Principal Support Engineer Resume Sample

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Wava Jones
527 O'Connell Pine,  Los Angeles, CA
+1 (555) 803 2423

Work Experience

Principal Technical Support Engineer
03/2018 - PRESENT
New York, NY
  • Support combat systems and other external
  • An individual contributor who provides advance remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities
  • Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting. Includes supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of high complexity
  • Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products
  • Provides coaching to lower level engineers and are available to work on special projects
  • Respond to customer cases in line with Service Level Agreements
  • Proactively identify and resolve potential problems in an effort to prevent them from occurring and improve the overall customer experience
Principal Tech Support Engineer
11/2012 - 01/2018
New York, NY
  • Approach each case with a goal of ensuring Forcepoint products are performing at an optimal level by addressing any underlying or additional problems uncovered during each customer engagement
  • Diagnose reported problems or configuration issues and recommend possible solutions and drive resolutions through to completion
  • Research and duplicate difficult configuration, compatibility or product-defect issues and track results of investigations in appropriate systems
  • Escalate to appropriate Product Development Team if no resolution can be found, or for bugs or customized solutions
  • Constantly seeks to review and learn from each closed Engineering escalation, seeking to eliminate non-code escalations to Engineering
  • Interact with Sales, Engineering and Product Management and participate in bug scrubs and project meetings to coordinate resolutions to customer-specific product issues and overall technical support trends
  • Works with Quality Assurance teams to provide real world feedback and identify product bugs
  • Provide technical reviews of user documentation, product requirements documents and functional specifications
Engineer Principal Product Support
05/2007 - 09/2012
Phoenix, AZ
  • Review and provide input to Engineering TOIs that can lead to customer centric and troubleshooting oriented use cases and not just product feature set
  • Actively contribute to critical escalation resolution plans, validating next steps and solutions
  • Assist with knowledge-sharing initiatives as well as product release training and documentation
  • Act as mentor and advisor to other members of the Technical Support Organization
  • Act as subject matter expert with regard to specific product components and integrations
  • Provide in-depth training in areas of expertise, general product knowledge, and integration
  • Participate in activities that are related to product development and feature request evaluations. Be the voice of the customer when discussing with Product Management and Product Development
  • Twelve or more years of experience in engineering and/or customer support roles


Franciscan University of Steubenville
2001 - 2006
Engineer's Degree in Computer Science

Professional Skills

  • Anticipate expectations of both internal and external customers, proactively provides status of technical issues in effective/timely manner and seek feedback on service to continually make improvements
  • Preference: Prior Avaya, exposure in serving Global Customers, Willing to work 24 7 environments, Demonstrated Oral & Written Communication skills, Team Player
  • Strong troubleshooting and debugging skills, whether in C#, JavaScript, CSS, SQL, HTTP or knowing how to use Google Chrome DevTools troubleshooting features
  • Strong technical skills in operations management, including monitoring, configuration management, automation, backup and recovery
  • Excellent analytical, troubleshooting and presentation skills
  • Excellent spoken and written English communications skills
  • Be a great listener, have the ability to dig deep into an issue and have the skills to effectively troubleshoot and communicate with customers and colleagues

How to write Principal Support Engineer Resume

Principal Support Engineer role is responsible for technical, troubleshooting, linux, customer, software, technologies, research, integration, training, unix.
To write great resume for principal support engineer job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Principal Support Engineer Resume

The section contact information is important in your principal support engineer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Principal Support Engineer Resume

The section work experience is an essential part of your principal support engineer resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous principal support engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular principal support engineer position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Principal Support Engineer resume experience can include:

  • Demonstrated ability to handle large number of cases efficiently and effectively
  • Advanced skills in design, configuration and troubleshooting of Linux server operating systems (RedHat, CentOS or similar UNIX flavours such as Solaris) and/or
  • File System and Kernel internals and operation, preferably on Linux and/or freeBSD, including debugging tools and skills
  • Mature fabric management and troubleshooting skills; understand, troubleshoot, diagnose and resolve customer issues on Brocade equipment
  • Good IP networking fundamentals and experience in distance extension for SAN environments
  • Be willing to learn new technologies and eager to constantly improve your technical skills

Education on a Principal Support Engineer Resume

Make sure to make education a priority on your principal support engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your principal support engineer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Principal Support Engineer Resume

When listing skills on your principal support engineer resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical principal support engineer skills:

