as needed
BS in Computer Science or other technical discipline
1-5 years of related experience
Understanding of Teradata product knowledge
Practical knowledge in installation and upgrade processes
Experience with Teradata upgrade and support tools

115

Product Support Engineer Resume Examples & Samples

Responsible for providing deep level technical support. Technical lead on escalated problems within product line. Perform in-depth problem analysis. Analyze files and system dumps for root cause. Identify and document new product defects. Provide new and/or known solutions / workarounds to problems. Perform system recovery for down or inaccessible systems. Collaborate and/or escalate with other work groups including Engineering and 3rd party product providers
Knowledge Management and related activities. Create and/or validate knowledge content for accuracy, relevancy and currency. Create and maintain Technical Alerts and other related technical artifacts. Create defect tracking tickets. Lead and/or participate on teams focused on creating technical bulletins, procedures and support process (Change templates, FRO bulletins, Service bulletins, Support tools). Development and enhancement of problem scenario reporting rules and associated knowledge
Product / Problem Analysis: Ability to analyze data, establish trends, validate baselines and identify outliers. Ability to summarize data, summarize the findings and explain rationale
Interface into other organizations (internal and external). Ability to maneuver cross-organizationally. Demonstrate a high-level of professionalism and ability to deliver succinct and concise presentations
Mentoring of other resources
5-8 years of Teradata support experience
Working experience of LINUX operating systems
Experience with customer support environment

116

Product Support Engineer Resume Examples & Samples

Deliver exceptional service as the main point of customer contact for Automation Products through a positive attitude, high availability, accuracy, and responsiveness
Analyzing customer topics of the automation products and solutions, consulting in this topics and forward to automations specialist or deeper analysis if required
Interpret customer specifications, drawings and schematics to provide quotes, solutions, and accurate information for quotes and orders
Solves some non-routine issues, challenges and problems within field of specialization
Develop technical knowledge for internal and external customers and represent the company towards customers
Engineering or Bachelor degree in automation or electrical engineering
Fluent German and outstanding English capabilities
Long term technical support career aspiration, application engineer
Work-experience from 0-1 year in Electric/Electronic/Automation sector in the industrial field, OEm, business experience. Experience preferred
Technical sales aptitude and analytical skills especially in Automation, application, programming
Understanding of automation products and automation application knowledge
Ability to analyse customer automation issues, solve this problems or decide to forward for further analysis
Knowledge of International and National Electrical Standards (IEC, CE, CSA, NEC, UL, NEMA, etc.)
Maintain positive customer relationships through active listening, prompt resolution of problems, and projecting a positive, professional attitude, Problem solving skills, Creativity
Microsoft Office (Word, Excel, Outlook, PowerPoint, Internet Explorer)
Proficient in Tools and Applications required for job function (ERP, CRM, Automation Software and other softwares)
Excellent Communication and Interpersonal Skills (Written and Verbal)
Team player, happy to interact with multiple locations and cultures

117

Product Support Engineer Resume Examples & Samples

Good interpersonal and customer care skills
Good accurate record keeping
Ability to prioritize work
Ability to deal with difficult clients situations
Sharp Troubleshooting and Analytical Abilities
General knowledge of computer hardware and configuration
Experience with UNIX(AIX), Linux (RHEL)
Exposure to SOAP architecture and WebServices
Familiarity with Oracle 11g or higher
Tivoli Active Directory or Active directory basics
Application server experience (Websphere)
Web server experience (Tomcat, IHS)
Ability to read, analyze and interpret Application Logs
Understanding of networking protocols (TCP/IP, SSH)
MQ Channel knowledge
Java coding ability
Javascript knowledge
Xml familiarity
Knowledge of Fraud risk strategies or analytics
Basic scripting and any programming experience
Mainframe experience
DB2 knowledge

118

Product Support Engineer Resume Examples & Samples

Develop Emerging Issues for BCP Attachments, drive closure / resolution to highest priority issues
Define problems in terms of observed symptoms, research available data, define applications and conditions encountered, identify root cause, work with dealers and technical staff to identify information needed, develop plans to fix problem including validation, and publish corrective action
Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc
Support marketing units with technical guidance to manage customer problems with product deficiencies
Computer literate with Creo (Pro-E) CAD engineering skills or as stated above, other CAD packages but with the equipment design background
Experience in designing structural fabrications & components, hydraulic and electrical systems
Cat CPI System / Process
Experience with Off highway equipment or other heavy machinery is required, and preferably experience with attachments or work tools
Critical to the success of the role will be an enthusiastic attitude showing the initiative to solve engineering problems and be able to work to tight deadlines
Ability to communicate technical information effectively with team members, dealers, customers, and suppliers

119

Manager, Technical Product Support Engineer Resume Examples & Samples

Responsible for managing completion of assignments, projects and programs arising from customer issues with Applied products. Ensures correct assignment of engineers to customer and product. Reviews and monitors action plans to close issues to ensure customer satisfaction. For multiple products in a region, or for one global customer
Generates region-wide or global report to highlight customer top issues and action plans to close. Influences Engineering to prioritize and close customer related design issues
Supports GPS in the generation of documentation such as CENs and BKMs. Creates and reviews documentation covering technical improvements, system upgrades, and support plans. Presents to customers
Interfaces with CAT and Engineering to troubleshoot process design and hardware design related issues
Leads multi-tool ramp installation support at remote sites. This will include system level installation, local CE leadership, all issue escalation and management
Leads evaluation programs including customer communications, creation of taskforce, assignment of resources, program management of all aspects of the technology penetration, and leveraging other/ non-BU resources, as required. Ensures a successful product evaluation through extensive on-site support, building the necessary local team as well as creating the appropriate customer interfaces
Demonstrates in-depth understanding of concepts, theories and principles in own job family and basic knowledge of other related job families

120

Lead Product Support Engineer Resume Examples & Samples

Oversee daily activities of the Hyderabad team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals
Run reports to monitor KPIs such as case turnaround times and survey scores, be accountable for high quality technical support delivery out of Hyderabad
Coordinate with leads in other regions to ensure the global support team meets their customer level commitments and technical support coverage minimums
Train and mentor team members, identify development needs across the team and ensure individual performance goals are met
Deliver performance feedback to team members
Act as a subject matter expert on the products we support, guide team members to develop similar product expertise
Serve as a technical escalation point for S&P GMI products, working directly with international clients to resolve challenging technical issues
Help build, improve and refine our support tools and processes
University degree in a technical discipline plus 8+ years of experience in any of the following roles

121

Product Support Engineer Icp-oes & AAS Resume Examples & Samples

Creation, distribution and update of service notes, training documentation and maintenance plans on the support website
Support of Thermo Fisher Scientific and Dealer service engineers during installations, repairs and maintenance
Resolving and monitoring technical problems of Thermo Fisher Scientific ICP-OES and AA spectrometers on a worldwide install base
Collaboration with R&D during definition of new products and involvement in the development process especially with regard to service aspects and serviceability of the new product
Cooperation during introduction of new products to ensure a smooth transfer from R&D to the field
Documentation, tracking and support on solving the software problems that are reported from the field
Training of service engineers and preparation of trainings materials and instrumentation
Reporting of problems from the field to relevant departments of the factory (Quality, R&D, Parts & Repair) in order to drive quality improvements, as well as contribution to finding solutions and their implementation in the field
Professional background with graduate level qualification or above in Electronics, Science and/or Physics with ideally relevant business experience or equivalent qualification
Hands-on experience in the field of optical spectrometers is an advantage
Excellent communication skills in English, both written and spoken
Initiative and sense for systematic and clearly arranged work
Ability to rapidly understand problems and systematically working on solutions
Willingness to travel for service, training and installation matters
Working cost-consciously, effectively and autonomously as well as having a commercial understanding

122

Product Support Engineer Resume Examples & Samples

Passion for solving client challenges and commitment to client delight
Exceptional troubleshooting skills, and a passion for problem solving and investigation
Ability to multi-task and prioritize in fast-paced and highly collaborative environment both independently and as a member of a team
Fluency in social media platforms
Duplicating and troubleshooting product and technical issues faced by clients, working towards a speedy resolution
Developing in-depth product expertise in order to provide solutions for product issues
Taking ownership of technical issues, understanding customer requirements and workflow, and working within escalation processes to resolve more advanced issues

123

Product Support Engineer Resume Examples & Samples

Excellent written and verbal communication skills - Spanish and English
Fluency in social media channels
Perform initial triage of all support tickets submitted to the Product Support help desk, providing courteous responses, ensuring accuracy of ticket data and performing assignment of tickets to the appropriate group for resolution
Independently identify and escalate urgent issues, track and report on trends
Handle service interruptions and known issues, keeping customers up to date at all times on incident progress, including coordinating response, escalation, tracking and analysis of incidents
Taking ownership of customer tickets and provide resolution within SLAs
Responsible for tasks including customer items as well as internal housekeeping, documentation and analysis
Actively contribute to ongoing process improvement, problem resolution and workflow improvements

124

Product Support Engineer Resume Examples & Samples

Both attention to detail as well as the ability to see the high level view
Positive, proactive and can-do attitude
Develop and maintain knowledge of the Sprinklr products

125

Product Support Engineer Resume Examples & Samples

Creates and approves engineering changes related to Service activities
Serves as communication medium between NPI I&A, design, FA & SRS
Drives Serviceability into Product Design
Serves as SRS Liaison for Proto & Alpha-builds on I&A
Serves as CSG Point of contact on NPI & pre-MFR instrument functionality
Manages Engineering actions on monthly SRS status call
Executes CCRT-SRS actions
Supports education of 3rd Party market awareness (vendors making solutions for our products)
Performs assessment, diagnosis and supports troubleshooting of ISI equipment not performing per equipment specifications as requested by DVSTAT & SRS
Drives design changes when issues cannot be resolved through process / education
Supports training for SRS new-hires, recurring engineering training
BS in Engineering with focus in Biomedical Engineering, Electrical Engineering, Mechanical Engineering or equivalent
Minimum 2 years’ experience working as a field service representative/biomedical engineer or supporting a field organization with preferred experience in the medical capital equipment industry
Experience in authoring technical documentation
Understanding of C&S Industry Standards, detergents and regional disinfection processes
Ability to communicate effectively (written, oral) with the team

