A customer support engineer is responsible for providing the highest customer service by responding to the customers' inquiries and concerns and resolving their complaints regarding the technical products of the company. Customer support engineers handle escalated requests, determine technical solutions, and write resolution reports for reference. They also manage the installation and upgrades of network systems based on clients' specifications to ensure that their systems work with maximum performance. A customer support engineer must have excellent communication and technical skills, especially in recommending improvements to prevent system failures and minimize customers' complaints.

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Customer Support Engineer Responsibilities

Here are examples of responsibilities from real customer support engineer resumes representing typical tasks they are likely to perform in their roles.

  • Manage a monthly SharePoint user group to help improve the SharePoint customer experience.
  • Manage live broadcasts that are delivered via the Internet using HTML and JavaScript.
  • Support the SAN team for storage expansion, with the NEXSAN support systems and managing HDD appliance.
  • Lead technical operations for an innovative workforce virtualization movement, including initial design and improvement of technical systems and processes.
  • Perform troubleshooting and investigations of technical issues for the Java front-end and database backend of the product.
  • Sole builder of XML records via UNIX/shell scripting & creator of SQL queries, train QA co-worker Unix/SQL.
  • Run cabling to PC's and/or switches for network connectivity, as well as troubleshoot minor network connectivity issues.
  • Assist in installation and configuration of Microsoft CRM.
  • Provide input for key changes the internal CRM.
  • Upgrade and installation of motherboards on POS OS.
  • Develop XSLT to format returning XML from vendors.
  • Standardize all drawings need to fabricate and assemble PCB's.
  • Implement dynamic web content using JSP, HTML and JavaScript.
  • Used SCCM to image workstations and install various necessary programs.
  • Deploy applications using a web base SCCM tool to newly image computers

Customer Support Engineer Job Description

Between the years 2018 and 2028, customer support engineer jobs are expected to undergo a growth rate described as "faster than average" at 10%, according to the Bureau of Labor Statistics. So if the thought "should I become a customer support engineer?" Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of customer support engineer opportunities that are projected to become available by 2028 is 83,100.

Customer support engineers average about $39.75 an hour, which makes the customer support engineer annual salary $82,674. Additionally, customer support engineers are known to earn anywhere from $59,000 to $114,000 a year. This means that the top-earning customer support engineers make $54,000 more than the lowest earning ones.

As is the case with most jobs, it takes work to become a customer support engineer. Sometimes people change their minds about their career after working in the profession. That's why we looked into some other professions that might help you find your next opportunity. These professions include a support, support analyst, service engineer, and software support technician.

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Customer Support Engineer Skills and Personality Traits

We calculated that 15% of Customer Support Engineers are proficient in Customer Support, Technical Support, and Customer Service. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.

We break down the percentage of Customer Support Engineers that have these skills listed on their resume here:

  • Customer Support, 15%

    Acted as primary customer support agent interfacing with customers to connect CISCO business units to meet their requirements effectively and efficiently.

  • Technical Support, 10%

    Provided technical support for global customer networks, including configuration, troubleshooting and laboratory simulations for a variety of networking protocols.

  • Customer Service, 9%

    Acquired additional information on incident tickets submitted via customer service representatives and escalated higher impact severity incidents to Tier II support.

  • Customer Satisfaction, 7%

    Coordinate repair in a time efficient and courteous manner to minimize disruption in system utilization and earn excellent customer satisfaction.

  • CSE, 5%

    Provide complex level systems, product training and mentoring other CSE's and assist in problem resolution where required.

  • Linux, 4%

    Perform Windows server 2000/2003, UNIX, Linux Red Hat, Linux CentOs, Virtual Server, Installation and Administration.

