Product Support Engineer Job Description
Product support engineer
provides a resource for the design, build and updates of SQL with knowledge of SQL queries, SQL SSRS reports, and SQL SSIS jobs.
Product Support Engineer Duties & Responsibilities
To write an effective product support engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included product support engineer job description templates that you can modify and use.
Sample responsibilities for this position include:
Prepare Service Documentation including service manuals, retrofit instructions, technical bulletins, and parts lists
Support Service Associates remotely or on-site to resolve non-routine technical problems - within assigned worldwide regions domestically
Responsibilities may require domestic and international travel
Perform product configuration, extensions and customization programming
Develop high and low level application design artifacts including process flows, data model and interfaces based on maintenance, operations, and performance standards
Escalate software defects and the most difficult issues to the rest of the team
Respond to high volume of customer-submitted email requests and live chats in a prompt manner
Oversee email support channel and phone support channel for our customer base
Troubleshoot and guide customers through website and mobile app usage
Stay up to date on new product features and improvements
Product Support Engineer Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Product Support Engineer
List any licenses or certifications required by the position: CCNA, CLE, CLP, CDE, CNE, KCS, MCSE, ITIL, CCNP, DML/CPL
Education for Product Support Engineer
Typically a job would require a certain level of education.
Employers hiring for the product support engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Engineering, Technical, Computer Science, Education, Electrical Engineering, Science, Mechanical Engineering, Information Technology, Military, Information Systems
Skills for Product Support Engineer
Desired skills for product support engineer include:
SQL
Java
XML
Teradata Customer Services Policies
Teradata products
PL/SQL
SQL database / ability to write queries
Reading heap
PKI
DNS
Desired experience for product support engineer includes:
Must be fluent in English (German or Japanese language skills are a plus)
Experience with manufacturing, quality and design improvement methods (six sigma, 8D, FMEA etc)
BA/BS degree (technical discipline preferred)
Complemented with 5+ years supporting products and clients/customers by analyzing/troubleshooting technical issues and providing solutions
The successful candidate will have outstanding and demonstrable trouble shooting ability developed by prior experience in an equivalent 2nd/3rd line role
As this role will interface with numerous technical disciplines throughout the company, the successful candidate will possess a broad understanding of technical disciplines from (for example) networking to the development lifecycle
Product Support Engineer Examples
1
Product Support Engineer Job Description
Job Description Example
Our company is growing rapidly and is looking for a product support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for product support engineer
- Produce high quality work and meet regularly with the QA/Product teams for feedback and coaching
- Recognize, document and alert supervisors of trends in customer communications and quality metrics
- Escalate complex issues to product and engineering teams
- Work well in conjunction with all team members across account management, product, and engineering functions
- Available to cover weekend and holidays as our customers need us and may include evening or early morning hours
- Position requires candidate to be available, at scheduled times, in 24hrs x 7days shifts for standby / on call for high priority incidences raised by clients
- Presents training programs and individual training experiences to ensure that customer representatives are effectively trained in all phases of product installation, maintenance and repair
- Attend Aircraft-On-Ground (AOG) technical and product support calls as scheduled
- Monitors internal engineering changes to determine the impact
- Provide sales service directly to customers, when situations require the continued involvement of Product Support
Qualifications for product support engineer
- Availability for travel to various customer locations in North America and Europe occasional off-hours calls and work
- Excellent analytical skills and problem solving skills, especially on storage product
- Spirit of dedication and devotion under stress
- Storage knowledge is preferred
- Basic knowledge in storage level 2 support
- 2 years experience in server-side languages like PHP, Ruby, Python, Perl
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Product Support Engineer Job Description
Job Description Example
Our company is looking to fill the role of product support engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for product support engineer
- Manage open customer issues in CRM tool
- Support and train QA team members and development staff on lessons learned from field reported problems to help develop organizational knowledge and avoid repeating the same mistakes
- Coordinate with customer solutions team to develop an understanding of customer configurations and usage patterns in order to be able to more effectively investigate reported problems
- Engage in discussions with customers and development groups to determine optimal solutions for current software bugs and requested new features
- Generate periodic reports required by customers, such as usage metrics, support activity logs, open case reports
- Review and negotiate service level and security agreements with prospective customers
- Assist in the development and testing of software installation procedures to reduce installation time requirements, improve efficiency, and ensure all SLA and Security requirements are met
- Plan, document, and execute customer projects initiation including infrastructure requirements, network requirements, source data requirements, appropriate software configurations and software installations
