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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

  • $89,579

    Average Salary

What Does A Customer Support Engineer Do

Computer networks are critical parts of almost every organization. Network and computer systems administrators are responsible for the day-to-day operation of these networks. They organize, install, and support an organization’s computer systems, including local area networks (LANs), wide area networks (WANs), network segments, intranets, and other data communication systems.

Duties

Network and computer systems administrators typically do the following:

  • Determine an organization’s network and computer system needs before setting one up
  • Install all network hardware and software and make needed upgrades and repairs
  • Maintain network and computer system security and ensure that all systems are operating correctly
  • Collect data in order to evaluate and optimize network or system performance
  • Add users to a network and assign and update security permissions on the network
  • Train users in the proper use of hardware and software
  • Interpret and solve problems when a user or an automated monitoring system alerts them that one exists

Administrators manage an organization’s servers and desktop and mobile equipment. They ensure that email and data storage networks work properly. They also make sure that employees’ workstations are working efficiently and stay connected to the central computer network. Some administrators manage telecommunication networks.

In some cases, administrators help network architects design and analyze network models. They also participate in decisions about buying future hardware or software to upgrade their organization’s network. Some administrators provide technical support to computer users, and they also may supervise computer support specialists who help solve users’ problems.

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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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Do you work as a Customer Support Engineer?

Customer Support Engineer Jobs

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Customer Support Engineer Career Paths

Customer Support Engineer
Software Engineer Systems Analyst Information Technology Manager
Data Center Manager
9 Yearsyrs
Project Manager Information Technology Project Manager Information Technology Director
Director Information Technology Infrastructure
13 Yearsyrs
Quality Assurance Engineer Business Analyst Information Technology Manager
Director Of Information Technology Security
12 Yearsyrs
Engineer Systems Engineer Information Technology Director
Director Of Information Technology Services
12 Yearsyrs
Senior Network Engineer Information Technology Director
Director Of Infrastructure Operations
13 Yearsyrs
Systems Administrator Engineer Senior Software Engineer
Director Of Software Development
12 Yearsyrs
Senior Network Engineer Network Administrator Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Systems Engineer Systems Administrator Information Technology Director
Director, Technical Operations
10 Yearsyrs
Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Network Engineer Information Technology Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Systems Engineer Information Technology Consultant Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Project Manager Management Consultant Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Software Engineer Senior Systems Engineer Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Technical Support Engineer Systems Administrator Information Technology Project Manager
Infrastructure Project Manager
11 Yearsyrs
Consulting Network Engineer Senior Network Engineer Infrastructure Manager
Senior Manager Infrastructure
12 Yearsyrs
Technical Support Engineer Systems Engineer Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Senior Systems Engineer Technical Consultant Sales Engineer
Technical Account Manager
7 Yearsyrs
Quality Assurance Engineer Senior Software Engineer Technical Manager
Technical Operations Manager
8 Yearsyrs
Engineer Security Officer Service Technician
Technical Services Manager
7 Yearsyrs
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Do you work as a Customer Support Engineer?

Help others decide if this is a good career for them

Average Length of Employment
Top Employers Before
Engineer 4.6%
Technician 3.6%
Consultant 3.3%
Top Employers After
Engineer 4.7%
Consultant 4.6%

Do you work as a Customer Support Engineer?

Customer Support Engineer Demographics

Gender

Male

82.9%

Female

15.3%

Unknown

1.8%
Ethnicity

White

52.3%

Asian

16.9%

Hispanic or Latino

14.7%

Black or African American

9.6%

Unknown

6.5%
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Languages Spoken

Spanish

32.1%

Carrier

14.1%

French

9.0%

Russian

6.4%

Japanese

6.4%

Mandarin

5.1%

Arabic

3.8%

Hindi

2.6%

Korean

2.6%

Portuguese

2.6%

Chinese

2.6%

Hebrew

2.6%

Estonian

1.3%

Cherokee

1.3%

Italian

1.3%

Ukrainian

1.3%

Bengali

1.3%

Cantonese

1.3%

Tamil

1.3%

Armenian

1.3%
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Customer Support Engineer Education

Schools

University of Phoenix

13.8%

Northeastern University

9.6%

Wichita State University

8.3%

San Jose State University

6.3%

George Washington University

5.4%

University of Texas at Austin

5.4%

Strayer University

5.0%

Rochester Institute of Technology

4.6%

University of Massachusetts - Lowell

4.2%

Community College of the Air Force

4.2%

Ohio State University

3.8%

Rensselaer Polytechnic Institute

3.8%

Northern Virginia Community College

3.8%

Santa Clara University

3.3%

University of Texas at Dallas

3.3%

More Tech Institute

3.3%

Colorado Technical University

3.3%

Villanova University

2.9%

Wake Technical Community College

2.9%

University of North Carolina at Greensboro

2.9%
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Majors

Electrical Engineering

20.6%

Business

13.3%

Computer Science

12.5%

Electrical Engineering Technology

7.2%

Computer Networking

6.1%

Information Technology

5.8%

Computer Information Systems

5.6%

Computer Engineering

5.3%

Mechanical Engineering

3.5%

Computer Applications

2.8%

Management

2.7%

Project Management

2.6%

Engineering

1.9%

Management Information Systems

1.9%

Communication

1.8%

Computer Technical Support

1.7%

Information Systems

1.7%

Education

1.1%

Industrial Technology

1.0%

Engineering And Industrial Management

1.0%
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Degrees

Bachelors

43.0%

Masters

20.4%

Other

15.8%

Associate

11.7%

Certificate

4.6%

Diploma

3.6%

Doctorate

0.9%
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Job type you want
Full Time
Part Time
Internship
Temporary

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
Principal Technical Customer Support Engineer Netscout Systems Inc. Westford, MA Dec 21, 2016 $125,000 -
$130,000
Customer Support Engineer Cisco Systems, Inc. Boxborough, MA Sep 27, 2016 $125,000 -
$151,400
Customer Support Engineer Viptela, Inc. San Jose, CA Aug 09, 2016 $125,000
Customer Support Engineer Gainspeed, Inc. Sunnyvale, CA Mar 28, 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 Gainspeed, Inc. Sunnyvale, CA Oct 10, 2016 $120,000
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 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 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
Customer Support Engineer Cisco Systems, Inc. Lawrenceville, GA Oct 01, 2015 $86,300 -
$143,800

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Top Skills for A Customer Support Engineer

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  1. Technical Support
  2. Computer
  3. Products
You can check out examples of real life uses of top skills on resumes here:
  • Developed and implemented monthly score cards to provide visual snapshot of infrastructure performance and technical support services.
  • Performed support tasks, troubleshoot and repaired computer systems, and maintained peripheral equipment throughout the organization.
  • Performed preventative and remedial maintenance of EMC maintained products at customer locations in different operating environments.
  • Acquired additional information on incident tickets submitted via customer service representatives and escalated higher impact severity incidents to Tier II support.
  • Mentored support engineers both locally and globally on customer interaction skills, maintenance, troubleshooting and data interpretation.

How Would You Rate Working As a Customer Support Engineer?

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Top Customer Support Engineer Employers

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