  • Skilled at collaborating effectively with engineering teams
  • Strong interpersonal communication and customer interaction skills
  • Strong communication skills; written, verbal and social media
  • Strong teamwork skills for inter-group cooperation
  • Hands-on experience in a related support, services, or software development field that utilized technical and soft skills
  • Advanced skills in design, configuration and troubleshooting of Linux server operating systems (RedHat, CentOS or similar UNIX flavours such as Solaris) and

List of Typical Experience For a Principal Support Engineer Resume


Experience For Principal Technical Support Engineer Resume

  • Problem solving and problem reduction skills
  • Lastly, it is critical to have high level of communication and customer relationship building skills
  • Extensive experience with design, deployment and integration of Windows Server Operating System 2003/2008/2008R2, preferably in an Enterprise environment
  • Experience with scripting languages such as Python, Bash/Shell
  • Experience providing technical support for enterprise software and systems
  • Proven ability to diagnose and troubleshoot complex systems level technical configuration issues

Experience For Principal Tech Support Engineer Resume

  • Extensive experience with design, deployment and integration of Secure Web Gateways
  • Experience in MSSQL Server
  • Proven capability to define, drive and take responsibility for challenges as they arise
  • Multitask, prioritizes appropriately and works well under pressure
  • Computer programming experience and expertise

Experience For Engineer Principal Product Support Resume

  • BS/MS in a computer related field or equivalent work experience
  • Experience in writing scripts in Linux platform using Pearl, Python and JAVA
  • Coordinate with Technical Support to improve customer support experience in order to improve customer confidence and trust
  • Experience with adapters, Web Services, Tomcat, IIS
  • Protecting our customers’ businesses by ensuring that backups and restores complete successfully
  • Training package development

Experience For Technical Support Engineer, Principal, DCI Resume

  • Proposal material development, including technical and management volume narratives, BOE (basis of estimate) writing, and creating conceptual art mockups
  • Monitor pulse of the system and setup appropriate alerting as needed to ensure that the system is running smoothly
  • Confirm software fixes received from sustaining engineering
  • This is a proactive support which requires to work with the customers in planning and upgrading SW / fixes
  • Extensive working knowledge of coding practices
  • Familiarity with Java, and debugging issues using tools like gdb, JMX, or JConsole
  • Improve product quality by identifying and documenting predominant customer issues which require assessment by the Business Insight Analysts
  • End to end performance troubleshooting including bottleneck identification and resolution
  • In-depth understanding of common anti-spoofing techniques such SPF, DKIM, DMARC

Experience For Senior Principal Technical Support Engineer Resume

  • Substantial exposure to supporting global customers, working in 24 7 environment
  • Windows and/or Unix/Linux administration and command line interface; proficiency in shell scripting and multiple scripting languages
  • Technical competence in a variety of operating systems (UNIX, Windows or Mainframe environments)
  • Document customer and engineering interactions and technical action plans
  • Assist in development of knowledge articles and troubleshooting guides
  • Technical expertise in resolving Layer 2/3 issues

Experience For International Product Support Principal Hardware Engineer Resume

  • Proficient with analyzing data traces from protocol analyzers and traffic generators such as Spirent and IXIA
  • Develop software scripts to automate capturing critical data/logs
  • Expert level in wireless 802.1x (b, n, AC, k, r) protocols, WLAN security (WPA, WPA 2, AES), SSL certificate, Smart Roam, LAN/WAN TCP/IP, https networking
  • Extensive working knowledge of computer security software, threats, and current trends
  • Work closely with the Red Hat development engineering team and assist production support engineers and technical account managers
  • Become Customer’s trusted advisor, enabling them to make informed decisions about the strategic direction of data protection solutions

Experience For Technical Support Engineer, Principal Resume

  • Coach and assist in training customer engineers, new Brocade team members
  • Works with Engineering & Technology (E&T) and Business Segments to assure that technical problem resolution meets or exceeds customer's expectations
  • Detailed understanding of general business and management practices is highly required
  • Proficiency in log and network trace gathering and analysis to resolution
  • ITIL model service delivery, understanding of SLA’s, Contract Penalties etc

Experience For Principal IT Collaboration Support Engineer Resume

  • This opening is for a Proactive Engineer in the DB-EM-ES organization
  • Authentication and Authorization mechanisms and protocols, including Active Directory, LDAP and Kerberos
  • Network attached storage architectures, configuration, administration and troubleshooting
  • Computer and storage hardware configuration, administration and troubleshooting
  • Come up with ideas for technical content – demos, blog posts, or anything that might be helpful for both current and potential customers