Choose From 10+ Customizable Customer Support Engineer Resume templates

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Most customer support engineers list "customer support," "technical support," and "customer service" as skills on their resumes. We go into more details on the most important customer support engineer responsibilities here:

  • Customer-service skills can be considered to be the most important personality trait for a customer support engineer to have. According to a customer support engineer resume, "computer support specialists must be patient and sympathetic" customer support engineers are able to use customer-service skills in the following example we gathered from a resume: "generated improved problem correction and enhanced customer support through development of web interface to integrate a 3-tier database with production systems. "
  • Another trait important for fulfilling customer support engineer duties is listening skills. According to a customer support engineer resume, "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Here's an example of how customer support engineers are able to utilize listening skills: "communicated with customers, sales representatives, account managers, and technical staff to assure customer satisfaction. "
  • Speaking skills is also an important skill for customer support engineers to have. This example of how customer support engineers use this skill comes from a customer support engineer resume, "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "prepared and presented material depicting trends in reported failures and resultant corrective action to airline representatives. "
  • A customer support engineer responsibilities sometimes require "writing skills." The responsibilities that rely on this skills are shown by this resume excerpt: "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." This resume example shows how this skill is used by customer support engineers: "performed technical writing and publication of aircraft performance data materials and developed customer training materials. "
  • Another common skill for a customer support engineer to be able to utilize is "problem-solving skills." Support workers must identify both simple and complex computer problems, analyze them, and solve them. A customer support engineer demonstrated the need for this skill by putting this on their resume: "provided customer support, answered questions and resolved problems with telephone dialing equipment system. "
  • See the full list of customer support engineer skills.

    After discovering the most helpful skills, we moved onto what kind of education might be helpful in becoming a customer support engineer. We found that 60.8% of customer support engineers have graduated with a bachelor's degree and 10.4% of people in this position have earned their master's degrees. While most customer support engineers have a college degree, you may find it's also true that generally it's possible to be successful in this career with only a high school degree. In fact, our research shows that one out of every seven customer support engineers were not college graduates.

    The customer support engineers who went onto college to earn a more in-depth education generally studied electrical engineering and computer science, while a small population of customer support engineers studied business and electrical engineering technology.

    Once you've obtained the level of education you're comfortable with, you might start applying to companies to become a customer support engineer. We've found that most customer support engineer resumes include experience from KLA, Raytheon Technologies, and Alteryx. Of recent, KLA had 27 positions open for customer support engineers. Meanwhile, there are 17 job openings at Raytheon Technologies and 15 at Alteryx.

    If you're interested in companies where customer support engineers make the most money, you'll want to apply for positions at Nokia, Comverse Technology, and NETSCOUT. We found that at Nokia, the average customer support engineer salary is $105,021. Whereas at Comverse Technology, customer support engineers earn roughly $104,559. And at NETSCOUT, they make an average salary of $100,450.

    View more details on customer support engineer salaries across the United States.

    We also looked into companies who hire customer support engineers from the top 100 educational institutions in the U.S. The top three companies that hire the most from these institutions include Microsoft, Cisco, and EMC.

    The three companies that hire the most prestigious customer support engineers are:

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    What Supports Do

    A support employee is responsible for assisting the business operations and responding to customers' inquiries and concerns regarding its goods and services. Support logs all customers' interaction and escalates potential complaints to the appropriate department. They also help with implementing strategic procedures to improve operations and reach maximum productivity. A support employee must have excellent communication and customer service skills, ensuring clients' satisfaction with the services and maintain good feedback to boost the company's brand, attract more clients, and increase revenues.

    In this section, we take a look at the annual salaries of other professions. Take support for example. On average, the supports annual salary is $46,447 lower than what customer support engineers make on average every year.

    Even though customer support engineers and supports have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require customer service, customer satisfaction, and linux in the day-to-day roles.

    There are some key differences in responsibilities as well. For example, a customer support engineer responsibilities require skills like "customer support," "technical support," "cse," and "sql." Meanwhile a typical support has skills in areas such as "cash management," "hr," "inventory control," and "ladders." This difference in skills reveals how truly different these two careers really are.

    Supports really shine in the professional industry with an average salary of $50,563. Whereas customer support engineers tend to make the most money in the technology industry with an average salary of $85,278.

    On average, supports reach similar levels of education than customer support engineers. Supports are 4.7% less likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.

    What Are The Duties Of a Support Analyst?

    The role of support analysts is to resolve problems with hardware, computer programs, and peripherals. They may focus on a particular aspect of the information technology (IT) department or give technical support to end-users. They mainly detect issues with IT equipment and software and devise solutions to resolve these issues. Also, they are responsible for answering queries from users, preparing service records, and handling escalations. Support analysts also support the company's IT operations and best practices by creating and distributing relevant IT documents.

