Main Responsibilities and Required Skills for Support Engineer

A support engineer assists customers in resolving technical issues and troubleshooting technological issues. They are an important aspect of any company that sells goods or services since they are in charge of dealing with consumer complaints and concerns. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Support Engineers.

Get market insights and compare skills for other jobs here.

Main Responsibilities of Support Engineer

The following list describes the typical responsibilities of a Support Engineer:

Advise

Advise staff in planning and organizing information, visual presentations or graphic illustrations.
Advise staff on the most cost- and time-effective means to accomplish communications.

Advocate

Advocate customers' priorities internally.
Advocate on behalf for our accounts with our internal product teams.

Analyze

Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems.

Assist

Assist customers in the installation and deployment of ReversingLabs products and services.
Assist in moving hardware equipment.
Assist in ongoing compliance maintenance efforts.
Assist in the preparation of weekly system availability and performance reporting.
Assist Support personnel with problem resolution and information queries.
Assist with ADR set ups as needed.
Assist with Disaster Recovery management & implementation.
Assist with field investigations (approximately 20% travel).
Assist with installation, setup, configuration, and troubleshooting of software products.
Assist with managing support process, analytics, and continuous service delivery improvement.
Assist with security principal implementation and distribution for the business.
Assist with training and development of service engineers on customer support policies and practices.

Build

Build and maintain relationships across the business.
Build a positive customer experience by working closely with Development, Sales, Quality Assurance.
Build expertise for CPQ, OM and related product support areas.
Build strong, trustful relationships with customers.

Collaborate

Collaborate across teams to identify root cause for technical issues.
Collaborate with Engineering to resolve service issues.
Collaborate with peers and multi-functional teams.

Communicate

Communicate assumptions and gets clarification on tasks up front to minimize the need for rework.
Communicate clearly and professionally with all internal and external customers.
Communicate directly with the customer base to solve technical product issues.
Communicate (in writing and verbally) with Technicians to Engineers to solve problems.
Communicate issues to front office support or customer / LOB‘s.
Communicate solutions confidently with clear, simplified language.
Communicate with customers who possess a wide range of skill levels.
Communicate with Network Operations to identify and resolve software issues.

Conduct

Conduct data analysis and mapping activities for assigned applications if applicable.
Conduct fault finding to laptops, desktop machines and handheld devices.
Conduct internal and external client technical trainings per requirements.
Conduct root-cause analysis for technical issues and find workarounds and solutions.
Conduct root cause analysis of recurring problems for defined projects or major incidents.

Configure

Configure, customize and execute SAP ILM Archiving and Retention Management.

Connect

Connect computers to projectors / TVs for events.

Contribute

Contribute to department attainment of organizational objectives and high customer.
Contribute and assist in development of knowledge base content.
Contribute to knowledgebase (KCS).
Contribute to product testing and continuous improvement of the product quality.
Contribute to the creation of customer and internal-facing technical documentation.
Contribute to the department's ongoing improvement in Jira.

Coordinate

Coordinate critical client issues as well as new product and / or system implementations.
Coordinate customer, distributor and peer to peer training.
Coordinate external maintenance providers and contractors and associated paperwork.
Coordinate the customer involvement of other company personnel when needed, including support.

Create

Create and conducts technical training.
Create and configure Business Rules, UI Policies, UI Actions and Notifications in ServiceNow.
Create and maintain documentation and diagrams with additions to knowledge base.
Create and maintain knowledge base articles to prevent & resolve similar issues quickly.
Create and maintain support documentation and procedures.
Create and manage accounts in accordance with User Account Request Process and Access Control Policy.
Create and pass through scheduled maintenance notifications.
Create and update documentation for ProtecTIER migration.
Create and updates Technical instructions.
Create an enjoyable, professional experience with all team members.
Create knowledge articles where appropriate so that future incidents are resolved sooner.
Create, maintain, and distribute reports of progress to management.
Create, manage and oversee telecoms and hardware troubleshooting tickets.
Create problem records and perform root cause analysis.
Create process or troubleshooting documentation in the support knowledge base.

