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Become A Customer Support Engineer

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Working As A Customer Support Engineer

  • Interacting With Computers
  • Getting Information
  • Identifying Objects, Actions, and Events
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Mostly Sitting

  • Repetitive

  • $86,043

    Average Salary

What Does A Customer Support Engineer Do At General Electric

* Uses troubleshooting techniques and programming skills tomake needed modifications to customer database and ensure information integrity
* Uses troubleshooting techniques and programming skills toanalyze and resolve customer issues as assigned in compliance with the standardturn-around time or project milestones
* Uses standard utilities and programming skills, deliversoftware to customer sites from GEHC standard version libraries as well asupdates GEHC system with resolutionstatus
* Supports product or application with little or no assistance,maintains a high level of quality following all GEHC department standards
* Is responsible for quality solutions to be implemented atclient sites
* Understands and follows departmental standards
* Adheres to and advances the use of GEHC coding conventions,debugging techniques, tools, and documentation.
* Acts as a technical resource to other members of thedepartment and customers
* Analyzes and resolves most software issues with minimumassistance
* Specifies, sets up, codes, and processes complex conversionand interfaces for assigned clients meeting all project plan dates set
* Has in-depth knowledge of at least 1 major product.
* Supportsmultiple products or suites, while maintaining a high level of quality,following all GEHC department standards
* Has a concentration in/familiarity with other applicationsto develop integration expertise
* May write or contribute user/technical documentation andcase notes
* Meets with customers as necessary, analyzes their needs, andprovides insight into products and their functionality
* May be required to work overtime, on-call, weekends, andholidays
* Identify and report any personal quality or complianceconcerns immediately to the Quality Organization, ensure timely dispatchclosure
* Ensure completion of all field modifications instructions(FMI’s) within prescribed timeframe
* Participate in continuous improvement activities byidentifying and appropriately escalating process and product quality gaps
* Flexibility to provide onsite support, as needed
* Provides customer support in 24x7 environment

What Does A Customer Support Engineer Do At United Technologies Corporation

* Lead field investigations and drive corrective action
* Supporting Field Service Representatives and customers at US and non
* US locations
* Author Position Papers to convey Pratt & Whitney's technical and logistical recommendations to the field upon resolution of complex technical issues
* Develop logistics plans and implement corrective actions
* Coordinate teams that are sent out to customer locations for special inspections, data collection, and evaluation of designs
* Drive customer satisfaction by influencing the design for supportability, maintainability, and life cycle cost
* Develop maintenance procedures and coordinate with customer for incorporation and updates
* Present major issues and propose solutions to internal management team and external customers
* Support and present as required internal safety meetings
* Coordinate and present technical issues in support of customer conferences
* Integrate customer issues with the PW core engineering and provide support for system activities in developing and executing field implementation plans in support of flight test and standard flight operations
* Coordinate activity to resolve issues affecting engine readiness and customer satisfaction
* Form and lead cross functional teams with the customer, CSE, and CIPTs to resolve F117 engine operation, test, troubleshooting and logistical issues
* Lead investigations on engine or aircraft interface issues to identify root cause of anomalies and identify improvements
* Develop and implement logistics plans for corrective actions in the field
* Write Position Papers using technical data provided by other organizations to transmit recommendations and verify effectiveness and closure of recommendations
* Coordinate with Component Integrated Product Teams (CIPTs) to support including activities involved in implementing, conducting, DR, SIB, or MIP investigations and submission of a DR or MIP final letter or report.
* Co
* Lead, coordinate, prepare and present technical and in support of Propulsion Technical Meetings and Propulsion Users Conferences
* Present major issues and solutions to internal management team and external customers in various communications meetings
* Participate in Weekly customer telecons to provide status of CSE activities
* Support and present monthly to the F117 internal safety meeting
* Create, manage and execute presentations across multiple organizations

