Customer Support Engineer

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.