Define

Define network policies and procedures.

Deliver

Deliver against customer experience and efficiency targets.
Deliver superior customer service.

Detect

Detect possible service interruptions to our partners and anticipate potential problems.

Determine

Determine configuration and operational requirements for development team.
Determine solutions for network security, provide Spyware, Adware and virus protection.

Develop

Develop and deliver service training for worldwide internal field service teams.
Develop and delivers timely service communication of identified issues and solutions.
Develop and execute test scenarios to duplicate identified problems.
Develop and maintains a growing list of exceptional SI Partner installations (End User Customers).
Develop and / or review ship installation documents and Engineering Drawings.
Develop code, scripts, extracts and other artifacts required to solve complex technical issues.
Develop examples and use-cases for our clients.
Develop relationships and engage with the key business stakeholders within your responsible offices.
Develop strong working relationships with Solution Providers, customers and Laserfiche teams.
Develop technical training materials and procedures for Diagnostic Connectivity solutions.
Develop tools to aid operations and maintenance.

Diagnose

Diagnose and correct problems on flight simulator and associated simulator systems.
Diagnose and resolve simple technical software issues.
Diagnose and troubleshoot network, configuration and product issues.
Diagnose, isolate, and implement remedies for system failures caused by errors in software code.

Direct

Direct interaction with customers and clients in a corporate environment.
Direct responsibility over support of top accounts for AEP or coverage of standard queues q.

Document

Document all aspects, including reproductions and resolutions within the support ticketing system.
Document all customer interaction.
Document all technical inquiries.
Document all technical inquiries, develop and review content for knowledgebase.
Document and automate manual workarounds and activities.
Document and communicate root cause analysis to customers when needed.
Document and maintain application user / support guides.
Document case work accurately to ensure the correct level of detail is available for colleagues.
Document issues and collaborate with Engineering (if needed) to provide solutions.
Document technical knowledge in the form of notes and manuals.
Document troubleshooting and problem resolution steps.

Drive

Drive and own sophisticated, high-profile, customer technical critical issues.
Drive, collaboration, initiative and self-motivation.
Drive outstanding customer experience.
Drives service deliverables by working closely with planning, quality, engineering, etc..

Engage

Engage off-site resolver teams as needed and see through to completion.
Engage with different teams to identify, prioritise and solve issues.
Engage with internal engineering and content owners to resolve lab issues.

Ensure

Ensure all sales support tasks are completed accurately and to specified deadlines.
Ensure all works comply with Vendor, Client and Manufacturers quality standards.
Ensure customers are consistently kept informed and updated.
Ensure customer satisfaction and respond to customer queries in a timely manner.
Ensure incident team has an active voice and is driving the troubleshooting.
Ensure license compliance.
Ensure optimal applications' instrumentation.
Ensure processes and procedures are in compliance with regulations.
Ensure that the best stakeholder / customer network experience is understood and delivered.
Ensure that their queries are responded to and resolved within the SLA.

Escalate

Escalate complex problems as necessary.
Escalate issues for trouble shoot and resolve.
Escalate issues internally in a timely manner according to Standard Operating Procedures.
Escalate major incidents to the Incident Manager and / or Problem Manager.

Facilitate

Facilitate requirements gathering and process mapping workshops.
Facilitate timely and relevant communication of escalated incidents to impacted stakeholders.

Focus on

Focus on ensuring a high level of support is maintained for users.
Focus on increasing client satisfaction and deepening customer relationships.
Focus on learning the ThreatConnect product and functionality.

Follow

Follow all best practices and procedures as established.
Follow all company security procedures.
Follow ITIL best practices for service management.
Follow all company policies and best practices, including accurate tracking and recording of time.
Follow standard methodology incident management processes to ensure the KPIs are met.