Experience For Principal Technical Support Engineer Cisco Resume

  • Handle high-pressure customer situations and bring these situations to a successful resolution for the customer
  • Experience in the design, implementation, and troubleshooting of Active Directory or other directory services such as OpenLDAP, Novell eDirectory, Sun One or iPlanet
  • Advanced experience in Network principles, including experience with Routers, Switches, and/or Firewalls as well as advanced experience with routing protocols, IP addressing (Subnetting) and general LAN/WAN principles including TCP/IP, DNS/DHCP and/or
  • Enterprise applications, including performance, interaction, and conflict/troubleshooting, with an in-depth understanding of server operating systems such as Linux and Windows
  • Proactive Network/Fabric Management Skills
  • The confidence, communication, and interpersonal skills to lead Lab initiatives
  • The desire to learn new soft and technical skills and the desire to coach, mentor and train peers throughout the organization
  • Presentation skills to present on technical and functional topics
  • Experience in system integration and multi-vendor environments

Experience For Principal Mission Critical Support Engineer Resume

  • Experience with virtual and cloud based platforms
  • Extensive experience with design, deployment and integration of Windows Server Operating System 2003/2008/2008R2, preferably in an Enterprise environment and/or
  • Extensive experience in MSSQL Server, Oracle, DB2 or other database
  • Experience at L2/L3 level
  • Proven ability to troubleshoot and resolve SharePoint issues in a production environment
  • Experience as an IT Administrator, Systems Engineer or Support Engineer
  • Management interface, accessing logs files, permissions
  • SAN Fabric Configurations and Troubleshooting
  • Identify links between tables

List of Typical Skills For a Principal Support Engineer Resume


Skills For Principal Technical Support Engineer Resume

  • Develop and maintain troubleshooting skills on relevant Brocade products and technical knowledge in industry standard based technologies
  • BS/MS in Computer Science (or relevant experience) and at least 3 to 5+ years of knowledge/experience
  • Exceptional verbal and written communication, customer service, troubleshooting, and organizational skills required
  • Broad infrastructure technical skills in data center, networking, storage, server, Linux and cloud technologies
  • Prior experience with Q-series SBC (formerly GENBAND SBC) desirable

Skills For Principal Tech Support Engineer Resume

  • Manages own schedule of cases, which includes determining priority levels and negotiating, setting and living up to these set expectations
  • System Administration experience with debugging networking issues using network tools like traceroute, netstat, port scanners, Wireshark, etc
  • Experience determining and developing requirements for enterprise financial solutions
  • Enhance a positive customer experience by creating knowledgebase documents to assist clients in solving their own questions
  • In depth knowledge and experience across the following core technologies including

Skills For Engineer Principal Product Support Resume

  • Experience troubleshooting STP, DHCP, IPSEC ACLs, VLANs, Multicast, VRRP, RIP, OSPF, BGP, Stacking, MCT, IPv6, VoIP, SNMP, Port Security
  • Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues
  • Experience documenting the sequence of events related to resolving customer technical issues
  • Experience working as a support or development engineer for Platform-as-a-Service provider or hosting service
  • Experience with Virtualization and Clustering technologies
  • Be adept with .NET platform and have programming experience in HTML, ASP.NET Web Forms/ MVC, SQL Server, C#, T-SQL, JavaScript, CSS, jQuery, Ajax

Skills For Technical Support Engineer, Principal, DCI Resume

  • Experience with multiple Operating Systems required
  • Experience working with products on a global scale across multiple time zones
  • BS or MS CS/EE or equivalent experience and 9+ years in product support engineering within telecommunications and/or data communications
  • Experience with scanning electron microscopes, metrology tools, and related data analysis techniques
  • Work independently to appropriately prioritize assigned workload; escalate issues to next level that require additional troubleshooting resources

Skills For Senior Principal Technical Support Engineer Resume

  • Interface with Sales, Services, Engineering, Product Management and Support Management when necessary to prioritize customer requests
  • Experienced working with Software as a Service (SaaS) products
  • Experience working in a support lab environment for problem replication
  • In-depth knowledge of and experience with major SAN Storage Systems and related peripherals
  • Experience on cloud-based services such as Amazon Web Services and Microsoft Azure
  • Experience with relational databases such as Microsoft SQL Server and Oracle
  • Experience with tools such as Microsoft Visual Studio and SQL server management Studio