126

Software Product Support Engineer Resume Examples & Samples

Supporting escalated customer site situations and drive to resolution
Working closely with QA and DEV to automate installation and support tools using basic DevOps principles
Visiting customers onsite to do installation and training for both Cray personnel and end-users
Processing/tracking/resolving problem reports
Problem analysis and troubleshooting
Drafting and reviewing knowledge base articles
Providing service information to field analysts and customers
Recommending fixes to Cray and/or 3rd-party development
Possibly writing and implementing necessary fixes and support tools
Some travel will be required
This position can be located in Pleasanton, CA, Seattle, WA or St Paul, MN
Bachelor's Degree in Engineering or Computer Science or equivalent experience
8+ years’ experience with Redhat and/or Centos based Linux distributions
Equivalent of 2 years of experience in troubleshooting large Linux-based or large-scale computer systems integration and support
Experience with common Hadoop stack services – MR, MR2, Yarn, Hive, Pig, sqoop, flume
Expert on HDFS; admin, troubleshooting, fixing, repairing
Knowledge of the major Hadoop distributions – Cloudera, MapR, and Hortonworks
Deep knowledge of TCP stack and edge switch programming and network interconnect (ARIES & Infiniband experience a major plus)
Container experience with one or more common technologies (mesos, mesosphere, docker, cgroups)
Knowledge of back-end file systems such as ,SAN, ISCSI, FCOE, NFS, GPFS, GFS, LUSTRE
Scripting experience with one or more major scripting and automation languages (ruby, python, perl, ansible, puppet, chef)
Power Linux user with admin skills and experience
Must be willing to assume responsibility for seeing tasks through to successful completion, and bridging to related areas of concentration
Must demonstrate self-motivation, be able to coordinate efforts with other groups, including: customers, field personnel, hardware product support, software development, and 3rd-party product personnel
Ability to provide after-hours support work, as required

127

Product Support Engineer Data Services Resume Examples & Samples

Presents Data Services programs to ensure that customer representatives are effectively informed in all phases of product installation, maintenance and repair in regards to data service
Reviews and maintains all current product and training documentation, notes errors and required modifications for use during revisions
Responds to customer inquiries and concerns verbally, in writing and in personal visits, providing technical guidance and expertise to data service issues of immediate customer concern
Assists or independently makes presentations at conferences to respond to areas of general concern relating to Data Services issues
Monitors product performance reports and makes recommendations for modifications to improve reliability and customer confidence
Works with customers and internal engineering personnel to develop product improvement strategies
Reviews product support and warranty documentation to ensure that general terms and agreements meet with the organization's standards and policies
Completes regular and periodic reports relating to site visits, customers contacted, business opportunities, expenses and similar factors
Monitors internal engineering changes to determine the impact. Creates field service bulletin or information letter to inform the affect customers, as warranted
Interfaces with all internal departments relating to Aviation operations with goal to satisfy customer needs
Works with 3rd party vendors to establish the best data service cost options
Maintains accurate records of data services cost and revenue
Complies with and enforces all safety rules, regulations, and procedures
Performs all duties in complete compliance with all legal and ethical standards
Maintains the security of classified and/or company proprietary information. Provides necessary information to acquire/upgrade security clearances if required
Remains updated on company policies, practices and procedures and current developments within the professional field through outside training, memberships in professional organizations and self-development activities
Performs other duties as assigned or as judgment and necessity dictate
Acts as primary Customer point of contact for Data Services. Handles inquiries, proposals, customer negotiation, problem resolution, order entry, quoting, schedule changes, credit issues and Aircraft On Ground (AOG) support
Requires thorough knowledge of data services with specific avionics technology, equivalent to a two year electronics engineering degree with additional specialized course work or a four year degree in electronics engineering technology
Previous customer contact is desirable
Minimum 2 years’ experience in aviation industry

128

Product Support Engineer Resume Examples & Samples

6 years of relevant experience and a Master’s degree {add Specific Degree here} or
Minimum 8 years knowledge of core Internet technologies (HTTP and DNS, routing)
Minimum 8 years of knowledge of common network technologies (TCP/IP, ICMP) and tools
Minimum 8 years of experience in technical support, engineering, IT, project management or consulting
Familiarity with content delivery networks, Cloud Computing
Experience as a team lead
Cross-functional collaboration across disciplines
Network Topology, Data centers design, Enterprise Networking environments
Knowledge with reading and understanding of TCP packet captures
Programming knowledge and experience (Python, Perl/shell scripting)
Knowledge of web programming (HTML, javascript, ASP, JSP)
Experience in streaming technologies like: RTMP, RTSP, HLS, DASH, FLASH
Familiarity with technologies like: Tomcat and/or Websphere architecture, Web Services (API, SOAP, XML), Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases
Customer focus, acts with the customer in mind, anticipates future needs and dedicated to providing superior service
Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers

129

Product Support Engineer Resume Examples & Samples

Bachelor’s degree in computer science or related field from a four-year college or university with 2+ years of overall work experience along with at least 12+ months completed in a Product Support Engineer role
Create/modify/review content within the Knowledge base
Must be detail oriented, quality driven and possess excellent communication and customer service skills
Windows and Linux administration
Required certification achieved in area of focus such as Salesforce, Google or Workday

130

Product Support Engineer Resume Examples & Samples

Performs Engineering Support tasks on complex, high-visibility, high-impact products
Solves highly complex and broad reaching problems
Follows documentation, diagnostic tools and training materials to diagnose and resolve customer issues
Create FAQ’s and product documentation to assist Tier-1/2 teams in performing their tasks better
Create/update documentation after resolution of issues
Logs all issue activity into online tracking database
Provides Technical Support to customers/Regions for operational and maintenance aspects of products
Provides Professional Services for installation, training and consulting for onboarding customers or installing in customers’ premises
Serves as Regional contact for technical and service related problems
Diagnoses software and systems failures using established procedures or by using creative means of addressing customer technical issues
Determines most cost effective resolution to minimize customer downtime
Develops and maintains positive Regional and Engineering relationships through excellent communication, both written and oral
Coordinates with various functions within the company to ensure customer escalations are handled appropriately and in a timely manner
Demonstrates technical leadership
Mentoring and/or training of junior engineers
A university degree in Computer Science, Information Technology or Software Engineering or equivalent and relevant IT qualifications preferred
Minimum 3 years’ experience in product support or IT (such as server/desktop administration) using Microsoft Windows products, including 2 years with exposure to database servers – Oracle and SQL Server
Certification in Networking, IIS/Windows Server Administration, Oracle, SQL Server preferred
Experience with using Windows troubleshooting tools
Ability to write SQL queries and create scripts for adhoc tasks based on customer needs. Experience with using SQL Server/Oracle troubleshooting tools
Knowledge of HTML/CSS, JavaScript, IIS, SSL, Web Services, REST API
Knowledge of Communication protocols as well as modem communication
Knowledge of Server Virtualization, Network Load Balancing, Clustering, Cloud (Microsoft Azure, AWS) based deployments, etc
Assist in preparing end-user documentation and administration guides
Excellent knowledge of MS Office advanced features, especially Excel
Customer service and interaction skills with excellent communication skills, both written and oral
Ability to conduct remote (by phone/webinar) and on-site product trainings
Knowledge of Helpdesk CRM tools such as Amdocs/Clarify
Flexibility to travel at short notice both domestic and internationally

131

Product Support Engineer Resume Examples & Samples

Evaluate compatibility of programs with existing hardware and/or software features
On-board, package, and maintain shrink-wrapped and proprietary applications/software. Develop and test an uninstall package/process for each packaged application
Versed in identifying applications targeted to machine or user context and employing the correct deployment methodologies related to each instance
Test application deployment for all applications to the end user device including; successful installation via SCCM, successful launch in Windows 7/8.1
Provide application package troubleshooting and remediation as required. This includes off-hours and/or emergency support as dictated by the needs of the business
Prepare, submit, and manage application Change Requests through approval
Understanding of UAC and handling of rights elevation as it pertains to software installations and upgrades
Apple OS management and application deployment
SQL reporting

132

Global Product Support Engineer, NCG Resume Examples & Samples

Develop new procedures and Best Known Methods (BKMs) to service new products
Solve issues, or work with Engineering to address issues identified
Work with Manufacturing to develop procedures and participate (if required) on New Product final test
Participate in or own CAPA process
Identify new parts that require to be stocked by AGS and work with them to ensure parts are stocked in correct locations

133

Product Support Engineer Resume Examples & Samples

Bachelor's degree in Electrical Engineering, Computer Science or equivalent experience
Strong written and interpersonal communication skills. Including the ability to explain simple procedures both verbally and in writing
Strong organizational and analytical skills. Ability to work at a detailed level
3+ years experience in High-level programming languages: C/C++, C# (.NET), Visual Basic, VBA (Office),Lab VIEW G, Objective-C, Java
Ability to work cooperatively with others within and across functions and at all levels of the company

134

Product Support Engineer Resume Examples & Samples

Debug charging systems and perform diagnostics on field failures remotely and directly in the field
Work with quality and manufacturing teams to ensure new issues are fully investigated and that countermeasures are in place
Define requirements for on-board diagnostic methodologies for use in the aftersales world and work with the firmware development team to implement
Develop and document troubleshooting and remote diagnosis techniques with technicians, Field Support Engineers and Product Support Engineers
Develop automated onboard diagnostic routines for charging systems that will enable Tesla products to self-identify when a failure is present and alert either the vehicle operator or service technician with information on how to proceed or repair the vehicle
Be the subject matter expert liaison between the Service Engineering team and the charging design, quality, and manufacturing teams by communicating the latest product changes and information to the rest of the team
Review existing and proposed charging standards and assess their impact on current or future Tesla products
Bring visibility to development teams by summarizing and distilling existing standards and market direction. Make proposals to engineering design and department heads on the direction Tesla should take to provide the best possible customer experience when it comes to vehicle charging
Review user experience issues and deficiencies, and escalate those to development teams that can be addressed by firmware or hardware improvements and/or revised functional specifications
Collaborate tightly with Tesla’s hardware and software teams to ensure efficient and economical implementation and validation of new features, components, and systems
Awareness of the worldwide EV charging status quo, including equipment providers, existing topologies, installed systems, major industrial players, commonplace residential wiring and receptacles, research into wireless and other charging technologies, and the various charging interfaces already in use
Experience with electric vehicle supply equipment and governing standards including IEC 61851 and SAE J1772
Experience with power electronics and high voltage components, including semiconductors, passive components, AC-DC / DC-DC converter topologies, and controls
Experience with electronic and/or power system design and simulation tools
Able to design and review electrical schematics, and provide feedback at the hardware, software, or system level
Advanced understanding of DSPs, microcontrollers, and embedded programming in C