What Does A Customer Support Engineer Do At Schneider Electric

* As a CSE, you will be provided support to a subset of the extensive Wonderware product line.
* This is to allow a CSE to develop specialized knowledge and experience on those products.
* In particular, the primary products for this role will be Wonderware InTouch and Wonderware Application Server.
* Support also involves setting up and reproducing customer issues along with documentation of issues and resolutions in CRM systems.
* As a member of the GCS team, the successful candidate is responsible for covering a phone queue during the normal business hours.
* Support personnel covering this queue typically will carry a caseload in the mid-teens, although actual load may vary.
* CSEs can participate in the annual events, such as Wonderware User Event.
* Responsibilities include presentations, product demo, etc.
* When required or requested, CSEs may go on customer site visits to solve the issues or to provide consultancy services in conjunction with the associated customer.
* In this position you will be required to perform knowledge transfer activities such as writing Tech Notes, knowledge objects, articles, delivering WebEx sessions, and similar.
* Required Skills, Experience, and Education
* Degree in technical field such as Computer Science, Computer Engineering, Electrical/Electrical Engineering and at least 5 years of related work experience or 8+ years of demonstrable knowledge and implementation or troubleshooting experience with Wonderware products as a Wonderware Systems Integrator, Distributor Certified Support Provider, Schneider Electric employee or as a customer who has used the product.
* Willingness to learn other Wonderware products and having a background in computer or industrial automation hardware is also required.
* In-depth experience with key Microsoft products:
* Operating Systems such as Windows Server OS, Windows Client OS
* Microsoft SQL Server
* Microsoft Office (Word, Excel, Power Point.)
* Valid Passport is required
* Excellent written and oral English communication skills are necessary;
* Preferred Qualifications
* Proficiency in other languages in addition to English is a plus.
* Field Experience implementing Wonderware related software (specifically InTouch, Application Server).
* Special Notes
* Position may require a small amount of domestic travel

What Does A Customer Support Engineer Do At Avtec Systems, Inc.

* Prioritize and provide customer support and technical issue resolution via e-mail, phone and other electronic medium.
* Determine most cost effective repair/resolution to minimize customer downtime.
* Confer with other functions to clarify or resolve problems and develop corrective action, method improvement to resolve problems for complex issues.
* Enter and track issues in a tracking database, keeping customers apprised of work status, and drive all issues to closure.
* Must be able to relay detailed instructions to customer and interpret documents including technical operating manuals and maintenance instruction/agreements.
* Escalate product performance issue (software/hardware) within the tools provided (Salesforce, Rally, etc.) and resolve and/or drive to conclusion.
* Issue Return Material Authorizations (RMA’s) per company policy which may include additional steps to create quotes, placing collection calls, and resolving part number variances.
* Write and submit product defects in a tracking system.
* Provide after-schedule support on an as needed basis.
* Provide on-site customer support service/training on an as needed basis as requested by management.
* Must be able to travel 25% of time.
* Develop Troubleshooting algorithms for the primary Scout performance issues

What Does A Customer Support Engineer Do At Resound

* AREAS)
* Demonstrate a systematic process for identifying root causes or events and an approach for responding to them
* Determine operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions
* Document calls from clients and provides troubleshooting help to find the problem and isolate it
* Define strategy/technique for overcoming defects or other problems pertaining to hardware/software
* Develop technical documents, instructions, and training for support personnel
* Collaborate with PM, Ops and/or QA departments to further investigate, resolve or escalate hardware/software issues
* Guide and assist with software and hardware installations
* Perform software quality assurance
* Document process used by our customers and validate the system (fitting software, hearing aids, accessories and apps) before each release
* Ability to travel and perform onsite troubleshooting (5
* Educate Customer on product features/software/accessories
* Remain current on programming software
* Ability to knowledgeably discuss our products/features with customers
* Ability to guide our customers through advanced software walkthrough
* Ability to guide our customers through advanced troubleshooting steps

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How To Become A Customer Support Engineer

Most employers require network and computer systems administrators to have a bachelor’s degree in a field related to computer or information science. Others may require only a postsecondary certificate.

Education

Although some employers require only a postsecondary certificate, most require a bachelor’s degree in a field related to computer or information science. There are degree programs that focus on computer network and system administration. However, because administrators work with computer hardware and equipment, a degree in computer engineering or electrical engineering usually is acceptable as well. Programs in these fields usually include classes in computer programming, networking, or systems design.

Because network technology is continually changing, administrators need to keep up with the latest developments. Many continue to take courses throughout their careers and attend information technology (IT) conferences to keep up with the latest technology. Some businesses require that an administrator get a master’s degree.

Licenses, Certifications, and Registrations

Certification programs are generally offered directly from vendors or from vendor-neutral certification providers. Certification validates knowledge and best practices required from network and computer systems administrators. Companies may require their network and computer systems administrators to be certified in the product they use. Microsoft and Cisco offer some of the most common certifications.

Other Experience

To gain practical experience, many network administrators participate in internship programs while in school.

Advancement

Network administrators can advance to become computer network architects. They can also advance to managerial jobs in information technology (IT) departments, such as computer and information systems managers.

Important Qualities

Analytical skills. Administrators need analytical skills to evaluate network and system performance and determine how changes in the environment will affect them.

Communication skills. Administrators must be able to describe problems and their solutions to non-IT workers.

Computer skills. Administrators oversee the connections of many different types of computer equipment and must ensure that they all work together properly.

