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Become A Senior Customer Support Engineer

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Working As A Senior 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

  • $97,020

    Average Salary

What Does A Senior Customer Support Engineer Do At United Technologies Corporation

* The Customer Support Group provides technical support for wheel and brake programs to the airlines.
* A customer support engineer is assigned various civil aircraft programs and performs the following activities:
* Represent UTC Aerospace Landing Systems technically at aircraft OEM and airline customers
* Coordinate specific aircraft program technical support activities including resolution of technical problems with in-service products.
* Coordinate the resolution of general in-service product problems and respond to customer inquiries for assigned program(s) in a timely manner.
* Coordinate development of Component Maintenance Manuals, Service Bulletins, Service Letters, and Product Deviations Authorizations.
* Prepare and deliver airline technical sales presentations.
* Prepare and conduct product maintenance and overhaul training.
* Provide Manufacturing and Service Center support on technical issues.
* Actively participate in new program design/development activities

What Does A Senior Customer Support Engineer Do At General Electric

* Uses advanced troubleshooting techniques networking andprogramming skills to make needed modifications to customer database to ensureinformation integrity for the customer.
* Uses advanced troubleshooting techniques and programmingskills to analyze and resolve customer issues as assigned in compliance withthe standard turn-around time or project milestones.
* Uses standard utilities and programming skills, deliversoftware to customer sites from GEHC standard version libraries.
* Updates GEHC system with resolution status.
* Supports product or application with little or noassistance, while maintaining a high level of quality following all GEHCdepartment standards.
* Is responsible for quality solutions to be implemented atclient sites.
* Understands and follows corporate, divisional anddepartmental standards.
* Adheres to and advances the use of GEHC coding conventions,debugging techniques, tools, and documentation & amp; nbsp.
* Expert in the use of a wide range of debugging techniques.
* Has in-depth knowledge of at least 1 major product.
* Analyzes and resolves complex software issues with minimumassistance.
* Assists in conducting business evaluations and documentfindings in the agreed upon turn-around times.
* Serve as an escalation point within the team to increaseknowledge and decrease escalations.
* Acts as a resource, coach, and mentor as applicable, includingserving as a functional resource to staff and customers.
* Identify knowledge gaps and trends to develop training andbuild the skills of fellow engineers.
* Contributes quality articles to the knowledge base, alsoresponsible for technical reviews of other team members articles.
* Specifies, sets up, codes, and processes complex conversionand interfaces for assigned clients as applicable - meeting all project plandates set.
* Displays in-depth knowledge to support multiple products orsuites with little or no assistance, while maintaining a high level of qualityand 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 dispatch closure.
* Ensure completion of all field modifications instructions(FMI’s) within prescribed timeframe & nbsp.
* Participate in continuous improvement activities byidentifying and appropriately escalating process and product quality gaps,providing solutions when possible.
* Flexibility to provide onsite support, as needed.
* Providesadvanced customer support in 24x7 environment

What Does A Senior Customer Support Engineer Do At Morphotrust USA

* Installs complete AFIS sites including hardware, software, X-load, matcher, partitioning, disk space analysis, etc
* In cooperation with Regional Service Manager, prepares preventative maintenance schedules for remote sites
* Performs preventative and remedial hardware and software maintenance and system administration on assigned MorphoTrak’s products; Provides assistance on installations and removals.
* Installs field change orders, when required
* Writes UNIX shell scripts to analyze and process data, write utilities to simplify AFIS operations and communications
* Ensures defective parts are returned correctly and in a timely manner
* Tracks assigned inventory
* Troubleshoots and promptly escalates customer service issues and other systems anomalies to Technical Support and Support Management to ensure a swift solution MORPHO RESTRICTED
* For individuals assigned to on-site locations, serves as primary on-site contact to MorphoTrak offices
* Makes decision for proper support procedures when system problems arise
* Works with software developers on system enhancements
* Prepares and reports status and attends project support meetings to ensure compliance with customer requirements
* Commit to the Quality Principles of “Customer First, Do it Right the First Time, and I own Quality”
* On average, s/he works on more complex tasks/projects than a Customer Support Engineer (I) and (II), as assigned by the Manager
* Required Skills
* Must have good decision-making skills to be able to take appropriate decisions within the framework of established department and company policies and practices in a remote environment
* Must have excellent analytical and problem-solving skills to be able to work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of multiple factors
* Must be able to operate independently with minimal supervision within established department/company practices and execute appropriate action
* Must be customer oriented
* Must have excellent verbal and written communication as well interpersonal skills to be able to interact effectively and precisely with company staff and clients
* Must be able to maintain a professional appearance at all times
* Must be willing to travel and to work at alternate hours when required to meet varying customer volume requirements
* Required Experience
* Must have a Bachelor’s degree in Computer Science, Mathematics, Physics, etc
* Must have a minimum of five years’ experience in field service/customer support
* Must demonstrate a proficient knowledge of central processing units and customer service techniques
* Must be able to run associated diagnostics
* Must have experience using UNIX in a professional environment
* Must have strong computer skills with a good knowledge of Windows OS; must be comfortable with hardware and software solutions
* Must have a valid driver’s license and a reliable transportation for long distance driving
* We are an equal opportunity employer.
* We evaluate qualified applicants without regard to race, color, religion, sex,
* sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.
* Job Location
* Concord, New Hampshire, United States
* Position Type
* Temporary
* Access Level
* US Citizens who are not citizens of any other country; eligible to work on Secure Credentialing

