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What does a Customer Support Engineer do?

Learn all about Customer Support Engineer duties, skills and much more. Get expert advice on how to become a Customer Support Engineer.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A customer support engineer is responsible for providing technical support to customers. They troubleshoot issues and provide solutions to problems. They may also be responsible for training customers on how to use products.

Customer Support Engineer job duties include:

  • Providing technical support to customers via phone, email, or chat
  • Diagnosing and troubleshooting technical issues
  • Researching and resolving customer inquiries
  • Providing step-by-step solutions to complex technical problems
  • Escalating complex customer issues to senior level engineers
  • Creating and updating support documentation
  • Train customers on use of products/services
  • Monitor customer support queue and respond to inquiries in a timely manner
  • Assist with beta testing new products/services
  • Provide feedback to engineering team on customer issues/suggestions

Customer Support Engineer Job Requirements

A Customer Support Engineer typically has a Bachelor's degree in engineering or a related field. They may also have certification from companies such as Microsoft, Cisco, and CompTIA. They should have experience working in customer service and technical support.

Customer Support Engineer Skills

  • Customer service
  • Technical support
  • Customer satisfaction
  • Problem solving
  • Product knowledge
  • Troubleshooting
  • Computer skills
  • Phone skills
  • Communication skills
  • People skills
  • Written skills
  • Organizational skills

Related: Top Customer Support Engineer Skills: Definition and Examples

How to become a Customer Support Engineer

A customer support engineer is a professional who provides technical assistance to customers or clients. They are responsible for resolving customer issues and ensuring that customers are satisfied with the product or service. A customer support engineer may work in a variety of industries, including information technology, engineering, and manufacturing.

There are several steps that one can take to become a customer support engineer. Firstly, it is important to obtain a bachelor's degree in an engineering field such as electrical engineering, computer engineering, or mechanical engineering. Secondly, it is beneficial to have experience working in customer service or technical support. Finally, it is helpful to be familiar with various customer support software applications and tools.

With a bachelor's degree in an engineering field and experience working in customer service or technical support, an individual will have the necessary skills to become a customer support engineer. Familiarity with various customer support software applications and tools will also be helpful in this career.

Related: Customer Support Engineer Resume Example

Related: Customer Support Engineer Interview Questions (With Example Answers)