135

Senior Product Support Engineer Resume Examples & Samples

At least five years hands on engineering or application support experience in a SaaS or web company, supporting FrontEnd applications
Bachelor’s degree in Computer Science/Engineering/Math or in a relevant field
Strong skills in FrontEnd technologies ( HTML, CSS, Javascript, JQuery)
Strong analytical, assessment and problem-solving skills
Self-starter, ability to work with minimal supervision, ability to multi-task
3+ years of working experience with the following technologies and techniques: HTML, CSS, Javascript, JQuery, Restful Services & APIs, Cross-Browser Development

136

Product Support Engineer Resume Examples & Samples

Maintains all issue activity in online tracking database and updates Knowledge bases
Diagnoses mechanical, hardware, and systems failures using established procedures or by using creative means of addressing customer technical issues
Determines most cost effective repair/resolution to minimize customer downtime
Provides on-site and remote installation and training services to internal and external clients
Develops and maintains positive Regional, Engineering and Manufacturing relationships
A bachelors degree in Computer Science, Information Technology, Software Engineering or equivalent and relevant IT qualifications preferred
Minimum of 4 years related support engineering experience
Minimum 4 years’ experience in product support or IT (such as server/desktop administration) using Microsoft Windows products, including 2 years with exposure to database servers – Oracle and SQL Server
Certification in Networking, IIS/Windows Server Administration, Oracle, SQL Server
Ability to write SQL queries and create scripts for adhoc tasks based on customer needs
Experience with using SQL Server/Oracle troubleshooting tools
Knowledge of HTML/CSS, JavaScript, IIS, SSL, Web Services
Knowledge of Server Virtualization, Network Load Balancing, Clustering, Cloud based deployments, etc
Customer service skills – Ability to interact with customers and possess excellent communication skills both written and oral
Knowledge of Helpdesk CRM tools such as Amdocs/Clarify.* PC and related software applications
Exposure to all phases of systems analysis, the software development process and/or functional engineering principles
Language Proficiency - Spanish, German, Chinese or French is a plus!
Likely domestic and international travel involved

137

Product Support Engineer Resume Examples & Samples

Bachelor’s degree in Computer Science or related field, with 2+ years of overall work experience, along with at least 12+ months in a Product Support Engineer role
Experience in programming, capability to write some test or demo applications
Knowledge of any active payment terminal platform and understanding of card payment industry (principles of card acceptance technology, EMV, Contactless, principles of industrial compliancy and cryptography) could be an advantage
Knowledge of Linux on embedded systems is an asset
Analytical skills, focus on quality and timely delivery, openness for learning new technologies
Ability to track and resolve multiple concurrent projects over a period of time with sense of urgency and efficiency
Ability to effectively communicate technical information to customers verbally and in writing
Fluent communication in English and Polish
Flexibility in daily activities and availability for occasional travel

138

Product Support Engineer Resume Examples & Samples

Provide technical, logistical, and business system support
Bachelors degree in Engineering, Electrical or Mechanical preferred
3-5 years in Product Support Engineering Role
Ability to prioritize multiple tasks and assignments

139

Product Support Engineer Resume Examples & Samples

Planning and developing test programs for prototypes
Analyzing test data and reports to determine if designs meet functional and performance specification
Revaluating and recommending cost improvement ideas through product, vendor and design changes
Performing technical analysis of competitive products
Providing support to sales and marketing on product presentations and customer support
Coordinating issues and projects with other business units as required
Participating in market unit initiatives and projects
Provide detailed root cause analysis and suggest workarounds and/or solutions for recurring issues
Work independently and collaboratively with other support organizations to troubleshoot system and application issues

140

Product Support Engineer Resume Examples & Samples

Become an Palantir Product Expert
Collaborate with the Forward Deployed Engineering and Product teams in the development and design of creative solutions for our customers
Diagnose and resolve issues encountered in the field
Provide education and guidance on configuring and working with Palantir products to prevent problems before they occur
Contribute to the end-to-end quality of the product by verifying fixes and advocating for improvements
Coordinate and manage customer contact for critical product issues

141

Product Support Engineer Resume Examples & Samples

Serve as a technical escalation point for S&P Global products, working directly with international clients to resolve challenging technical issues
Analyze patterns of client issues and help to design long-term solutions
Contribute to, and maintain, the product support knowledge base
Help improve and refine our support processes and tools
Identify opportunities to better empower Tier 1 support through training and tools to resolve member issues as quickly as possible
Collaborate with other Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the Clients
Provide internal support for Skytap, a flexible virtualization platform used to replicate complex client environments
University degree in a technical discipline plus 1-3 years of experience in one of the following roles:Exceptional verbal and written communication skills – must have

142

Product Support Engineer Resume Examples & Samples

Be a Product specialist for the Enterprise Solutions and provide in-depth technical assistance to clients
Assist in deployment and troubleshooting on-the-go
Gain in-depth knowledge of products from a content and delivery standpoint, and assist with pre and post Sales’ opportunities
Bring new ideas for innovation and automation excellence into the support process and build projects that will help replicate and resolve client issues
Work on creating complex SQL queries (MS SQL and ORACLE) to use our data and assist client with query tuning and performance improvements
Research and gain knowledge on the rapidly evolving product offerings
Assess the technical environment dynamics within the client sites that may impact product performance
Involve in testing/user-acceptance tests of
Engineering or Bachelor's/PG degree in Computer Science, Information Systems or equivalent
0 to 2 years of experience

143

Senior Product Support Engineer Resume Examples & Samples

Potentially manage a team working in 24X7 environment
Liaise across multiple global teams and drive effective product implementations
Align team initiatives and optimizing efficiency and results
Acknowledge, Analyze and resolve complex cases from clients on the enterprise products
Provide account management style product support for clients via telephone and emails
Maintain specialized expertise and serve as the subject matter expert for supported products
Provide expert level support and management of enterprise hardware and software platforms
Assisting with performance efficient SQL queries
Operating Systems (Windows, Linux, UNIX, MAC, IOS, Android, etc.)
Network & Security Protocols (Web Sockets, TCPIP, SSL, TLS, etc.)
Proxy Protocols (SOCKS4, SOCKS5, HTTP, Custom, etc.) &
Web Transport Schemes (SOAP, XML, JSON, etc.)
Web Development (JavaScript, Java, Python, CSS, PHP, Ruby, .Net, Objective C, R, Perl, etc.)
Web Services/Architecture (SOA, PAAS, URL/URI, REST, WSDL, WADL, Service Signatures, etc.)
Web Authentication Schemes (Basic, Cookie, oAuth, etc.)
Experience making API service requests, rendering & integrating results
Using API client libraries, oData and/or RESTful service endpoints
Willing to work in any 5 day shifts
Good Knowledge on relational databases concepts (MS SQL Server & Oracle)
Familiarity with industry-leading financial data and delivery platforms
Proven experience in troubleshooting and application support
Exposure to WINDOWS, UNIX or LINUX environments
Excellent verbal and written communication with a professional demeanor and polished phone skills
Understand “Enterprise Solutions” products to provide in-depth technical assistance to both clients and field support staff
Act as a product specialist for S&P Capital IQ’s feed solutions (Xpressfeed, Enterprise API) from a content and delivery standpoint, and assist Datafeed Application Specialists for the pre and post Sales’ opportunities
Work with client IT department or DBAs to troubleshoot the problems like network connectivity issues or server performance problems
Maintain the local infrastructure including ORACLE, SQL-SERVER and VM’s with different OS flavors
Responsible for leading, developing, mentoring and auditing the support issues of the team
Inspire, guide, support and motivate team, provide direction and manage performance
Learn our existing web service products, content offerings and support tools
Study common web service terms, concepts, technologies and protocols
Stay current on product changes, release dates, scheduled service outages, etc
Perform technical product support
Collaborate directly with technical product users/developers to
Identify the product or service being used
Understand the specific nature of issue(s)
Own case through resolution
Serve as the “voice of the customer” in the product development process, providing critical feedback regarding bug and enhancement prioritization and product lifecycle decision-making
Work with external customers to assist in resolving problems of the product within their environment
Perform functional implementation of the products and ensure validations in client perspective (UAT)
Generating\maintaining Xpressfeed query libraries
Past experience with ITIL/ITSM management tools is preferred
Significant experience with relational database administration, tools and query writing on Microsoft SQL Server and/or Oracle platforms
Strong knowledge of enterprise IT infrastructure concepts, including Windows Server and Linux platforms, as well as TCP/IP networking and FTP protocols

144

At our Site Biggleswade Product Support Engineer Resume Examples & Samples

Provide a sustained high level of technical support to the company’s engineers and customers
Manage specific jobs and projects as appropriate and take responsibility for their completion
To identify and work with the Technical Management to ensure that engineers are properly resourced with the correct tooling for the tasks required of them and that these needs are identified and planned in advance
To participate in the management of warranty work, liaising with the Liebherr Group factories and customers to achieve the best outcomes for all parties
To brief and deploy engineers as required, ensuring that optimum competencies and resources are applied to each job and project
Participate in the planning of training of engineers
Undertake to participate in a rota-based out-of-hours call-out system
To assist in the resolution of commercial conflicts with customers, researching the background of these and seeking out the best overall solutions within the scope of a resolution and taking account of the wider business context and relationshipes with those customers
To investigate or participate with others in the investigation of incidents, accidents or customer technical issues, and report on these cogently in a form that will stand up to to rigorous scrutiny

145

Senior Product Support Engineer Resume Examples & Samples

5+ years experience with security standards such as HTTP/S, VPNs and IPSec
5+ years experience with Linux networking and Linux Scripting
5+ years experience using routing protocols
3+ years experience with any of the following: Wan optimization,QoS,Web Caching, CDN
Cisco CCNP or CCIE
Experience with general routing/switching, policy based routing, spanning-tree and vlan
High creativity

146

Software Product Support Engineer Resume Examples & Samples

Excellent written and verbal communication skills, including fluent in English
Strong overall knowledge/experience, along with some areas of expertise, with Linux and/or Lustre
Some knowledge of scripting and/or programming language like python
Candidates must demonstrate self-motivation, be able to coordinate efforts with other groups, including: customers, peers, field personnel, hardware product support, R&D, and 3rd-party vendor personnel
Some travel may be required periodically
Applicants should have the equivalent of at least 10 years of experience in troubleshooting large Linux-based computer systems