What Does A Senior Customer Support Engineer Do At Cymer, An ASML Company

* Perform analysis of structural issues of the systems at our customers.
* Evaluate new product designs for serviceability, quality, and reliability.
* Identify structural improvements to the design of ASML products and estimate their impact on CS operation.
* Identify structural improvements to the Service Mix and implement them globally in CS
* Handshake and validate Service Mix that is supplied with new products and functionalities by Development & Engineering while safeguarding the needs for CS Fab Teams to be able to execute maintenance independently of external support.
* Creates and maintains service processes and procedures.
* Transfer and maintain all relevant knowledge to the CS field engineers through documentation, training and Knowledge Transfers.
* Facilitate and maintain a global competence network.
* Communicates concisely with peers and management (Status, issues, ideas for improvement).
* Develops/refines business processes.
* Performs other duties as assigned

What Does A Senior Customer Support Engineer Do At Bruker Corporation

* Provide front line scientific application support and instrument related system support, including: Install and repair of FMBU instruments in the field; Customer training on software and hardware; Customer facing communication (including technical and training presentations and potential upgrades that could be purchased to support applications).
* Provide system-level support by providing application and instrument diagnostics and troubleshooting though both phone support and direct customer interaction.
* Provide technical leadership, team coordination, analysis, corrective actions, on-site execution, and effective internal and external communication for customer service needs.
* Contribute to New Product Introductions (NPI) through the Product Life Cycle (PLC) process with respect to service deliverables.
* Service deliverables include designing for serviceability; installation, acceptance, and training documentation; developing and maintaining continuous improvement knowledge bases; and more.
* Independently develop customer facing and internal training curriculum, author training material, deliver training courses, lab sessions, administer both written and lab tests, and manage service engineer certification for assigned group of products.
* Maintain technical proficiency and field engagement though effective on-site support executing installation, customer training, preventative maintenance, troubleshooting/fix, and upgrades for assigned group of products.
* Aid manufacturing by producing instruments internally as required by operations
* Have hands-on experience and knowledge on at least multiphoton microscopy and preference for two of the four techniques: multiphoton microscopy, super resolution, fluorescent confocal microscopy, lightsheet
* Product demonstrations – able to set-up and demonstrate our products
* Executing samples measurement to technically advance an opportunity
* Providing pre/post sales technical support including service of the systems.
* Other duties may be assigned.
* ESSENTIAL FUNCTIONS:
* High level application and instrument support
* Escalation support (technical analysis, cross-functional engagement, plan of action, on-site support, etc…)
* Product Life Cycle (PLC) management for service deliverables:
* New Product Introduction (NPI)
* Sustaining PLC
* Delivery of training
* manufacturing and manufacturing support
* sales support including product demonstrations and workshop support
* ADDITIONAL RESPONSIBILITIES:
* Other duties as assigned

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How To Become A Senior 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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Senior Customer Support Engineer jobs

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Senior Customer Support Engineer Demographics