Gather

Gather information from customers, and help them apply known solutions to common problems.
Gather necessary data for issue replication, problem determination, and / or escalation.

Guide

Guide customers towards best practices through tutorial and blog post content generation.

Help

Help create technical documentation and manuals.
Help define and create a category.
Help our patients and pharmacists to resolve any issues and make the most of all our features.
Help people sort out issues with email and web hosting.
Help resolve software and technical questions for the customer efficiently and effectively.
Help to trouble shoot any larger projects that require mass push to the entire A&A assets.

Identify

Identify and drive continuous improvement initiatives.
Identify and escalate issues or root causes of systemic issues.
Identify and implement process improvements in Engineering practices.
Identify and implement solutions and improvements to enable the success of the team.
Identify and manage potential risks and liabilities related to project deliverables.
Identify and propose ways we can make our company better, our customers happier, and our jobs easier.
Identify and report product issues and prioritize resolution with the engineering teams.
Identify and resolve desktop issues independently.
Identify, characterize, solve & recover from problems raised to Technical Services team.
Identify commonly asked questions and generate knowledge base articles based on this content.
Identify, coordinate, and implement software and hardware upgrades.
Identify, fix, and track platform issues that occur during daily operations.
Identify flaws or issues in existing applications and instrument improvements.
Identify, prioritize, and log system bugs for the product team.
Identify, prioritize, research, and resolve reported problems and communicate solutions.
Identify, research, and assist in resolving any issues with technical resources.
Identify resources and assign responsibilities.

Improve

Improve partner and customer satisfaction by improving responsiveness and anticipating their needs.

Install

Install and configure IT equipment, software and networks.
Install and maintain LANs, WANs, VPNs and video conference equipment.
Install and maintain PCs and associated software, networks, servers and peripherals.
Install new hardware, software, and maintains existing hardware.

Investigate

Investigate and analyse application support incidents through to root cause.
Investigate and resolve technical issues.
Investigate client inquiries and provide "white glove” assistance via phone, email, or chat.
Investigate, diagnose, troubleshoot clients requests, and identify solutions to resolve their issues.

Lead

Lead or participate in building communities with peer delivery roles.
Lead or assists in problem solving, implementation and production support of software.
Lead team in providing analysis & resolution to chronic issues found in the environment.
Lead various software upgrade products supported by the Application Engineering team.
Lead with an owner's mindset.

Liaise with

Liaise with development and business teams to outline future business roadmap.
Liaise with external teams to gather and understand requirements.

Maintain

Maintain aircraft weight and balance program and calculate basic empty.
Maintain and configure laptops, desktops and mobile devices.
Maintain and extend internal analytics dashboards created in Tableau.
Maintain and update existing Knowledgebase documentation.
Maintain appropriate case- and customer-related files and records.
Maintain call quality and response times as per the agreed SLA's.
Maintain current and working knowledge of new and emerging technologies.
Maintain current, very high level of knowledge for all products.
Maintain customer environment within NCR lab.
Maintain excellent levels of communication throughout the team and the wider business.
Maintain highly collaborative partnership between Support and Engineering.
Maintain professionalism in written and verbal communications.
Maintain R&D Technical Bulletin.
Maintain support cases until resolution, drive other teams as needed, and lead customer expectations.

Maintain web services so that they have at least 99.9% availability.

Make

Make operational changes to improve customer experience.
Make our customers as successful as possible.
Make decisions pertaining to the day-to-day completion of projects.
Make the Thinking Capital platform more supportable, reliable, secure and scalable.

Manage

Manage and Deliver against projects and Programs for Atlassian.
Manage and triage technical support requests.
Manage case load (full escalations and requests for assistance).
Manage communications about escalated issues internally and with customers.
Manage customer expectations and experience in a way that results in high customers satisfaction.
Manage escalated inbound customer requests.
Manage helpdesk queues and prioritize support tasks.
Manage high-priority and escalated technical issues, including implementation issues.
Manage physical IT assets.
Manage cases and works projects concurrently.
Manage social media engagement and advertising.
Manage team priorities and work assignments.
Manage the asset database, purchase and dispose equipment based on requirements.
Manage the delivery of requests for data, reports, and ad-hoc support requests.