147

Product Support Engineer Resume Examples & Samples

Strong troubleshooting & root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services
Demonstrated creative problem-solving approach and strong analytical skills
Previous experience in software development or software consulting and support is preferable
4 years providing customer facing technical support (Web based products or e-commerce preferred)
Must be proficient with analyzing log files and standard debugging concept
Experience providing API support

148

Product Support Engineer Resume Examples & Samples

Provides consultation and escalation support to Field Service Engineers and Applications Specialists primarily via phone and e-mail
Develops training course materials and conducts or assists with training activities
Develops or assists in the development of service and support procedures for new products
Creates or assists in the preparation of Technical Alert Communications (TACs) and other field communications
Participates in new product introduction teams as a Services & Support Core Team and Extended team member
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment, software, reagents, or assays
Reports design, reliability and maintenance problems or bugs to R&D Sustaining teams
Participates in process and operation improvement opportunities
Complies with company quality management systems, policies, and procedures
Bachelor’s or Associate’s degree in Engineering
2+ years related experience, preferably in Biotech industry
Experience with service or design/manufacturing of instruments such as liquid handlers, optical detection systems or similar
Ability to work within a cross-functional team with diverse background and areas of expertise
Field service or other Support –related experiences a plus
Familiar with structured troubleshooting methods

149

Product Support Engineer Associate Resume Examples & Samples

3 years of relevant experience and a Bachelor’s Degree in Computer Science or equivalent or
1 year of relevant experience and a Master Degree in Computer Science or
Relevant experience and a PHD
Min 3 years programming skills in C/C++, Python, or Perl
Min 3 years experience in Linux/Unix and Windows operating systems
Min 3 years experience in network protocols and implementations (DNS, TCP/IP, UDP, HTTP, SSL)
Advanced technical skills in troubleshooting and problem resolution for a content delivery/streaming media environment
Thorough understanding of distributed systems, network routing, Internet principles and statistical data analysis
Knowledge in routing protocols (BGP and OSPF) and application-level protocols (overlay routing and Peer-to-Peer file sharing protocols)
Prior customer-facing experience

150

Product Support Engineer Resume Examples & Samples

The incumbent in this position develops plans, tools and metrics that can be used by the Custom Power Solutions team to improve product quality and customer satisfaction and reduce warranty costs
The incumbent serves as a consultant on product quality, warranty and CPI processes and practices for Custom Power Solutions product supporting dealers, end customers and Caterpillar personnel. The incumbent provides expertise and advice to resolve production or product problems reported back from both internal and external customers
Provides quality administration guidance, technical support and training to the Custom Power Solutions team. Supports the Key Accounts team on customer specific quality metrics
Supports internal quality certification and implementation of MQ12005 and MQ13005. Adapts and embeds existing quality policies and procedures within Custom Power Solutions and determines the best approach to implementing new enterprise quality initiatives
The incumbent leads teams to identify, investigate and obtain resolution commitments for all significant field problems to maintain/improve Custom Power Solutions product performance. Problem identification involves reports in all forms from dealers, reps, suppliers and subsidiaries. Problem investigation involves global travel to provide dealer site support, statistical analyses, analysis of returned parts, development of quick field fixes, suggested design or manufacturing improvements, etc. Documents field problems and implements interim and permanent corrective actions using CPI (Continuous Product Improvement) policies and procedures
Provides warranty administration support on Custom Power Solutions product: Initiates and maintains a “focused interaction” with Global Warranty, CPI and Parts teams as well as dealers to continuously improve the warranty service provided on Custom Power Solutions product
Reviews and approves/rejects all Custom Power Solutions product related warranty claims and provides support for claims administration issues that require escalation at the request of dealers, product groups or the DSDs
Provides warranty administration guidance and training to dealers, product groups, sales & marketing through onsite sessions, webinars and teleconferences
Develops and maintains warranty polices and guides for Custom Power Solutions product in conjunction with Global Warranty team
Provides timely and accurate responses to questions submitted to the Warranty Service Desk and the Dealer Support Network
Typical internal customers include various contacts throughout Caterpillar worldwide and its subsidiaries. External contacts include various customers, dealers and vendors throughout the worldwide markets
The position is challenged to quickly and correctly identify and rectify problems. The incumbent solves problems by determining the best course of action, within departmental guidelines from many existing solutions
The incumbent is free to determine the best way to complete job assignments in order to achieve desired results. Work is reviewed after completion, except in the most complex or high impact situations
Requires a Bachelor’s degree in Engineering/Manufacturing or equivalent experience
Requires strong product support background and direct dealer facing experience with excellent analytical and program/project management skills and thorough knowledge of quality, warranty and CPI management practices
Requires experience in the design and manufacture of Custom Power Solutions product
Requires strong interpersonal skills / ability to develop collaborative business relationships with both internal and external business partners
Requires experience with quality, warranty, CPI and product support systems (QMS, ETQ, QRQB, RWA, SIMS, SCAC, SIS, PIS, BIC/Cognos, MSCRM, I.Cubed, PDxi, eGO)
Candidates must also have strong leadership, communication and organizational skills to work with all levels of employees and customers, especially with leadership management employees
Black belt experience and knowledge of and ability to apply advanced 6 sigma tools is desirable

151

Product Support Engineer Rail-mtu UK Resume Examples & Samples

Conduct planned maintenance tasks up to QL3 level
Attend and participate in meetings with the customer
Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and finding guides)
Completion of relevant documentation
Completion of measurement calculations to agreed specifications
Proactive in the Company’s QM & H&S management processes
Maintain cleanliness of the MTU on site office
Attend local and factory training courses as required
Participate in 24/7 shift working including callout when required
Any other related activities reasonably required
Strong engineering and electrical background, ideally from automotive or off-highway industry
Strong customer service skills and the ability to interact with other customers and suppliers
Enthusiastic and proactive attitude
Ability to work 24/7 shifts

152

Product Support Engineer Resume Examples & Samples

Provide product and technical training to others in Technical Support, drive the technical competence of the team. Contributes to knowledge base
Support GSS and Tier I AkaTec team with escalations and provide product knowledge expertise
Work closely with customers and internal cross-functional teams to diagnose and resolve technical issues
Identify and report root causes seen/observed to the Manager, PLL, and Service Architect
Ensures product readiness and supportability. Anticipate support needs during product development cycle and quickly build expertise for and support new technology as it is being released
Define requirements and/or code tools in order to automate troubleshooting tasks and work towards supportability of new products
Drive self-service enhancements that help customers need support less frequently
Document, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements
Offload engineering, service performance, and mapping
Bachelors Degree in CS, MIS, or relevant engineering/science fields
8+ years of experience in technical support, engineering, IT, project management or consulting
Good understanding of QA/Testing processes
Extensive knowledge of how the Internet works (HTTP and DNS)
Programming knowledge and experience (Perl/shell scripting or Java preferable)
Knowledge of common network protocols (TCP/IP, ICMP) and tools
Knowledge of web programming (HTML, javascript, ASP, JSP)
Familiarity with technologies like: J2EE (using Tomcat and/or Websphere) or .NET architecture, Web Services (SOAP, XML), Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases
Customer focus, acts with the customer in mind, anticipates future needs and dedicated to providing superior service
Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers
Excellent verbal and written communication skills, ability to disseminate information in a clear and correct manner to both business and technical audiences
Strong relationship building skills, can positively influence the actions of others and works as a team player
Self-motivated, directed and passionate about what you do. Strives for results
Demonstrated leadership ability, prior experience mentoring others
Ability to think strategically and proactively deliver solutions that address customer needs

153

Senior Product Support Engineer Resume Examples & Samples

12 years of relevant experience and a Bachelor’s degree Computer or Electrical Engineering or its equivalent or 8 years of relevant experience and a Master’s degree in Computer or Electrical Engineering or 5 years of relevant experience and a PhD in Computer or Electrical Engineering
Minimum of 12 years professional experience required
Minimum of 5 years’ experience with CentOS and/or Red Hat Linux and associated Linux tools
Minimum of 5 years’ experience with DNS Servers and technology
Minimum of 5 years’ experience with the following internet protocols: HTTP, TCP, UDP, and/or SNMP
Experience with Tier 1, 2, & 3 Carriers/Service Providers desirable
Knowledge of Content Delivery Networks (CDN) a definite plus
Scripting experience (Bash, Perl, or Python)
Experience in one or more of the follow Routing/Switching technologies: RIP, OSPF, BGP, MPLS and/or L2 Switching
Experience in one or more of the following

154

Product Support Engineer Resume Examples & Samples

Support NPI project. Contribute to the definition of functional requirements and feature set of our products. Develop a timely, effective and well-communicated support plan as part of the overall Product Marketing Plan. Keep product support plan updated at all phases of the lifecycle so that it remains current
Create discontinuance plans for hardware/software and systems that cover product the life phases after active manufacturing including support life and obsolescence
Provide timely and effective hardware/software support via telephone, electronic or written correspondence
Develop worldwide CE documentation such as Service Notes and News Letter articles when necessary (i.e. ECO or local process change)
Master’s degree or equivalent in chemical engineering or related scientific discipline
Good presentation/teaching skills
Strong GC or Sample Introduction product knowledge
Be a strong communicator and a good team player
Good English in writing, reading and speaking

155

Product Support Engineer Resume Examples & Samples

Interfaces with GCS, R&D, Product Development, or Global Marketing on new product design to include: implementation, installation and support of software, instrumentation, and applications
May define implementation, installation, and support product integration requirements and may recommend solutions to research and development
Generates manuals, procedures and reports as needed. Supports Field Organizations and Support HQ's on difficult to resolve technical issues.  Domestic travel is required, and international travel may be required
On-call support may be required
May facilitate, coordinate, or conduct technical training as needed

156

Product Support Engineer Resume Examples & Samples

Provide global support covering all issues related to Veeva Vault and integrations with Veeva CRM and Salesforce.com
Learn everything about our software and use that knowledge to ensure client success
Support the client administrators across multiple organizations
Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, installation or configuration
Provide coordinated support for getting new releases and configuration changes into production
Gather information for analysis, carry out the necessary research, setup test environments, replicate issues locally and propose resolutions or workarounds
Be a client facing representative of the Development and Product teams
Document new processes and keep existing documentation and tools up to date as the environment changes
Interface with engineering, product management and professional services when necessary
Attend daily meetings and provide status updates