Multitasking skills. Administrators may have to work on many problems and tasks at the same time.

Problem-solving skills. Administrators must be able to quickly resolve any problems that arise with computer networks.

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Customer Support Engineer jobs

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Real Customer Support Engineer Salaries

Job Title Company Location Start Date Salary
Customer Support Engineer Big Switch Networks, Inc. Santa Clara, CA Oct 05, 2015 $130,000 -
$160,000
Customer Support Engineer Gainspeed, Inc. Sunnyvale, CA Mar 28, 2016 $125,000
Customer Support Engineer Cisco Systems, Inc. Boxborough, MA Sep 27, 2016 $125,000 -
$151,400
Principal Technical Customer Support Engineer Netscout Systems Inc. Westford, MA Dec 21, 2016 $125,000 -
$130,000
Customer Support Engineer Viptela, Inc. San Jose, CA Aug 09, 2016 $125,000
Customer Support Engineer Cisco Systems, Inc. San Jose, CA Feb 26, 2016 $125,000 -
$135,000
Customer Support Engineer Cisco Systems, Inc. Parkton, NC Sep 12, 2015 $122,757 -
$143,800
Customer Support Engineer Cisco Systems, Inc. San Jose, CA Nov 20, 2015 $121,016 -
$167,500
Customer Support Engineer Cisco Systems, Inc. Richardson, TX Jul 04, 2016 $120,400 -
$143,800
Customer Support Engineer Big Switch Networks, Inc. Santa Clara, CA Jul 11, 2016 $120,099 -
$165,000
Customer Support Engineer Planet Labs Inc. San Francisco, CA Aug 24, 2016 $120,000
Customer Support Engineer Cisco Systems, Inc. San Jose, CA May 31, 2016 $120,000 -
$152,500
Customer Support Engineer Gainspeed, Inc. Sunnyvale, CA Oct 10, 2016 $120,000
Customer Support Engineer Cisco Systems, Inc. San Jose, CA Oct 15, 2015 $117,720 -
$135,000
Customer Support Engineer Dassault Systemes Biovia Corp. San Diego, CA Oct 19, 2016 $100,000
Customer Support Engineer Dassault Systemes Biovia Corp. San Diego, CA Jun 30, 2016 $100,000
Customer Support Engineer Cisco Systems, Inc. Austin, TX Jan 07, 2016 $100,000 -
$112,800
Customer Support Engineer Cisco Systems, Inc. Boxborough, MA Jan 07, 2016 $99,424 -
$151,400
Customer Support Engineer Cisco Systems, Inc. Richardson, TX Jan 13, 2016 $97,968 -
$143,800
Customer Support Engineer Cisco Systems, Inc. Parkton, NC Feb 25, 2016 $97,790 -
$143,800
Customer Support Engineer Cisco Systems, Inc. Parkton, NC May 31, 2016 $97,273 -
$112,800
Customer Support Engineer Cisco Systems, Inc. San Jose, CA Oct 06, 2016 $97,200 -
$135,000
Customer Support Engineer Nokia Solutions and Networks Us LLC Irving, TX Jan 10, 2016 $87,608
Customer Support Engineer Cisco Systems, Inc. Parkton, NC Jan 12, 2015 $87,500 -
$112,800
Customer Support Engineer AMAX Global Services Inc. Fremont, CA Apr 01, 2015 $87,402
Customer Support Engineer Cisco Systems, Inc. Richardson, TX Jan 13, 2016 $87,160 -
$112,800
Customer Support Engineer KLA-Tencor Corporation Hopewell Junction, NY Aug 12, 2015 $87,131
Customer Support Engineer KLA-Tencor Corporation Milpitas, CA Mar 19, 2015 $86,840 -
$90,840
Customer Support Engineer Cisco Systems, Inc. Carlsbad, CA Aug 15, 2015 $86,736 -
$147,300
Customer Support Engineers Metaswitch Networks Corporation San Francisco, CA Sep 12, 2016 $86,500

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Top Skills for A Customer Support Engineer

HardwareCustomerSupportTechnicalSupportProductsCustomerServiceSupportEngineerTroubleshootRemoteSupportDatabasePCLan/WanUnixPrintersCustomerSatisfactionWebLabRoutersDesktopSetupBackup

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Top Customer Support Engineer Skills

  1. Hardware
  2. Customer Support
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Support included problem solving, answer technical questions on proprietary hardware, product installations, and network connectivity.
  • Delivered on-site customer support for lithography systems, including installations and maintenance support.
  • Performed software installations, upgrades and technical support for NACT customer's billing systems.
  • Experience in a customer support department for high tech products.
  • Responded to customer service requests regarding technical problem notifications.

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