Gender

  • Male

    86.4%
  • Female

    11.3%
  • Unknown

    2.3%

Ethnicity

  • White

    70.5%
  • Asian

    17.1%
  • Hispanic or Latino

    7.8%
  • Unknown

    4.0%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    27.3%
  • Arabic

    18.2%
  • Dutch

    9.1%
  • German

    9.1%
  • Hebrew

    9.1%
  • French

    9.1%
  • Carrier

    9.1%
  • Cheyenne

    9.1%
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Senior Customer Support Engineer

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Senior Customer Support Engineer Education

Senior Customer Support Engineer

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Real Senior Customer Support Engineer Salaries

Job Title Company Location Start Date Salary
SR. Customer Support Engineer Velocloud Networks, Inc. Mountain View, CA Jul 29, 2016 $180,000
SR. Customer Support Engineer Big Switch Networks, Inc. Mountain View, CA Jun 16, 2014 $140,000 -
$150,000
Senior Customer Support Engineer AZUL Systems, Inc. Sunnyvale, CA Aug 31, 2016 $130,000
Senior Customer Support Engineer AZUL Systems, Inc. Sunnyvale, CA Sep 08, 2015 $130,000
SR. Customer Support Engineer Oclaro Technology, Inc. San Jose, CA Aug 23, 2012 $127,671
Senior Principal Customer Support Engineer Schneider Electric Software LLC Lake Forest, CA Jan 09, 2016 $126,630 -
$129,920
Senior Customer Support Engineer Alstom Grid Inc. Houston, TX May 20, 2011 $126,464
Senior Customer Support Engineer Altiscale, Inc. Palo Alto, CA Nov 08, 2016 $120,349 -
$142,376
Senior Customer Support Engineer Areva T&D Inc. Houston, TX Aug 25, 2010 $120,000 -
$130,000
Senior Principal Customer Support Engineer Schneider Electric Software LLC Lake Forest, CA Oct 08, 2016 $119,725 -
$147,183
Senior Technical Customer Support Engineer Netscout Systems Inc. Westford, MA Oct 25, 2016 $119,413 -
$124,413
SR. Customer Support Engineer Liveops, Inc. Redwood City, CA Sep 13, 2013 $115,000
Senior Customer Support Engineer Netscout Systems, Inc. Reston, VA Oct 15, 2012 $112,000
Senior Customer Support Engineer Netscout Systems, Inc. Reston, VA Nov 01, 2012 $112,000
SR. Customer Support Engineer Meridium, Inc. Houston, TX Apr 15, 2016 $111,657
SR. Customer Support Engineer RGB Networks Sunnyvale, CA Aug 10, 2015 $111,509
Senior Customer Support Engineer Alstom Grid Inc. Round Rock, TX Dec 17, 2012 $95,000 -
$105,000
Senior Advance Customer Support Engineer Saba Software, Inc. CA Aug 21, 2010 $92,872
Senior Advance Customer Support Engineer Saba Software, Inc. CA Aug 09, 2010 $90,896
SR Customer Support Equipment Engineer Cymer LLC San Diego, CA Nov 10, 2016 $88,982 -
$117,600
Senior Customer Support Engineer AMAX Global Services Inc. Fremont, CA Feb 27, 2015 $87,402
Senior Customer Support Engineer Inquira, Inc. San Bruno, CA Mar 29, 2010 $86,757 -
$98,231
Senior Customer Support Engineer Schneider Electric Software LLC Houston, TX Aug 23, 2016 $82,618 -
$88,555

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Top Skills for A Senior Customer Support Engineer

NewHardwareCustomerSupportProductLineJ2EeServerTechnicalSupportRemoteUnixTroubleTicketsDesktopLabSetupStorageSQLPrintersCustomerSatisfactionLinuxBackupApplicationSupportEmailsWindowsNTPC

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Top Senior Customer Support Engineer Skills

  1. New Hardware
  2. Customer Support
  3. Product Line
You can check out examples of real life uses of top skills on resumes here:
  • Work with development team to design and test new hardware and software features for existing product lines and specialized customer solutions.
  • Drive Customer Support contract renewals at $250-500K per year.
  • Provide prompt customer support for the product line.
  • Have also worked on J2EE Server issues for Weblogic, Websphere, Tomcat, IIS etc.
  • Provided technical support for end users of Intel's first graphics chip product.

Top Senior Customer Support Engineer Employers

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