Monitor

Monitor and escalate any issues related to early and late restart of jobs.
Monitor and report on back-end portal and infrastructure errors.
Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue.
Monitor equipment performance to identify reliability trends.
Monitor, request and respond to online reviews.
Monitor the Support ticketing platform, voicemail and chat queue.
Monitor traffic and production environment.

Participate in

Participate in brainstorms, and planning sessions.
Participate in hiring, developing and managing training and onboarding, employee success, etc..
Participate in internal and customer-facing calls related to support issues.
Participate in on call rotation.
Participate in on call rota to provide support to critical customer issues.
Participate in or may lead problem resolution and cause analysis.
Participate in peer code reviews.
Participate in product evaluation initiatives including feature analysis and system trade-offs.
Participate in rotating schedule of 24 / 7 on-call responsibilities.

Perform

Perform additional related projects as requested.
Perform ad hoc analyses and tasks as assigned.
Perform ad hoc data analysis requested from Product Owner or Marketing Analyst.
Perform customer product installation and training as required.
Perform daily batch runs Open ticket analysis.
Perform direct follow-up with clients regarding remediation, where appropriate.
Perform disk replacement on enterprise storage products.
Perform hardware and software installations.
Perform hardware rack and stack of servers.
Perform local training on-site, during the installation or troubleshooting.
Perform preventive maintenance tasks on the simulator and associated simulator systems.
Perform problem characterisation, reproduction, diagnosis, and root cause analysis.
Perform routine checks on various systems as required.
Perform software changes to correct problems on the simulator and associated simulator systems.
Perform timely uploads and downloads of required data to ensure the integrity of the service system.

Perform well under pressure.

Pick up

Pick up complex issues / problem tickets reported by customers.
Pick up new technology or new concepts fast.

Prepare

Prepare and present audit reports using a variety of tools and resources.
Prepare the onsite system acceptance test documentation.

Process

Process improvement suggestions and written reports on areas of substantial expertise.
Process returned hardware for complaint evaluation, failure analysis and product disposition.

Produce

Produce and deliver training to other Support Engineers and Departments.
Produce and monitor ICAM dashboards and reports, produce metrics per client needs.
Produce various internal and external monthly reports.

Provide

Provide 24X7 enterprise support for BrowserStack products, mostly over email.
Provide additional support to the Treasury Management team as assigned.
Provide advice and guidance to colleagues regarding incidents.
Provide business and technical solutions to help customers fully utilize their investment.
Provide clear and concise documentation.
Provide clients with root cause analysis and in depth troubleshooting.
Provide data for daily metric reporting.
Provide Desktop Support globally in a fast-paced environment.
Provide direction to other T-2 Engineers.
Provide email and remote support to customers.
Provide employee introductions to various systems / applications and training as needed.
Provide excellent customer to the customers.
Provide fault isolation and root cause analysis for technical issues.
Provide feedback enhancement to management.
Provide in-depth technical log analysis, check network configuration, and support customer as needed.
Provide input into the development and application of policies and procedures.
Provide IT orientation to new starters.
Provide Level - 2 and Level-3 technical support for supported desktops, laptops, and peripherals.
Provide Level 3 field support globally, including training, remote support, and onsite support.
Provide mentor & supervisory leadership to junior & senior technicians.
Provide ongoing enablement to cover gaps in Supports' knowledge.
Provide on-site assistance to company and Customer personnel initiating ARs.
Provide phone / email consultation to independently debug complex network problems.
Provide proactive status updates to required parties.
Provide proactive support, including but not limited to.
Provide problem resolution for worldwide technical product support.
Provide production support to internal users for the trading, data processing, and IT.
Provide ramp activities, knowledge sharing, technical coaching and mentoring.
Provide remote desktop support.
Provide reproducible scenarios of product issues to developers.
Provide second and third level support for broadband customer remotely or on site.
Provide support for all mission critical applications for a variety of users.
Provide support for integrated audio / visual equipment, video conferencing and webcast events.
Provide support via telephone, written correspondence, and electronic media.
Provide technical leadership role when working with customers, partners and internal organizations.
Provide technical troubleshooting of Cisco Telepresence rooms globally.
Provide testing support for all current and future mobile infrastructure solutions.
Provide timely response / resolution and updates to technical and product inquires.
Provide Windows / Mac / Linux OS deployment and support.