    The next role we're going to look at is the support analyst profession. Typically, this position earns a lower pay. In fact, they earn a $6,685 lower salary than customer support engineers per year.

    While the salary may be different for these job positions, there is one similarity and that's a few of the skills needed to perform certain duties. We used info from lots of resumes to find that both customer support engineers and support analysts are known to have skills such as "customer support," "technical support," and "customer service. "

    In addition to the difference in salary, there are some other key differences that are worth noting. For example, customer support engineer responsibilities are more likely to require skills like "cse," "sql," "san," and "corrective action." Meanwhile, a support analyst might be skilled in areas such as "troubleshoot," "application support," "patients," and "issue resolution." These differences highlight just how different the day-to-day in each role looks.

    It's been discovered that support analysts earn lower salaries compared to customer support engineers, but we wanted to find out where support analysts earned the most pay. The answer? The finance industry. The average salary in the industry is $93,871. Additionally, customer support engineers earn the highest paychecks in the technology with an average salary of $85,278.

    When it comes to the differences in education between the two professions, support analysts tend to reach similar levels of education than customer support engineers. In fact, they're 1.5% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.

    How a Service Engineer Compares

    A service engineer is responsible for assisting the customers' concerns regarding the products and services offered by the company through technical support solutions. Service engineers conduct preventive maintenance, upgrade systems to boost optimal performance, create product manuals, record the occurring issues, perform adjustments on the systems infrastructure, identify business opportunities to generate more revenues, and analyze current market trends to meet client demands. A service engineer must have excellent communication skills, including extensive knowledge of the technology industry and network systems.

    The service engineer profession generally makes a higher amount of money when compared to the average salary of customer support engineers. The difference in salaries is service engineers making $4,477 higher than customer support engineers.

    While looking through the resumes of several customer support engineers and service engineers we discovered that both professions have similar skills. These similarities include skills such as "customer support," "technical support," and "customer service," but they differ when it comes to other required skills.

    There are many key differences between these two careers as shown by resumes from each profession. Some of those differences include the skills required to complete responsibilities within each role. As an example of this, a customer support engineer is likely to be skilled in "cse," "sql," "san," and "crm," while a typical service engineer is skilled in "infrastructure," "cloud," "database," and "azure."

    Service engineers make a very good living in the technology industry with an average annual salary of $99,362. Whereas customer support engineers are paid the highest salary in the technology industry with the average being $85,278.

    When it comes to education, service engineers tend to earn similar education levels than customer support engineers. In fact, they're 2.4% less likely to earn a Master's Degree, and 0.0% less likely to graduate with a Doctoral Degree.

    Description Of a Software Support Technician

    A software support technician is responsible for resolving software application issues, diagnosing related system failures, and writing resolution reports for reference. Software support technicians must be highly-familiarized with the system's infrastructure and interface to immediately diagnose malfunctions and identify maintenance techniques to prevent the reoccurrence of downtimes and delays. They also assist the system engineers in the configuration and optimization of networks, including the installment of upgrades and patch updates. A software support technician must have excellent organizational and communication skills, especially in navigating computer tools and applications to create support tickets and fix the customers' issues efficiently.

    The fourth career we look at typically earns lower pay than customer support engineers. On average, software support technicians earn a difference of $3,004 lower per year.

    While their salaries may vary, customer support engineers and software support technicians both use similar skills to perform their jobs. Resumes from both professions include skills like "customer support," "customer service," and "linux. "

    While some skills are shared by these professions, there are some differences to note. "technical support," "customer satisfaction," "cse," and "sql" are skills that have shown up on customer support engineers resumes. Additionally, software support technician uses skills like troubleshoot, database, phone calls, and sql server on their resumes.

    Software support technicians earn a higher salary in the finance industry with an average of $86,283. Whereas, customer support engineers earn the highest salary in the technology industry.

    The average resume of software support technicians showed that they earn similar levels of education to customer support engineers. So much so that the likelihood of them earning a Master's Degree is 2.1% less. Additionally, they're more likely to earn a Doctoral Degree by 0.2%.