157

Product Support Engineer, Awes Resume Examples & Samples

Provide project execution support for AWES products to ensure both customized and standard solutions meet customer requirements prior to shipment
Generate documentation and conduct hardware and software training to enable support of the customized product by field service engineers and technical support
Understand what our customers want to achieve and work with the rest of the Advanced Workflow Engineering Solutions team to translate this understanding into plans for feasibility, specification, development, build, and validation (from ideation to revenue-recognition to long term support of the custom application)
Provide direct escalation support to the Field Service Engineering and Technical Support teams for AWES products
Travel to customer sites to participate in the installation and training of customers on AWES products
Successfully manage the post-sale relationship with the customer and all stakeholders
Report and escalate to management as needed
Perform risk management to minimize AWES project risks
Travel +50% is a requirement
Education: B.S. in a Life Science discipline or in Engineering is required
5+ years of professional work experience as a hands-on engineer in a life science company or discovery laboratory environment
Self-starter, organized and driven individual, with experience working in a field based (remote) location
Experience with hardware/software customization, robotics, and automated workflow development including design, implementation, providing support and training
Experience with automated scheduling software and robotics control software. Programming experience a plus
Demonstrated success in managing multiple activities/projects, priorities, or people in a fast-paced, high-growth, results-driven environment
Excellent communication, interpersonal, analytical/problem-solving skills, and the ability to work with cross-functional teams
Experience managing time-sensitive and high dollar amount projects and customer deliverables
Strong working knowledge of Microsoft Office, Salesforce.com (ServiceMax), knowledge of CAD tools a plus but not a requirement
Passion for continuous improvement
Experience with DBS tools a plus

158

Technical Product Support Engineer Resume Examples & Samples

Manage product complaints and complete within KPI timeframe
Establish & maintain communication & partnership with customers, team members and business contacts
Ensure all activities are performed following the available instructions and information, within the quality system framework
Report all relevant service activity, to ensure updated and accurate service data in the service system
Manage DMI and complete within SLA timeframe
Ensure all data and paperwork is completed accurately and on time
Ensure all quality and SOP’s are up to date and adhered to at all times
Ensure Health and Safety policy is adhered to at all times
Ensure all calibrated equipment is maintained and tracked using the calibration database
Assist in delivering Technical Training courses to both internal and external Customers
Install, service and maintain products, distributed by Baxter when required
Ensure adherence to the Enterprise Management System
Electronics related qualification, minimum ONC or equivalent
Very strong PR skills
Analytically minded
Disciplined, independent in executing tasks, but also a strong team player
Driven to deliver high quality service
Comply with regulations and standards and protect Baxter’s public reputation
The main skill of the product technical expert is continued commitment to deliver the best service solution for our customers and patients and doing this in an efficient and cost effective way
Perform phone assistance to patients or customers where needed

159

Senior Product Support Engineer Resume Examples & Samples

While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers
Ability to sit/stand/walk 8 hours per day
Ability to occasionally lift up to 25 lbs
Extended periods of time doing computer-based work
Ability to wear gloves and eye protection
Exposure to Chemicals/Solvents – Type IPA, ETOH, Isobutanol
Ability to work 3rd shift - typically from 11pm - 8am

160

Software Product Support Engineer Resume Examples & Samples

Provides technical support to field engineers, technicians and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, and/or complex software
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Resolves extremely complex technical issues in creative and effective ways
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Work with software or hardware engineering to resolve the customer issue/s
Involved in customer installation and training
Works directly with customer on technical support issues to recommend and resolve customer problems
Provides support to customer/users where the product is highly technical or sophisticated in nature
Lead larger scope projects relating to service issues
Coach and lead more junior staff
Requires a Bachelor’s degree or equivalent experience
Typically requires a minimum of 12 years of related experience
Broad knowledge of principles, practices and procedures of particular field of specialization
HPC experience required
Ability to communicate effectively across the function and often across organizational boundaries, or with customers, recommends solutions Knowledge/experience with Linux environment
Strong problem solving/analytical skills
Strong ingenuity and creativity
Ability to exercise judgment to determine appropriate action
Ability to present more complex information, with less preparation time to a wider audience
Influencing skills

161

Product Support Engineer Resume Examples & Samples

Provide advanced phone and email support on tickets off a queue regarding ADTRAN hardware and software
Serve as a customer advocate when working with other ADTRAN departments
Prior experience using tools related to diagnosis of RF and optical physical layer issues, such as electrical and optical spectrum analyzers
Thorough understanding of digital modulation technologies used in cable networks such as QAM, OFDM, and OFDMA
Demonstrated ability to diagnose and resolve physical layer issues related to HFC, RFoG, and / or EPON networks
Previous experience creating, editing, and interpreting DOCSIS configuration files
Practicing knowledge of PacketCable 2.0 provisioning, configuration, and support
Familiarity with CableLabs DOCSIS, DPoE, and PacketCable specifications. Previous participation in a CableLabs Interop event a plus
Practicing knowledge of CMTS architecture, configuration, and troubleshooting
Strong proficiency in RF disciplines related to cable MSO networks
Understanding of DWDM, digital, and analog optical networks

162

Product Support Engineer Resume Examples & Samples

Lead and manage projects resulting in significant business advantage to Insulation Systems
Provide strategic technical direction for major programs that may have a business unit and/or operating group impact
Develop patents, trade secrets and/or other intellectual property that provides a strategic business advantage
May be required to perform other related duties as assigned
Actively participate in laboratory bench work and product trials with technicians and operators
Master's degree or PhD preferred in Materials Science, Chemistry or Chemical Engineering
Ability to interface at all levels of the organization, both internally and externally
Proficient in Microsoft Word, Excel, PowerPoint, Outlook
Supervises/Leads individuals or a project team to achieve milestones and objectives by setting priorities and providing direction. May provide feedback for performance evaluations

163

Product Support Engineer Resume Examples & Samples

Resolve support Service Requests through Email/Phone/Remote or On-site visits for global customers
Troubleshoot and analyze product issues in a timely manner and follow up with the Regional customers with solution recommendations and action plans
Develop Knowledge Base, FAQ and Webinar to provide proactive solutions to customer issues and for future references
Participate in technical communications within the team to share best practices and learn about new technologies and applications
Develop technical & domain competency on management stations and Integration platforms for end customer/product setup in test-lab
Administer hotline and software application download platform for global and regional customers
Strong aptitude for learning new tools, technologies and utilize them in a customer facing environment
Must have working knowledge of Networking, MS SQL Database, Windows OS, Linux OS, Debian OS, Virtualization, Storage and basic know-how of third party protocols like OPC, BACnet & ONVIF
Good Communication & Presentation Skills
Flexible for international travel and on-site support and troubleshooting activities globally
Knowledge on BT SSP Siveillance Portfolio products like Siveillance VMS, SIPORT, Vantage, Viewpoint knowledge on SiPass will also be desirable
Level 2 or 3 Technical support experience on software products for internal or external customers

164

Product Support Engineer Resume Examples & Samples

Ability to troubleshoot and repair all but the most complex issues.Performs maintenance activities with a minimum of supervision andguidance. Leads technical outage bridges and engages appropriateresources to drive issues to closure
Acts as an advocate for Engineering Operations procedures, policies, and processes. Ensures projects and initiatives are adhering to Companystandards
Tracks and reports operational workflows; maintains records of resultsand feedback. Analyzes data and metrics, identifies problem areas, andprovides actionable insight
Acts as a technical resource in projects and initiatives and ensuressuccessful project implementation
Analyses problems in design, configuration, data flow, and data statewithin a highly complex multi-product video management system
Performs routine maintenance tests for designated areas of engineeringand ensures all maintenance is properly validated to minimize impact
Ability to add and update monitoring on system components including adding and updating system dashboards and alerts
Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) as necessary including on-call
Flexibility to travel up to 10% of the time primarily between Denver, CO and Seattle, WA

165

Product Support Engineer Resume Examples & Samples

Two to five years in the aerospace/aviation industry
Excellent written communications, organizational and interpersonal skills
Experience with electrical/mechanical systems operations and maintenance preferred
Knowledge of aviation manuals and service bulletins preferred

166

Product Support Engineer Resume Examples & Samples

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to management, public groups, and/or top management
Ability to lead a technical meeting
Ability to give technical presentations to Customers

167

Product Support Engineer Resume Examples & Samples

Analytical skills
Conceptual thinking skills
Integration - joining people, processes or systems

168

Product Support Engineer Resume Examples & Samples

Understanding of cryptographic principles and concepts
Practical understanding of complex networking and security product integrations
Time management for ensuring task and goals are met on time and within SLA
Accurately breaking down, estimating, and scheduling tasks needed to test, identify, and remediate customer product issues
Ability to work with developers, project managers and customers
Design and develop tools for test management, execution and reporting
Plan, design, and author effective test cases
Ability to manage multiple tasks and projects simultaneously
Ability to interact with Thales customers
Experienced engineer, with a minimum of 5 years of related experience to the technical skills below
Experience in testing multi- platform complex security systems
Experience in complex networking environments
Experience with leading testing efforts on integrated teams and developing and implementing sound testing methodologies
Experience with reviewing requirements and developing test cases based on those requirements
Knowledge of best practice software testing standards
Understanding of modern software development practices
Strong skills in C, Java, JavaScript, and/or Python
Linux and Windows operating system experience
Familiar with embedded systems
Good communication, presentation, and negotiation skills
Ability to work in a fast paced environment with minimal direct supervision

169

Product Support Engineer Resume Examples & Samples

BS in computer science, IT, Healthcare informatics, or the equivalent
Proficiency with technologies such as: Information Systems Networks, Microsoft technologies including SQL Server, Windows XP, Windows Server, Visual Studio, Active Directory, Relational Databases, VMware, SANS, Citrix and tools for troubleshooting a variety of HW, SW and networking problems
Excellent troubleshooting and critical thinking skills, with the ability to write troubleshooting or configuration modifying scripts
Excellent teamwork skills along with the ability to assess and initiate corrective actions
Strong customer service and communication skills, both written and verbal
Development Engineering experience of clinical IT products
MCSE or A+ certification or equivalent

