Customer Support Engineer (Lowell, MA)

We are seeking qualified professionals to fulfill the role of a Customer Support Engineer to provide technical support to our enterprise customers using our networking and security products. As a highly motivated Support Engineer, you will provide email and phone support during system installation and help to troubleshoot problems that occur in the field. You will need to be comfortable working with our development, QA, Sales and Management teams to provide pre-Sales and post-Sales assistance. You will act as a customer advocate and bring their experience back to our teams to continually improve our products and services.

The support engineer represents the company and works to ensure customer satisfaction. You will need to understand and troubleshoot complex system configurations and integrations. Many of our customers are engineers themselves or are highly technical so you’ll enjoy collaboration with people that have diverse range of experience. As products and solutions change you’ll be able to learn new technologies and gain practical hands-on experience in many areas.

Requirements:

  • Requires local availability onsite in our Lowell, MA office, as required
  • BS or MS in Computer Science, Computer Engineering, Electrical Engineering, or a related field
  • 3+ years related experience providing customer support at an enterprise level
  • Excellent verbal and written communication skills
  • Experience working with a Linux OS for configuration and administration
  • Experience with network configuration
  • Ability to understand complex system configurations that include hardware & software components
  • Ability to troubleshoot systems that span on-premise servers and cloud resources
  • Enthusiasm for getting to the root of the problem
  • Strong analytical skills with demonstrated ability to debug, troubleshoot and diagnose software problems
  • Ability to work assignments that require considerable judgement and initiative
  • Enjoy improving your product expertise
  • Some travel may be required

Nice to have:

  • Experience with Python
  • Working knowledge of virtual machines (KVM, vSphere)
  • Experience using Docker containers and orchestration based products
  • Understand/Experience in deploying with cloud infrastructure (AWS, Azure)
  • Experience in testing systems utilizing open source packages and tools
  • Experience with networking applications and tools (TCP/UDP, wireshark)

What you’ll do:

  • Primary technical point of contact for customers
  • Respond to emailed requests for help or questions on our products
  • Provide direct phone or conference call support to resolve customer issues
  • Research functionality, usability, and performance related issues
  • Communicate steps to resolve issues to customers and our teams
  • Assist customers with new installations, upgrades, usage and troubleshooting
  • Review product details with Engineering and QA teams
  • Make recommendations for solutions and improvements to products and processes
  • Track support requests and tickets
  • Create, quote and track RMAs
  • Provide reports to management for clear status on critical accounts or issues
  • Produce technical documentation for emails, FAQs and technical bulletins.

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CSP, Inc. is an affirmative action/equal opportunity employer.
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