Customer support engineers respond to customer inquiries about technical problems through an Internet-based system, telephone calls, and email. They must have strong communication skills, both verbal and written, and be able to work under pressure to solve the technical problems for personal and business clients.
The customer support engineer documents calls from clients and provides troubleshooting help to find the problem and isolate it. They then must find the resolution and ensure the clients expectations are met in a timely manner. The customer support engineer works closely with quality assurance and engineering departments or personnel to further investigate and resolve issues. These engineers must have vast product knowledge and need to keep abreast of their industry. The customer support engineer will also assist in system configurations and support programs after hours.
Customer support engineers work a variety of shifts, and they may work long hours if trying to solve a difficult problem. Customer support engineers may also be required to travel for meetings or to help fix a difficult problem.
Customer support engineers typically need a bachelor's degree in computer science, computer programming, software engineering, or a related field. Many companies request prior work experience in either an information technology setting or as a support or systems analyst. These engineers need to have strong web application experience, as well as experience with UNIX/LINUX and Java. They must also possess a strong knowledge of basic computer programs such as the Microsoft Office suite.
Customer Support Engineer Tasks
- Use debugging tools, simulations, and scripts to isolate and fix problems.
- Guide and assist with installations and technical training, including documentation.
- Directly troubleshoot and solve technical issues with customers.
- Document customer needs, problems, interventions and interactions, informing clients as changes occur.