Customer Support Engineer Job Description Template
Our company is looking for a Customer Support Engineer to join our team.
Responsibilities:
- Partner with product team for continuous improvement;
- Maintain flexibility to resolve constantly changing customer priorities;
- Ensure equipment enhances customer production;
- Document findings and ensure that HyperScience’s support knowledge base is utilized effectively and maintained and expanded over time;
- Provide telephone, screen sharing, and ticket-based (Zendesk) support to troubleshoot issues with our customers;
- Provide world class customer experience by delivering satisfaction to every case for every customer;
- Maintain strong lines of communication;
- Assist Unit level sites as needed with responding to Action Requests (AR) questions related to hardware dispositions;
- Participate in the 24/7 support on call duty for production down tickets;
- Repair and modify equipment at customer facility;
- Escalate urgent problems requiring more in-depth knowledge to others on the team, or to developers or management as appropriate;
- Provide timely responses to numerous technical questions related to various hardware to ensure uninterrupted daily flight operations;
- Travel to depots or field sites when required to facilitate engineering investigations (EI);
- Evaluate equipment to determine type and extend of problem;
- Support Analytical Condition Inspections (ACI) for lead the fleet engines in support of limit expansion and hardware evaluation upon operation.
Requirements:
- Basic automation functionality on assigned equipment set. Develops technical proficiency in understanding automation with exposure to various systems;
- Familiarity troubleshooting/understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms;
- 5 years of experience in an engineering/technical role;
- Curious and able to troubleshoot challenges;
- 2 years of relevant work experience;
- Proficiency in Microsoft Office suite required;
- Work experience in a Customer support / Engineering role in IoT or cellular device development would be a definite plus;
- Strong communication skills, both written and verbal;
- Bachelor’s degree;
- Web Proxy support experience;
- Experience with file store management;
- Able to work independently or in a team environment;
- Strong analytical and data analysis skills are must to have;
- Experience on KLA Archer based systems;
- Experience with machine learning products is a plus.