- Responds to situations where first-line product support has failed to isolate or fix problems in software
- Reports design, reliability and maintenance problems or bugs to software engineering/ design engineering, offering and/or soliciting input
Qualifications for product support engineer
- Experience with manufacturing, quality and design improvement methods (six sigma, 8D, FMEA )
- Experience with manufacturing, quality and design improvement methods (six sigma,8D,FMEA ) Automotive related a plus
- Experience with automotive quality and test standards regulatory compliance and testing (SAE, FMVSS, ) a plus
- 3-4 years of call center or front-line customer service experience required
- Strong leadership skills professional attitude and strong service orientation
- A structured and detail-oriented approach to problem solving and troubleshooting
3
Product Support Engineer Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of product support engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for product support engineer
- Activities include ownership of requests, research, analysis, troubleshooting and customer communication necessary to deliver appropriate resolution to customer inquiries
- Requires knowledge and experience in own discipline, while developing higher-level knowledge and skills
- Builds knowledge of the company, processes and customers, and solves a range of problems
- Works on problems where analysis of situations or data requires an evaluation of identifiable factors
- Clearly demonstrates technical expertise
- Take initiative and identify problems in actual way of working, formulate alternatives and recommendations
- Root cause investigation for complaints initiated by customers
- Technical support to field engineers, technicians, and support personnel
- Authoring and compiling technical documentation for the field service organization
- Installation, service support and training during new product roll outs, ensuring that feedback is delivered and incorporated into subsequent releases
Qualifications for product support engineer
- Strong foundation in Shell, Ruby, Python or a similar scripting language
- Proficient with Linux OS and command line operations
- Automate Weblogic Builds
- Environment build, upgrade / migration and new client implementations into all development, implementation and production environments
- A minimum of 5 years’ experience in working as a build engineer required
- Mid-level experience with Weblogic Server especially build automation
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Product Support Engineer Job Description
Job Description Example
Our growing company is looking to fill the role of product support engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for product support engineer
- Responsible for tasks including customer items internal housekeeping, documentation and analysis
- Install, maintain, test, and troubleshoot proprietary enterprise web applications
- Respond to support requests both through working hours and in an on-call rotation
- Test and document custom, in-house, software before deploying to production
- Work with Software QA to ensure comprehensive testing of products before they are introduced to production
- Measure and establish trends in performance and operation of the web application architecture
- Contribute in the creation, documentation, and implementation of all unit test plans, scripts, installations, and troubleshooting of products
- Researches, collects, and reports information on the ability and capacity of company products
- Assist in the design and development of systems and redesign of existing systems to fulfill the needs of customers and business units
- Effectively manage incoming calls
Qualifications for product support engineer
- Industrial experience automating repetitive tasks in a Unix environment
- Some experience using Perl
- Experience with scripting languages such as SED and AWK
- A minimum of 5 years experience in the middleware tier such as UNIX/Linux and application support
- Experience with code management/deployment required
- Must have strong team focus and client service work ethic
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Product Support Engineer Job Description
Job Description Example
Our innovative and growing company is looking for a product support engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product support engineer
- Properly handle complaints and provide known solutions to achieve a resolution
- Keep records of customer calls and generate tickets (as needed)
- Stay current on product changes, release dates, scheduled service outages
- Respond to customers experiencing technical issues via phone or e-mail in a timely, courteous and professional manner
- Ability to troubleshoot and repair all but the most complex issues.Performs maintenance activities with a minimum of supervision andguidance
- Aftermarket technical support for our products and systems to Airlines, OEMs and other customers, including support of product and system troubleshooting
- Monitoring and analysis of in-service reliability and maintenance cost for our products and systems
- Customer and Employee training regarding our products and systems
- Creation, revision, and distribution of Maintenance Document (Technical Publications) for our products and systems
- Support product development and deployment with lessons learned, customer feedback, and Entry-into-Service support
Qualifications for product support engineer
- Knowledge of web and application servers and their configuration
- Experience with build tools/technologies such as GIT, Stash/BitBucket, Ant, Code Mangement, Jenkins, IVY, Groovy etc
- Experience in webservers like Apache, tomcat, IIS a plus
- Work with the Team Lead and technical team members to support development and implementation activities 24/7 Mon – Sat and on release weekends
- Will have to support some weekend release implementations and provide off-hour communication as required
- Ability to work independently and resolve complex technical issues and identify root cause and recommend solutions to help resolve incidents quickly