170

Technical Product Support Engineer Resume Examples & Samples

Support our partners and end-customers during the integration phase
Support our partners when problems occur on their customer sites
Support our local support teams in different countries
Maintain and enhance our technical knowledge base
Perform all kinds of technical services for partners and end-customers of our partners
Act as interface to our partners for all technical issues
Answer telephone calls, email and service requests coming in via web system
Solve problems directly or enable partners to solve problems
Reproduce problems
Track issues in case management system
Document solutions, problems and defects in our knowledge base system
Escalate problems to development
Provide product feedback from partners and end-customers to product management, development and account management
In rare cases onsite technical support
IT background
Very good Microsoft Windows knowledge
Basic technical understanding of Windows server and networks
Competence of problem solving in the IT environment
Very good German language skills, excellent English language skills
Solution-oriented way of working
Team-oriented

171

Product Support Engineer Resume Examples & Samples

Provides engineering support to customers through the performance of projects such as on-site installation, fault troubleshooting, and training of complex equipment and systems
Provides guidance on product entry into service, system integration support, and production optimization
Consultation regarding the application of products, technologies in tandem with industry-specific applications
Serve as focal contact for customer questions and field engineer support to answer questions regarding product lines as assigned
Enter data in CRM database, review and track on a daily interval and provide updates to customer and management
Communicate and work with other departments to solve complex problems involving various elements
Find solutions to problems and assist customers to work through technical difficulties
Receive customer feedback and escalate appropriately for future consideration
Learn about product updates and new technologies
Create service bulletins, CMM’s, and support troubleshooting in the El Segundo repair facility
Review Customer Support License Agreements to ensure that entitlements are in order and inform Customer Administration if inconsistencies are found
Training of customers on proper use, operation and maintenance of Teledyne Controls’ Products
Prepare and conduct technical presentations to internal and external customers
Drive product improvement efforts and reliability related engineering design changes
Serve as the internal customer for product improvements during engineering design reviews
May be required to work on an Aircraft to resolve the issue or procedure
Travel to Customer sites, industry conferences as necessary
Bachelor's degree (B.A.) in Engineering, Computer Science or Aeronautical discipline; at least three to five years of related experience and/or training; or equivalent combination of education and experience
Strong MS Office (Word, Excel, PowerPoint, Outlook) skills are required
Proficient communicator via Telephone, e-mail, cloud applications
Able to enter, monitor and report on issues using a CRM helpdesk tool
Experience with any of the following programming languages: Microsolf SQL, Java, JavaScript, C#, C++, Python is highly desirable
Software background in Teledyne products such as AirFASE, AGS, GBAT, LSE or Triggers and Logic compiling strongly preferred
Avionics and Aviation systems experience strongly preferred
FAA Repair Station knowledge desirable
This position requires up to 25% domestic travel and up to 15-20% International travel

172

Product Support Engineer Supervisor Resume Examples & Samples

Supervises a staff of Product Support Engineers with a wide range of Cargo Handling Systems
Provide leadership and oversight to ensure timely and accurate creation of all product service documentation and delivery of product training to meet and exceed business and customer expectations
Investigate airline cargo handling system problem reports and identify systems and component issues and escapes to Cargo System Engineering to drive timely resolution
Ensure product service documentation (e.g. Service Bulletins, Service Information Letters) are create accurate and clearly communicated to all necessary parties
Ensure team is gathering reliability data from the field and supporting investigations into warranty claims
Deploy the necessary resources to support the business and ensure the correct staffing level are in place support the departments workload
Develop standard work for the department and continue to drive improvements leveraging the ACE tools to help increase department efficiencies
Work with the department to integrate the Customer Response Center’s (CRC) standard tools and support 24/7 product support efforts
Provide Engineering support to the UtAS Global Network of service centers (Global Maintenance, Repair and Overhaul (MRO) centers
Responsible for oversight on small projects or multiple tasks within functional discipline
Provides resolution of issues and monitors integration of work
Drives continuous improvement for development engineering processes and uses ACE tools to improve the department and streamline department procedures
Ensures the use of UTAS Product Introduction (UPI) tools in new product development when applicable
Reviews technical concepts of projects to ensure customer, regulatory, assembly, and manufacturing requirements are met
Supports development and management of department budgets
Work with the other Engineering departments to ensure lessons learned and product improvement ideas are implemented in new system designs
Audits work area for safety compliance
Adheres to all UTAS rules and codes of conduct
Strong Leadership skills
Excellent Problem Solving Skills
Knowledgeable in customer communication in a technical setting
Excellent oral and written communication skills, including ability to present information to all levels of management and leadership
Ability to multi-task and work in a high pace environment
3D CAD experience or training is desired
Experience in aerospace engineering design and manufacturing environment is desired
Knowledge of commercial and/or military specification is desired
Understanding of commercial and/or military aerospace design protocol is desired
Experience with aerospace certification and qualification requirements is desired
Willing to learn and grow technical skills and stay current with technology
Sufficient skills to prevent errors and ensure accuracy

173

Product Support Engineer Resume Examples & Samples

Support and owns key service management activities, be that ownership of particular control product, unit attributes or investigations. Responsible for the execution of these activities through the in-service lifecycle
Review in-service control product requirements to ensure that these are in line with current capability, and highlight any deficiencies where appropriate. Work in conjunction with fellow team members to define the appropriate strategy for the implementation and execution of in- service management activities
Develop and establish a working knowledge of the product, understanding of the broader system, and any external influence in order to ensure that the right in-service management policy is carried out
Work with other functions / organisations both internally and externally to ensure that investigation requirements are met in line with either regulatory or customer needs
Provide support in resolving technical issues in a structured way, to ensure product technical requirements and/or investigations are resolved in a timely manner
Develop, document, and maintain policies, procedures, and associated guidelines for the investigation of equipment within the controls product support function as appropriate
Produce technical reports where required, to document the work carried out within your role
Relevant engineering degree or equivalent experience
Sound knowledge of engineering principles in their subject area
Engineering experience, preferably in a relevant engineering environment, with a working knowledge or product design, manufacturing and test methods
A demonstrated ability to manage a variety of tasks
A good working understanding of the control and measurement system requirements and capabilities and how these interface with products under investigation
An ability to interpret data and provide an informed opinion and conclusions based on the data
Professional courage to highlight areas of concern and risk with regard to suitability of a product to meet its requirements in a safe and functionally appropriate way
An ability to carry out, identify and manage risk in collaboration with team members
An appreciation of materials and manufacturing processes
A board understanding of business outside immediate department including key commercial drivers
Good time management skills able to prioritize and execute tasks in a high-pressure environment
Good written, oral, and interpersonal communication skills, able to communicate ideas in both technical and user-friendly language
Skilled at working within a team-oriented, collaborative environment or as a sole contributor
Experience of a customer facing role is advantageous

174

Ctct Product Support Engineer EU Resume Examples & Samples

Minimum two year degree in technology related field or work related experience
Trimble machine control and office product technical experience preferred
Fluent with CAN/J1939, Ethernet, and wireless communications
English language skills – verbal and written
Data processing computer skills
Travel (majority international 40%)
Self-starter with demonstrated passion for the business
Microsoft Office competency
Google Suites competency
Windows and Droid OS competency
Competency in LAN and WLAN configurations

175

Senior Product Support Engineer Resume Examples & Samples

Single point of contact/customer focal for SATCOM router connectivity issues within assigned region
Technical hands on experience IP/Networking and SATCOM troubleshooting
Analyze technical issues and determine corrective action plan
Identify correct software, hardware, and databases for Aircraft and Work with Customer on installation
Support new delivered aircraft, Entry into Service (EIS)
Provide technical training to customers on the use of the equipment, service and tools
Develop strong working relationships with customers and internal teams (sales, operations)
Conduct preliminary diagnostics for hardware and software issues, initiate vendor service calls, track status of open calls, resolve problems whenever possible, and escalate problems to engineering groups when appropriate
Document system procedures to create standard work procedures to be use by systems and customer support teams
Foster customer satisfaction by maintaining regular contact and timely response to inquiries
Understand new developments and features and convey to customers
Work with Engineers and 3rd party vendors to troubleshooting and drive solutions
Represent the Flight Services organization as the primary technical contact on system interaction and operational issue
Satisfy all customer request per established Service Level Agreements
Record all reported field events, enabling fast effective trend recognition
When required, negotiate and dispatch on-site personnel to support customer technical needs
Proactively monitor the health of the Honeywell network
Manage established internal and external (customer) network notification
Execute timely and accurate root cause corrective actions to identified network effecting issues
Develop and provide Tier III support and customer training for an array of mobile app in the areas of Cabin Services, Flight Support and Maintenance

176

Product Support Engineer Internship Resume Examples & Samples

Assisting with Technical Department – Volvo Penta Sweden on all Technical and Aftermarket support functions and systems for Volvo Penta
Liaison with local Dealer network, Original Equipment Manufacturer (OEM) and End User network regarding all Technical and Aftermarket support functions and systems
Volvo Action Service and 24hrs Helpdesk support
Application Support to Sales Engineering
Product warranty control and claims
To assist in investigating engine and component failure, and to compile the failure analysis report
Product Support Administration
Marketing exposure with regard to Aftermarket Campaigns/Promotional Activities
Complaints handling – Customer Service
Products (tools and engines)
Minimum N3/Matric
Qualified Technical Trade (Diesel related field)

177

Product Support Engineer Resume Examples & Samples

Product / problem analysis to get to root cause of defect in Teradata database software
Code software fix, perform tests and merge in to code base for software defect reported in DR (Discrepancy Report)
Mentoring and development of resources as needed

178

Entry Level Product Support Engineer Resume Examples & Samples

Support Material Review Board (MRB) evaluation and disposition
Adhere to all UTAS rules and codes of conduct
BA/BS engineering degree (ABET-accredited University) (Mechanical Engineering preferred)
3D CAD experience or training is desired
Experience in aerospace engineering design and manufacturing environment is desired

179

Mid Level, Product Support Engineer Resume Examples & Samples

Provide sustaining engineering support to aircraft manufactures, airlines and other aftermarket customers
Audit work area for safety compliance
Experience with aerospace certification and qualification requirements is desired
Ability to multi-task and work in a high pace environment

