Product Support Engineer Resume Guide

Product support engineers provide technical assistance to customers who have purchased a product. They troubleshoot, diagnose and resolve issues related to the installation or operation of products, as well as work with other departments such as engineering and manufacturing in order to find solutions for customer problems.

Your expertise in product support engineering is unmatched, and any company would benefit from your knowledge. To make sure recruiters know who you are, writing a resume that highlights all of your qualifications is essential.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Product Support Engineer Resume Sample

Brandyn Deckow
Product Support Engineer

[email protected]
370-544-5254
linkedin.com/in/brandyn-deckow

Summary

Seasoned product support engineer with 8+ years of experience troubleshooting and resolving complex technical issues. Track record of providing excellent customer service to ensure maximum user satisfaction in a timely manner. At XYZ, reduced the time spent on solving customers’ problems by 25% while maintaining high customer satisfaction ratings (95%). Seeking to join ABC Tech as a product support engineer where I can apply my expertise and knowledge to solve challenging problems.

Experience

Product Support Engineer, Employer A
Madison, Jan 2018 – Present

Streamlined and automated product support processes, reducing resolution time by 35% within the first 6 months of employment.
Configured and maintained network infrastructure for over 200+ products; successfully implemented real-time monitoring systems to ensure peak performance at all times.
Diligently troubleshot software issues reported by customers via phone, email or live chat; quickly resolved an average of 20 inquiries per day with minimal escalation rate.
Replaced faulty components in hardware devices according to technical specifications and warranty policies; repaired a total of 450+ units in the last 12 months alone resulting in cost savings up to $30K yearly.
Reorganized large volumes of customer data into meaningful insights and presented findings during team meetings on a regular basis, improving overall productivity by 22%.

Product Support Engineer, Employer B
Shreveport, Mar 2012 – Dec 2017

Debugged complex technical issues for over 200 products, reducing complaints by 23% and enhancing customer satisfaction.
Demonstrated expertise in troubleshooting hardware and software problems of various product lines; identified root causes within 1 hour on average and proposed solutions to the engineering team.
Coordinated with developers, engineers, QA testers & other stakeholders to ensure timely resolution of all reported product defects across multiple platforms (e.g., Windows, Mac OSX).
Spearheaded a project that improved user interface usability by 15%, resulting in faster response times during support operations and an increase in customer retention rate by 9%.
Thoroughly investigated end-user feedbacks related to products’ performance after launch; designed enhancements that increased overall operational efficiency by 32%.

Skills

Engineering
Troubleshooting
Manufacturing
Testing
Technical Support
Electronics
Product Development
MATLAB
SQL

Education

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+
CompTIA
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

The summary or objective at the beginning of your product support engineer resume should be a powerful statement that captures the attention of hiring managers and convinces them to read on. This is where you can showcase your best qualities; for example, you could mention how many years’ experience in customer service roles you have, any certifications or training courses related to product support engineering that you possess, and how quickly customers respond positively when they receive help from you.

Below are some resume summary examples:

Driven product support engineer with 3+ years of experience in customer service and technical product development. Successfully managed a team of 15 engineers to ensure the smooth running of large-scale projects. At XYZ, developed an innovative bug tracking system that increased efficiency by 20%, reducing overall costs by $50K. Experienced in troubleshooting complex issues as well as providing remote/onsite technical assistance for customers across different industries.

Committed product support engineer with 5+ years of experience in troubleshooting, diagnosing, and resolving complex technical issues. Adept at providing exemplary customer service and creating comprehensive documentation for users. At XYZ Technologies, successfully maintained a 99% satisfaction rate from customers by responding quickly to their queries via phone or email. Received several awards for exceptional performance and outstanding customer-oriented attitude.

Professional product support engineer with 4+ years of experience managing product lifecycles and providing technical assistance to customers. Experienced in identifying customer needs, troubleshooting complex problems, and implementing best practices for maximum efficiency. At XYZ Company, streamlined the product support process by 30%, resulting in a 10% increase in customer satisfaction ratings. Looking forward to leveraging my expertise at ABC Corporation.

Energetic product support engineer with over 8 years of experience in troubleshooting and resolving customer issues. Proven track record of providing excellent technical assistance to customers, creating knowledge base articles, and training new support staff. At XYZ Corporation developed a system for tracking and analyzing customer feedback that resulted in an 80% improvement in customer satisfaction ratings.

Proficient product support engineer with 5+ years of experience providing technical assistance and troubleshooting for a wide range of products. Proven track record in quickly identifying issues, resolving customer complaints, and building long-term relationships with clients. Looking to join ABC Tech as the next product support engineer to ensure exceptional user experiences for their global customers.

Skilled product support engineer with 5+ years of experience troubleshooting, diagnosing, and repairing complex customer issues. Proven track record of successfully resolving difficult technical problems in a timely manner while providing excellent customer service. Seeking to join ABC Company as a product support engineer to provide world-class consumer experiences for their customers.

