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.
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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.