Recommend

Recommend improvements to the product and engineering groups on product related bugs and issues.
Recommend capital purchases and the purchase of equipment and office supplies.
Recommend measures to improve organizational effectiveness.

Record

Record and document all issues related to customers within established process guidelines.
Record technical issues and solutions in logs.

Research

Research and troubleshoot to resolve tickets and document new processes and guidelines.
Research questions using available information and resources.
Research, recommend and implement modifications to reduce user problems.
Research technical inquiries from internal and external customers.

Resolve

Resolve issues encountered by our customers.
Resolve issues for employees via our ticketing system.
Resolve support issues though investigation, replication, and troubleshooting.

Respond to

Respond to service outages and other problems / issues.
Respond to critical production events and recommend actions to improve customer experiences.
Respond to customer inquiries, primarily by telephone, email and direct partner communications.
Respond to mails / calls from the various Azure Identity and other organization groups with facts.
Respond to requests for technical assistance via phone, email and other channels.

Run

Run and evaluate required Qualification Test Guide (QTG) tests.
Run local and regional projects to completion.

Setup

Set up and support mobile devices (iPads, iPhones).
Set up, support and troubleshoot devices and applications.
Set up all new hardware and software and train new users.
Setup and configure new user equipment.
Setup customer topologies in lab, use it for problem reproduction, and fix verification.
Setup / troubleshoot network infrastructure connectivity.

Solve

Solve customer problems by working with external development teams and in-house technical teams.
Solve highly complex and broad reaching problems.

Stay up to date

Stay current with system information, changes and updates.
Stays informed on new capabilities and industry trends.
Stay up to date with new products and features that are released.

Support

Support a mix of Windows and Mac computers.
Support and deploy API policies using Apigee Edge Platform.
Support and empower your colleagues on customer calls, with code samples, and additional collateral.
Support and Implement Continuous Improvement projects.
Support and manage Linux / VMware servers, network storage and commuting clusters.
Support and resolve technical issues of e-beam systems.
Support continuous improvement (Lean, Six Sigma, 5S).
Support end clients with application issues.
Support Integration and Development (including Validation).
Support issues during software integration projects.
Support, Mac OS, project coordination, logistics.
Support of desktop technology and desktop applications in Windows environments.
Support on defining Annual Operating Plan, collecting inputs from the R&D team.
Support Technology Transfer activities, as needed.
Support the company's IT needs.
Support the development of other technical documentation.
Support the IoT infrastructure for the platform across multiple environments.

Take

Take enjoyment from the excitement and fluidity of working within a start up.
Take ownership of customer issues reported and see problems through to resolution.
Take part in weekly challenges that focus on growing your skill set.
Take proactive action with fast turnaround on all customer issues and questions.

Track

Track computer system issues through to resolution, within agreed time limits.
Track customer inquiries through to resolution, maintaining a timely cadence of communication.
Track inbound and outbound responses to ensure contact SLAs are being met.

Transfer

Transfer misdirected customer requests to an appropriate party.
Transfer of technical knowledge to press operators to resolve on-site technical issues.

Travel

Travel to customer sites from time to time as required.
Travel to remote sites when necessary.

Triage

Triage bugs and requests based on customer type and severity of the issue.
Triage, troubleshoot, escalate, and / or provide resolution to customer support tickets.