Well-rounded product support engineer with 6+ years of experience in product development, troubleshooting and installation. Skilled at providing technical guidance to customers on the use of products while also solving complex problems that arise during product setup or maintenance. Experienced in developing customer-centric solutions to improve user satisfaction and loyalty.

Diligent product support engineer with 5+ years of experience in providing technical assistance to customers. Experienced in troubleshooting, diagnosing, and resolving complex product issues for a wide range of products. At ABC Corporation, reduced customer complaints by 38% through quick resolution and improved ticket response time from 4 hours to 1 hour on average.

2. Experience / Employment

In the experience section, you should provide details on your employment history. This section should be written in reverse chronological order, with the most recent job listed first.

When writing this section out, stick to bullet points primarily; it makes it easier for the reader to digest what you are saying quickly and accurately. When providing detail about each role, think of quantifiable results that can illustrate how successful or impactful you were at a particular job.

For example, instead of saying “Provided technical support,” try something like “Responded to 50+ customer inquiries per day via email and live chat regarding product features and functionality; achieved 95% satisfaction rating from customers.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Troubleshot
Resolved
Diagnosed
Monitored
Configured
Tested
Debugged
Documented
Analyzed
Replaced
Upgraded
Installed
Assisted
Trained
Supported

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Mentored and provided technical support to a team of 10 product engineers, successfully resolving over 200 customer inquiries and complaints in the past quarter; reduced average resolution time by 20%.
Monitored usage trends and reported key performance metrics for software products developed by the team, including up-time statistics and feature adoption rates.
Installed bug fixes, security patches and new features remotely on 500+ client systems with no disruption to user experience or downtime; improved stability ratings from 85% to 99%.
Meticulously tested web applications across multiple browsers using automated test scripts before deployment; identified over 50 bugs which were fixed prior to release resulting in increased customer satisfaction scores (of 4 out of 5 stars).
Reduced hardware costs associated with testing projects through virtualization techniques such as creating cloud images for development environments instead of purchasing physical servers onsite.

Diagnosed and troubleshot technical problems for more than 500 customers per week, reducing wait times by an average of 30 minutes.
Revised and updated product manuals to ensure accuracy of instructions; improved customer satisfaction ratings by 15%.
Optimized product performance through detailed analysis of system glitches and errors; cut down on downtime incidents by 25%.
Prepared comprehensive usage reports outlining feature utilization trends in order to identify areas that needed improvement or enhancement; increased user adoption rate by 10% within 2 months.
Consistently provided high-quality phone, email, chat and social media support with quick response times across a variety of platforms. ; reduced escalated service issues from 5% to 1%, exceeding expectations set forth in SLAs (Service Level Agreements).

Expedited the resolution of over 200 customer inquiries and technical issues on a daily basis, resulting in an average response time reduction of 30%.
Compiled comprehensive documentation to enable product support teams to troubleshoot hardware/software malfunctions more efficiently; improved problem-solving accuracy by 15%.
Facilitated the installation process for new products and upgrades, utilizing remote access tools such as TeamViewer & GoToAssist to provide customers with real-time assistance.
Structured quality assurance processes related to customer service operations, eliminating potential risks that could lead to defective or unsatisfactory results; raised overall user satisfaction levels by 25%.
Resourcefully updated existing product knowledge base system with latest industry information & trends in order for support staff members stay up-to-date on all offerings; saved 10 hours per week across departments from manual research efforts.

Achieved a 97% customer satisfaction rating by answering over 500 product support inquiries per week, resolving user issues in a timely and effective manner.
Presented comprehensive demos to 15+ clients on new features of the company’s products, increasing users’ familiarity with the software and boosting sales revenue by $4,000 in 3 months.
Advised customers on troubleshooting techniques for common technical problems; implemented solutions that improved average response time from 2 hours to 20 minutes or less per incident.
Effectively created detailed documentation for 30+ different types of product installations & upgrades, allowing non-technical personnel to perform routine maintenance tasks independently and reducing help desk calls by 25%.
Tested system components against performance requirements prior to release, ensuring compatibility across all platforms while minimizing potential bugs or errors within production codebase; identified 12 critical defects before launch date was reached ahead of schedule.

Introduced and implemented new processes and customer support strategies which resulted in a 30% decrease of product-related inquiries.
Formulated innovative solutions to technical issues, resolving over 500 customer complaints within the last six months with a 95% success rate.
Resolved complex hardware and software problems for customers via email, phone or live chat; answered an average of 150 tickets daily while meeting service level agreement goals each month.
Developed comprehensive documentation on best practices for operating system installation and network troubleshooting that saved countless hours of labor costs every quarter.
Substantially improved user experience by revising existing systems architecture design guidelines – resulting in a 40% increase in customer satisfaction ratings across all channels annually.

Utilized advanced problem-solving and troubleshooting skills to provide product support for over 200+ customers daily, resulting in a 45% increase in customer satisfaction.
Trained other engineers on the use of hardware diagnostics tools and techniques; reduced resolution time by 25%.
Supported end-users with installation processes, configuration issues, software upgrades & general technical queries; answered over 700 help desk tickets within 2 days.
Participated in process improvement initiatives that streamline document control systems and requirements gathering procedures; boosted operational efficiency by 35%.
Successfully developed an interactive user manual which resulted in a 20% decrease of repeat inquiries from clients needing support services.