180

Product Support Engineer Resume Examples & Samples

In-depth knowledge of Teradata products
Lead discussions with internal and external customers to deliver technical analysis and solutions for Teradata product issues
Recreate problems to assist with root cause analysis
Interact with Engineering and peers to isolate product defects
Adhere to Teradata Incident Management Process
Identify and implement process, product and tool improvement
Treat every customer professionally and with respect; ensure positive customer experience and satisfaction
Coordinate proper escalations, where needed, for unresolved issues
Gain and maintain current knowledge of Teradata Customer Services Policies, Procedures and Service offerings
Create knowledge on new learnings
Experience working in a mission critical, 24/7 environment
Technical mentoring of team members
Proficient with LINUX and/or other OS environments
Work effectively in a geographically dispersed support team environment
Demonstrated problem solving skills and analytical abilities
Ability to work effectively both independently and in a team environment
Strong time management skills and multi-tasking abilities
Demonstrated experience supporting customers using complex products
Knowledge of z/OS operating system and TSO
Knowledge of z/OS JCL and REXX
Knowledge of problem reproduction techniques on z/OS
Experience installing CICS application programs
Experience programming in C, z/Assembler, or COBOL

181

Application Development & Product Support Engineer Resume Examples & Samples

Engineer or Equivalent in Power, Electrical & Electronic, Control and Instrumentation
Experience in design or startup Drives system in Crane, lift & Hoist industry with 7 to 10 years of experience
Experience in PLC and HMI system
Previous working experience as Application engineer in similar industries (CLH) with some drive company
Strong Communication skills and very strong technical skills
Impart knowledge to employees, partners and customers

182

Technical Product Support Engineer V Resume Examples & Samples

Provides leadership of new product introductions and early learning shipments, resolution of critical long-term customer issues with upper management, and identifying special projects for successful implementation and completion. May support multiple products across multiple regions / customers as required. Responsible for the product Hardware performance at a strategic customer or region. Manages Hardware & Software technical customer escalations
Drives Failure Analysis to identify long term technical issues, the plans for resolution, and develops the design to correct the issue
Provides Alpha Site leadership (NPI, JDA, Eval) of Engineering specifically related to installation, operation, calibration, service and /or testing of a new hardware, process or software design in house or on an engineering tool for the most complex new products and/or most critical customers
Drives multi-function taskforces to address customers' complex design related issues such as device performance or yield related issues. This includes both process and hardware redesign efforts. Additionally, drives program management (from concept through customer acceptance and formal release)
Supports GPS in the generation of documentation such as CENs and BKMs. Creates and reviews documentation covering technical improvements, system upgrades, and support plans. Presents at customer level. Ensures field implementation. Organizes and manages on-site training for early learning shipments and new product introductions. Enhances local team product technical knowledge by frequent knowledge transfer from the BU to the account and proactive training
Regarded as the technical expert in their particular field
Demonstrates in-depth and/or breadth of expertise in own discipline and broad knowledge of other disciplines within the function

183

Global Product Support Engineer Resume Examples & Samples

Provides on-site advanced level technical support to analyze, troubleshoot and manage escalations and provide performance improvements solutions of Lam PECVD Deposition semiconductor processing equipment in a clean room environment at customer site
Communicates with Customers, Products, Field Sales, Business Development and other organizations to ensure closure of product issues
Works closely with Account GM(s), CSOMs and other senior level leaders in Field, CSBG and GPG
Requires at least 35% travel to various customer locations. This position may require periodic overseas travel and is based out of the Tualatin, OR area

184

Product Support Engineer Resume Examples & Samples

Experience within Project Management and technical writing
Ability to lead and/or work on cross-functional teams to achieve common goals, teaming with upstream suppliers to our process and downstream customers or our process
Excellent writing, communication and organization skills, in order to convey complex thoughts in straightforward manner
Ability to apply technical knowledge of service and/or manufacturing processes
Excellent judgment and decision-making capability, applying knowledge of regulations in practical manner to support the business in a compliant fashion
Establishment of priorities and ability to meet multiple deadlines

185

Process / Product Support Engineer Resume Examples & Samples

Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors
When not on-site supporting customers may also be called upon to participate in 24/7 phone and email support, as well as various other Internal Activities such as Project/ Sales Engineering and Quality Initiatives
Bachelor’s Degree in Mechanical, Electrical or Chemical Engineering preferred
1-3 years related experience
Exposure to the printed circuit board and semiconductor packaging industries preferred
Thorough understanding of Engineering principals; which include reading and understanding electrical and electronic schematics, fluid dynamics, electro-mechanics, etc
Highly motivated and self managing
Analytical thinker with great troubleshooting skills with a desire for design engineering
Strong customer communication skills
Strong computer skills with Windows Office applications such as Word, Excel, and Power Point
Supporting software to aid in the design of components and systems such as Solid Works
Ability to travel from 50- 75%; both domestic and internationally

186

Product Support Engineer Resume Examples & Samples

Provides training to 1st Line Support
Routinely collaborates with product groups to provide relevant input, based on in-depth market knowledge, into product development / enhancement and new product opportunities
Develop and maintain training materials, manuals, and learning management system
High quality of response to customers
Working with customers over the phone in resolving problems
Translates technical issues to customers
PMDS Competencies

187

Product Support Engineer Resume Examples & Samples

Build and maintain appropriate and effective product support network with external and internal customers
Customer support activities—response to enquiries by phone, email, etc 24/7
Coordinate resolution of customer technical complaints
Train customers and internal staff on operation, installation and maintenance of switchgear
Oversee installation of ABB equipment at customer sites
Technical feedback, product suitability and competitor product analysis
Develop and maintain product technical literature
Assist with development of marketing strategies

188

Product Support Engineer Resume Examples & Samples

Give necessary product support for Danfoss sales, marketing teams and customers
Participate in technical aftersales service at customers together with Sales
Support value selling activities
Drive and conduct product benchmarks
Support requests for new product variants and product change requests (CRS/CC/PPAP) in cooperation with Product Managers and Supply Chain
Ensure accuracy of product data
Support process of reducing portfolio complexity
Prepare and maintain technical literature (Data Sheets, Engineering Sheets, product introduction materials, etc.)
Coordinate adequate product approvals and certificates
Drive and deliver product trainings internally & externally
Degree in Mechanical Engineering or similar (good understanding of fluid mechanics, heat transfer, mechanical design, material properties…)
Practical knowledge of HVAC systems desired
Experience as a trainer or technical support will be an asset
Fluent English - both written and spoken

189

Product Support Engineer Resume Examples & Samples

Bachelor degree or above in mechatronics engineering or related
At least 5-year of working experience in manufacturing engineering or R&D
Proved ability in mechatronics system design and debugging
Knowledge and experience on Lean manufacturing
Strong English skill in writing, listening and speaking
Good planning, organizing and presentation skills

190

Application Development & Product Support Engineer Resume Examples & Samples

Experience in design or startup Drives system in Heavy Industry like Metal, cement and Paper industry with 7 to 10 years of experience
Previous working experience as Application engineer in Heavy Industry with some drive company
Strong communication skills with strong technical skills
Good team player; energetic and passionate

191

Product Support Engineer Resume Examples & Samples

Troubleshoot and resolve complex, critical and sensitive support issues over the phone, electronically and occasionally on-site
Engage with next level support, development or product management
Recreate customer issues and if needed document solutions to known issues
Manage status and activity reporting to customer and SUSE Services
Availability to occasionally be on call after hours and on weekends (rotation and will be compensated)
Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or related degree (or equivalent experience)
Ability to utilize a computer and software programs to understand and resolve technical product issues, locate potential software bugs, etc
Position requires a strong technical aptitude. Able to quickly learn and understand new technologies
Outstanding customer service skills (via phone, e-mail, chat, and in person). Ability to provide accurate and timely response and resolution to customer issues over the phone or electronically
Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution - a core ethos of doing whatever is necessary to keep the customer happy
Ability to troubleshoot and analyze complex issues and offer alternative solutions, making timely logical decisions based on overall customer needs
Position requires a strong sense of responsibility, self-motivation and the ability to prioritize and organize workload to complete multiple, simultaneous workloads
Fluent written and verbal communication in English
Desire to pursue quality and continuous improvement
Ability to work in a dynamic team environment with other highly skilled, motivated team members
Experience with heterogenous networks and network operating systems such as Linux, Unix, Solaris and Windows
Scripting/programming experience (C/C++/ shell, Python, Perl). Familiar with multi-thread programming
Ability to travel from time to time to customer locations and resolve technical issues while maintaining good relationship with Customer and Customer Care/Technical Support is required
Prior experience in front line technical support position highly desired or solid in shell usage and basic system commands
IT/Technical support/SUSE Linux Services IT/Technical support/SUSE Linux Services Technical Support or as a system administrator for Linux OS (SUSE and/or Red Hat)
Familiar with rpm based Linux systems
Understanding of LPI1, CLP, RHCA, CompTIA Linux+ or equivalent (certification helpful)
Solid understanding hardware architectures, predominantly x86 and x86_64
Good understanding of virtualization technologies (XEN, KVM, VMware, Hyper-V)
Experience with remote services and remote filesystems (NFS, Samba/CIFS)
Experience with maintaining Cloud, SAP or Storage solutions
LI-LK1

192

Product Support Engineer Resume Examples & Samples

Experience supporting cloud deployed systems, e.g. Microsoft Azure
Knowledge of Windows server and client technology
Experience with databases (Microsoft SQL) and scripting
Efficient, effective and respectful communication skills both with customers and within internal departments. Including
Programming (e.g. C#)
Scripting in Linqpad, Powershell or similar
Linux operating system
Elastic Search, Postman, Kibana, Azure Application Insights
Knowledge of video, sensors or audio would be an advantage

193

Product Support Engineer Resume Examples & Samples

Working knowledge on UNIX,WINDOWS, and SQL
Experience in producing operational and procedural documentation to a high standard
Skilled with standard SQL
Knowledge on ticketing tools i.e. Remedy etc
At least 3 years of good experience in Unix environment and SQL commands
Strong on experience in file operations
Hands on experience and knowledge on system processes
Ability to communicate status updates to project team and management
Ability to work independently as well as Team
Required Interpersonal Skills
Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients
Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques
Strong troubleshooting and error analysis skills
Good working knowledge on SQL
Capable of working in a team environment
Capable of acting as Lead in the absence of Team Lead
Understanding of process management concepts
Strong experience in file operations
Good experience on system processes