Troubleshoot

Troubleshoot all end-user access or performance issues.
Troubleshoot and diagnose issues that may not be well understood or documented.
Troubleshoot complex modeling, configuration, and system issues.
Troubleshoot failing applications and services and restore service.
Troubleshoot issues with Microsoft Office suite.
Troubleshoot / maintain / optimize all versions Windows desktop operating systems.
Trouble-Shoot / qualify cases before advancing it to Engineering.

Understand

Understand and evaluate end-users needs and develop creative technical solutions to meet them.
Understand and follow escalation procedures for unresolved issues.
Understand and own all aspects of service delivery, governance and performance.
Understand how their work fits into team and company objectives.
Understand the real-world impact that issues and defects have on customers.

Update

Understand the SAP Value Assurance packages for SAP S / 4HANA.
Update technical support documentation, when required.
Upgrade software on customer's servers when requested.

Work

Work assigned cases through the full case management life cycle.
Work closely with the leadership team who live by the value of BE BETTER EVERYDAY.
Work collaboratively with our engineering team to improve our offering to customers.
Work directly with your teammates, engineering, and sales teams to resolve problems as necessary.
Work high priority technical issues.
Work in a collateral environment, which promotes sharing of knowledge and experiences.
Work on-call after-hours support rotations as required.
Work on improving use of tools relating to AMS support and development.
Work on projects as assigned.
Work proficiently with minimal daily guidance.
Work to reproduce customer issues and qualify critical issues.
Work under general direction within a clear framework of accountability.
Work under limited supervision when required.
Work very closely with Regional Field Service management to coordinate activities.
Work with a sense of urgency to continually improve service levels and customer satisfaction.
Work with customers to determine requirements for video events.
Work with demanding customers and understands the importance of customer relations and intimacy.
Work with Engineering / Architecture to deploy network updates / upgrades and special projects.
Work with field and planners on part stocking recommendation.
Work within strict time-frames to meet or improve deadlines.
Work with large and / or complex projects or troubleshooting cases.
Work with other engineers to diagnose and resolve customer issues.
Work with SOC teams to debug test environment issues and failing test cases.
Work with stakeholders to ensure their requirements are being met.
Work with the main team on performing periodic maintenance on workstations, networks & servers.

Write

Write and enrich, day to day, technical documentation and FAQs.
Write code / script to build user scenarios using Okta API and SDKs, to reproduce issues.
Write, maintain Knowledge Base Articles and other technical documentation.
Write technical documentation and articles.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Support Engineer:

Linux
SQL
Troubleshooting
Customer Service
Javascript
Java
Python
Windows
HTML
AWS
DNS
Networking
Technical Support
CSS
XML
Mysql
Active Directory
Oracle
Unix
TCP / IP
Azure
Customer Support
PHP
Soap
Salesforce
Dhcp
Perl
Firewalls
Vmware
Software Development
Jira
C#
Databases
HTTP
Windows Server
Scripting
.Net
Operating Systems
Support
Bash
Excel
Docker
Powershell
Debugging
Virtualization
Relational Databases
Rest
SSL
Installation
Kubernetes

Most In-demand Soft Skills

The following list describes the most required soft skills of a Support Engineer:

Written and oral communication skills
Problem-solving attitude
Analytical ability
Interpersonal skills
Multi-task
Organizational capacity
Attention to detail
Troubleshooting skills
Team player
Self-starter
Time-management
Proactive
Work independently with little direction
Collaborative
Flexible
Self-motivated
Presentation
Priority management
Communications
Adaptable to changes
Motivated self-starter
Curious
Self-learner
Detail-oriented
Positive attitude
Organized
Enthusiastic
Customer service
Critical thinker
Leadership
Initiative
Creative
Commitment
Prioritize job requirements
Work under pressure
Motivated
Work ethic
Technical problem-solving
Aptitude for learning new technologies
Logical approach