Analyzed customer technical requirements and product improvements to develop custom solutions, resulting in a 15% increase in customer satisfaction.
Represented the organization at trade shows and conferences by providing detailed demonstrations of products, expanding their reach to over 100 potential clients.
Confidently resolved customer inquiries via phone or email within 24 hours through troubleshooting hardware/software issues on various operating systems; reduced repeat support requests by 40%.
Troubleshot complex software bugs with an average resolution rate of 95%, effectively minimizing downtime for customers while reducing internal labor costs significantly.
Upgraded existing system components according to compatibility specifications, improving overall performance levels by 20%.

Accurately assessed and resolved over 350 technical issues from customers regarding product specifications, installation, maintenance and troubleshooting within 48 hours; improved customer satisfaction ratings by 25%.
Assisted in developing user manuals for 150+ products to ensure that users had accurate information about the features of each product.
Documented all test results on new releases of software and hardware products as well as any system changes; reported any bugs or inconsistencies encountered during testing process to development team.
Developed a comprehensive database containing detailed descriptions of more than 200 existing products to enable quick retrieval when needed for support services inquiries.
Improved overall response time using automation scripts which automated repeatable tasks like resetting passwords etc.; reduced manual efforts by 30% while reducing error rate to 0%.

3. Skills

The skillset employers require in an employee will likely vary, either slightly or significantly; skimming through their job adverts is the best way to determine what each is looking for. One organization may be looking for someone with experience in Linux and another may be seeking a specialist in Windows.

It is important to customize the skills section of your resume to each job you are applying for, as many employers use applicant tracking systems which scan resumes for certain keywords before passing them on to a human.

Once listed here, it would also benefit you to discuss these skills further in other areas such as the summary or work experience sections.

Below is a list of common skills & terms:

Active Directory
Aerospace
AutoCAD
C
C++
Computer Hardware
Continuous Improvement
Cross Functional Team Leadership
Data Analysis
Databases
Electrical Engineering
Electronics
Engineering
Engineering Management
HTML
Integration
Java
JavaScript
Lean Manufacturing
Linux
MATLAB
Manufacturing
Mechanical Engineering
Microsoft SQL Server
Networking
Process Improvement
Product Development
Program Management
Project Planning
Python
Quality Assurance
Root Cause Analysis
SOLIDWORKS
SQL
Six Sigma
Software Development
Software Documentation
Systems Engineering
Team Leadership
Teamwork
Technical Support
Testing
Time Management
Troubleshooting
Unix
Windows
Windows Server

4. Education

Mentioning your education on your resume will depend on how far along you are in your career. If you just graduated and have no prior experience, include an education section below your resume objective. On the other hand, if you have significant work experience that is relevant to the product support engineer role, omit any mention of education from your resume altogether.

If including an education section is necessary for this particular job application, try to focus on courses and subjects related to product engineering or technical support roles.

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your expertise in a particular field. They show potential employers that you have taken the time and effort to become proficient in an area relevant to their company, making you more attractive as a job candidate.

Include any certifications that are related to the position you are applying for on your resume so hiring managers can quickly see how qualified you are for the role.

CompTIA A+
CompTIA
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Brandyn Deckow, this would be Brandyn-Deckow-resume.pdf or Brandyn-Deckow-resume.docx.

7. Cover Letter

Including a cover letter in your job application can be a great way to demonstrate you are the right person for the role. Cover letters usually consist of 2-4 paragraphs that provide additional details about yourself and why you would make an excellent fit for the position.

Cover letters aren’t always required in job applications, but they offer you an opportunity to showcase your personality and highlight relevant skills or experiences that may not have been addressed in a resume alone. Submitting one will give recruiters more insight into who you are as a professional, helping them decide if you’re worthy of being invited for an interview.

Below is an example cover letter:

Dear Zachariah,

I am writing in response to your posting for a Product Support Engineer. With my experience in customer service and technical support, as well as my knowledge of engineering principles, I feel confident I would be a valuable asset to your team.

In my current role at ABC Corporation, I provide product support for a wide range of electronic devices. I troubleshoot hardware and software issues, identify root causes, and develop solutions to improve product performance. My ability to quickly assess problems and find creative solutions has resulted in high levels of customer satisfaction; the average rating on our customer surveys is 4.5 out of 5.

In addition to my hands-on experience, I have also completed coursework in electrical engineering principles. This combination of practical experience and theoretical knowledge gives me a well-rounded perspective that can be beneficial when developing new products or improving existing ones.

I would welcome the opportunity to bring my skills and expertise to bear as part of your team. Please find attached a copy of my resume for your review; I will follow up with you next week to discuss the possibility of an interview at that time. Thank you for your consideration!

Sincerely,

Brandyn