194

Principal Product Support Engineer Resume Examples & Samples

Provide Escalation (Tier 3) Support
Resolve issues that were unable to bring to resolution by lower support tiers
Develop custom configurations and feature enhancements for missing features
Analyze products bugs and work closely with R&D and PM to prioritize and schedule their fixes
Manage partners integration
BS in Computer Science or similar degree
10+ years experience in a technical support position, preferably with a networking technology company
5+ years as escalation engineer within L3/L4 support groups
3+ years experience with Linux networking and Scripting
3+ years experience using routing protocols
Thorough understanding of TCP/IP
Adaptable and able to learn new techniques
Excellent interpersonal and communication skills
Commitment to Excellence

195

Product Support Engineer Web Performance Resume Examples & Samples

In depth knowledge of core Internet technologies (HTTP and DNS, routing)
Comprehensive knowledge of common network technologies (TCP/IP, ICMP) and tools
Demonstrable previous success in one of the following; technical support, engineering, IT, project management or consulting
Familiarity with content delivery networks, Cloud Computing
Experience as a team lead
Network Topology, Data centers design, Enterprise Networking environments
Knowledge with reading and understanding of TCP packet captures
Experience with Perl or shell scripting
Knowledge of web programming (HTML, javascript, ASP, JSP)
Familiarity with one or more of the following technologies: Tomcat and/or Websphere architecture, Web Services (API, SOAP, XML), Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases

196

First Line Product Support Engineer Resume Examples & Samples

Post-sales phone and web based 1st line technical support
Perform problem determination, and escalate to 2nd Line support as required
Ability to organise and establish priorities
Team player with an ability to work in a flexible manner
Working knowledge of Microsoft Windows and Office applications
Fluency in Mandarin and English a must
LI-LK1

197

Associate Product Support Engineer Resume Examples & Samples

Provide global support covering issues related to Veeva Vault
Learn everything about our software and use that knowledge to ensure client success
Handle inquiries regarding technical issues, information requests on application capabilities, navigation, and installation or configuration
Work with engineering, product management and professional services when necessary
Attend meetings and provide status updates

198

Global Product Support Engineer Resume Examples & Samples

Primary role will be to become atmospheric [FI] Robot and FI Mainframe Expert for CSG products. [Kawasaki, Yaskawa, Sankyo etc]
Acts as an intermediary between customer and factory. Ensures the implementation of Customer Newsletters, BKM's, Safety Notices, and retrofits; and communicates performance/reliability issues
Provides New Product requirements for Field Support tasks. Specifically related to Field Manuals, spare parts lists generation, Visual spare Parts Identifier, Design-for-Serviceability, BKMs
Provides Beta Site Support. Specifically related to installation, operation, calibration, service and/or testing of a new hardware, process or software design
Provides system support for engineering systems in reliability and/or applications lab. Provides engineering relief by working assigned projects in conjunction with vendors, customers and engineering owner. Act as a mentor for junior levels engineers
Field Escalation Focal Point: Provides for a contact point within the factory for Field Support Engineers, account teams, and/or customers to call upon. Resolves customer problems, complaints and issues utilizing appropriate internal and external resources. Act as crisis manager when necessary. Makes presentations at the engineering and management level to customers on system upgrades, support plans, technical demonstrations. There may be travel to customer or vendor sites, around 10%
Organizes and implements training seminars for customers and field service engineers on product upgrades, customer problems, concerns and possible solutions (Product Specialist Meetings)
Creates technical publications and reviews documents covering technical improvements
Develop top 5 lists through the use of Non Conformance database, manage Corrective Actions through closure in FRACAS, and inform the field through the use of Customer Newsletters or internal bulletins. May need to project manage retrofits as needed
Assists field service engineers and customers with on-site training when necessary. Helps training department to define necessary training for field service engineers on system upgrades and new systems components
Initiates and provides review of Engineering Change Orders to ensure data supports fix and follow up with communication to the field
Develops and presents financial analysis on retrofits, warranty costs, etc., Works with spares to help set initial stocking levels
Controls expenses within Applied Materials guidelines

199

Product Support Engineer Resume Examples & Samples

Definition, verification and reproduction of escalated product issues
Product problem resolution verification (bugs/enhancements)
Updates status of problem resolution in Blackboard Transact’s ticketing system
Updates customer and ticket owner on problem resolution status
Works with Development’s escalation team, when necessary to explain reported and verified problems to programmers
Drives product improvements by acting as liaison with other technically oriented customer service groups including Training and Product Management
Assists in supporting beta installations
Participates in or manages internal projects as required by management. This includes projects such as post release status updates, training, authoring technical documents, and testing applications in sandbox environments
Other related duties as appropriate and required by management
Minimum 3 years of experience supporting Blackboard Transact’s product suite
Excellent skills in troubleshooting software
Excellent listening and customer facing, verbal and written communication skills
Able to document accurately and thoroughly
Exceptional organizational and time management skills
Able to multi-task when necessary
Associates or Bachelor’s degree in a technical or related field preferred
Professional certification (e.g., MCSE)
Specialized technology certification (e.g., MCDBA)

200

Senior Product Support Engineer Resume Examples & Samples

Assess the operational status of Superchargers and diagnose problems remotely by analyzing data collected by vehicles and charging stations
Recognize trends and patterns from field data and proactively work with the relevant design teams to drive necessary actions
Work across internal departments to ensure new types of issues are investigated and that countermeasures are being appropriately implemented
Support technicians in the field by developing new troubleshooting procedures as needed, occasionally travelling to perform field work or investigations
Available for occasional off-hours calls and work
Able to communicate and work effectively between various engineering groups and field service personnel
Strong analytical problem solving skills and hands-on experience with hardware, mechanical/software tools, instruments, CAN or similar protocol analysis
Experience with complex automotive/electromechanical systems, preferably electric vehicles or high voltage DC systems such as DC storage, solar power, or DC-DC converters
Able to read and interpret electrical schematics, firmware code, and use both to debug a system
Experience with embedded C/C++, SQL/MYSQL, python scripting and data presentation

201

Senior Product Support Engineer Resume Examples & Samples

· You will be responsible to research, triage, resolve and schedule the fixes to production systems
· You will adhere to and enhance administrative, operational and technical policies and procedures
· You will develop and support internal tools
· At least 3-8 years of experience in Development/Production support
· At least 3 years of Production support experience with large enterprise system
· Strong SQL, PL/SQL skills
· Knowledge of Unix shell scripting
· Ability to work independently and multi-task to meet critical deadlines in a rapidly changing environment

202

Product Support Engineer Resume Examples & Samples

· You will identify possible production failure scenarios, create enhancements/problem tickets and communicate effectively with Development, Client Services, Infrastructure & other teams
· You will review, approve and execute data corrections and other ad-hoc production requests from internal/external partners
· You will identify vulnerabilities and improvement opportunities; maintain records to develop a trend analysis that will drive improvement in Production support services
· You will create ad hoc reports for internal/external users
· A Bachelor’s degree in Computer Science/Engineering or equivalent
· At least 2-5 years of experience in Development/Production support
· An ITIL certification is preferred
· At least 1 year of experience in developing web applications using Python, Django/Flask
· At least 1 year of Production support experience with large enterprise system
· Strong analytical, problem solving and communication skills

203

Senior Product Support Engineer Resume Examples & Samples

Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience)
About 4 or more years programming experience in one or more of the following languages: Java, JavaScript, Python
Experience providing SaaS support is desirable

204

Product Support Engineer Resume Examples & Samples

Expert knowledge of TCP/IP and HTTP at the packet/protocol level
Strong knowledge of protocols including but not limited to: SSL, FTP, DNS, SMTP, ICAP, CIFS, MAPI, authentication protocols (LDAP, RADIUS, NTLM)
Knowledge of streaming protocols, instant messaging, SOCKs, PKI is a plus
Expert in analyzing packet traces of the above protocols
Proficiency in understanding and troubleshooting networking issues
Strong analytical, troubleshooting and Customer Service skills
Solid authoring skills to document behavior, resolution and workarounds
An understanding of general operating system structure and function
Ability to self-direct work and work simultaneously on multiple issues
Experience with enterprise systems/network monitoring systems
Strong understanding of multiple routing and switching protocols
5 to 7 years Senior Level technical Support experience in networking/security/proxy products problem resolution at the packet and protocol level Ability to use network analysis tools such as Wireshark, TCPdump, and Sniffers Excellent working knowledge of protocols and general networking principles Experience in both embedded operating systems and Windows a plus

205

Product Support Engineer Resume Examples & Samples

Fluency in social media platform
Isolate the problem to a service issue or a bug or a channel partner issue or channel limitation
Troubleshoot Sprinklr API and Social Channel API Issues
Independently identify and escalate urgent engineering issues, track and report on trends
Root Cause Analysis through debugging code and log files
Taking ownership of the Engineering tickets and work with the Engineering Team for resolution within SLAs
Develop and maintain knowledge of the existing and upcoming Sprinklr products. Identify Training Needs

206

Product Support Engineer Resume Examples & Samples

Coordinate specific aircraft program technical support activities including resolution of technical problems with in-service hydromechanical products
Represent Triumph technically at airline and aircraft OEM customers
Troubleshoot field return units and conduct root cause investigations
Coordinate the resolution of in-service product problems through concept, design and validation with response 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. Maintain field reliability data for specific products
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 including, LEAN Manufacturing, and personal development training
The successful applicant will have good communication skills with a strong background of technical writing experience
BSME is required
3 to 10 years of mechanical design experience, some technical experience in fluid handling equipment a plus
Experience in drawing review and Geometric Dimensioning and Tolerancing is preferred
Experience with industrial or aerospace high power variable and fixed frequency motor drives is a plus
Experience diagnosing root causes of failures of mechanical systems
Strong hands-on troubleshooting or fault isolation skillset (scientific method)

207

Product Support Engineer Resume Examples & Samples

Plan and execute engineering changes for design issues, product improvements and part obsolescence issues
Conduct failure investigations of electronic control units (ECU) and their sub-components
Write engineering technical reports of investigation findings or to support engineering changes
Perform trend analyses on root causes and monitor product reliability
Provide a technical interface for customers’ engineering questions/requests
Support repair station activities: Service Bulletins, Component Maintenance Manuals, and technician troubleshooting
Disposition of non-conforming material (MRB)
BSEE is required
3-5 years of experience
Experience in Avionics, Instrumentation, Control System Design, or Electronics Product Engineering is preferred
Experience diagnosing root causes of failures within both analog and digital circuit designs

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