Job at a glance
Brief Description & Role The Customer Support Engineer is responsible for delivering technical support and troubleshooting services for technology products and solutions. The role serves as a key liaison between customers and internal teams, ensuring effective issue resolution and a positive customer experience. The engineer will diagnose technical issues, analyze system data and logs, manage support cases, and support product integration, testing, deployment, and operational activities.
Responsibilities · Provide technical support and troubleshooting for communication systems and related products. · Investigate and resolve hardware, software, network, and system-related issues. · Perform log analysis, diagnostics, and root cause investigations to resolve customer-reported problems. · Manage customer support cases, escalations, issue tracking, and resolution activities through ticketing systems.
· Support product integration, deployment, commissioning, testing, and customer operational activities. · Collaborate with cross-functional teams, including Engineering, Product Management, and Operations, to resolve technical issues. · Prepare and maintain technical documentation, troubleshooting guides, knowledge base articles, and support reports. · Contribute to product improvements, process enhancements, and initiatives to enhance customer satisfaction.
Requirements · Bachelor’s Degree in Electrical, Electronics, Telecommunications, Avionics Engineering, or a related discipline. · 1-3 years of experience in technical support, customer support engineering, field application engineering, telecommunications, or a related role. · Experience in customer-facing technical support, troubleshooting, and issue resolution is preferred. · Fresh graduates with relevant internship or project experience may be considered.
· Customer-oriented with strong analytical and problem-solving skills. · Good communication, organizational, and documentation skills. · Self-motivated with the ability to work independently and in a team environment. Skills, Experience & Knowledge · Perform troubleshooting and root cause analysis using logs, diagnostic tools, and system data. · Manage customer support cases, issue tracking, and incident management using ticketing systems and support tools.
· Interpret technical documentation, specifications, and test reports to support problem resolution and system integration activities. · Understanding of communication systems, networking concepts, and troubleshooting methodologies. · Knowledge of hardware, software, and network diagnostics and troubleshooting techniques. · Familiarity with customer support processes, technical investigations, and incident management.
· Experience working with cross-functional teams to resolve technical issues and support customer deployments. · Strong analytical and problem-solving skills with the ability to communicate technical information effectively. · Ability to analyze technical information and systematically troubleshoot complex issues. · Knowledge of satellite communications, wireless communications, telecommunications, or related technologies is an advantage.