Skills For International Product Support Principal Hardware Engineer Resume

  • Strong functional and technical business application acumen
  • Experience with relational databases required
  • Experience with Application Servers required
  • Experience with a Telecom/Software Services/IT company in contact center application delivery
  • Experience with design & development, product test, or field support for avionics systems
  • Working knowledge and experience troubleshooting applications and platform faults in Enterprise environments
  • Experience writing and mitigating System

Skills For Technical Support Engineer, Principal Resume

  • Experience managing and troubleshooting Linux servers in production settings
  • Simplify complex situations and lead calmly through periods of crisis - Experience implementing and optimizing operational processes
  • Extensive experience with the design, configuration and troubleshooting of network security solutions such as Firewall, IPsec VPN, IDS/IPS, SSL VPNetc.)
  • Enior level technical support experience in networking/security/proxy products problem resolution at the packet and protocol level
  • Industry experience working with Enterprise Software
  • Experience with troubleshooting tools such as Wireshark, tcpdump, VLC,
  • Advanced experience with SSL/TLS protocols (Structure, certificates, initial handshake, etc.) and email encryption methods and applications
  • Experience in MSSQL Server, Oracle, DB2 or other database

Skills For Principal IT Collaboration Support Engineer Resume

  • Experience in a technical support environment
  • Multitask, prioritises appropriately and works well under pressure
  • Demonstrated ability to facilitate collaboration and achieve consensus in cross-functional teams
  • Technical Support Experience
  • Strong understanding of Linux/Unix with considerable exposure to shell scripting
  • Strong understanding of database (mysql, psql)
  • Extensive experience with design, deployment and integration of Windows Server Operating System 2003/2008/2008R2, preferably in an Enterprise environment and

Skills For Principal Technical Support Engineer Cisco Resume

  • Networking Fundamentals: TCP/IP, Packet Switching, Routing, Network Topologies and Security
  • Providing Training/KT’s to Level 1 & 2 teams
  • Networking protocols, communications and infrastructure configuration and troubleshooting
  • Scripting and/or programming tools such as PowerShell and bash
  • Operating systems: Windows, Red Hat Linux, Sun Solaris, AIX, HP, IBM z/OS
  • Understanding of FTP and HTTP(s) protocols
  • Operating Systems such as Windows, Linux, AIX, HP-UX, Solaris
  • Operating systems (UNIX and Windows) administration knowledge

Skills For Principal Mission Critical Support Engineer Resume

  • Writing complex queries
  • Knowledge of basic semiconductor processing techniques including resist coating, exposing/writing, and developing
  • Deep understanding of file sharing protocols, including SMB/CIFS
  • Assist customers by encouraging the use of self-support tools provided by CA by explaining and demonstrating functionality and benefits to customers
  • Improve product quality by identifying and documenting predominant customer issues which require assessment by the Support Planning Team
  • Provide ongoing coaching and mentoring to Level 2 TSEs
  • Responsible for promptly troubleshooting and isolating a root cause and providing a resolution to escalated customer issues
  • Thorough understanding of the design, deployment and troubleshooting of Brocade SAN architectures

List of Typical Responsibilities For a Principal Support Engineer Resume


Responsibilities For Principal Technical Support Engineer Resume

  • Knowledge of PowerShell cmdlets for SharePoint 2010/2013
  • Development knowledge: HTML, CSS, XML, XSLT, C#, JavaScript, jQuery, SQL, CAML, SharePoint 2013 REST API, Box API, PowerShell
  • Flexible work hours to collaborate with other geographies
  • Function effectively as Principal Point of Contact (POC) in escalated cases working directly with customers and coordinating internal effort to address customer issues
  • Support clients remotely via phone, email, or remote desktop on high level technical issues

Responsibilities For Principal Tech Support Engineer Resume

  • Take ownership of complex technical customer issues and provide enhanced support for a product or product line
  • Analyze logs and relevant data to troubleshoot and recreate customer issues on test systems
  • Understand the Product Lifecycle and future direction for the supported products or product line
  • Strong understanding of network infrastructure concepts (TCP/UDP protocols, packet routing, DHCP, etc) and devices (firewalls, proxy servers, load balancers, etc)
  • Work both independently and as a team on tasks
  • Maintain a high level of integrity, quality work standards and service excellence
  • Be a trusted advisor by providing technical support to Global Enterprise level Customers, Tier 1 TSE’s and Partners on Symantec Security Products (Threat Protection Solutions)

Responsibilities For Engineer Principal Product Support Resume

  • Assesses when it is necessary to engage or escalate to upstream resources to resolve complex issues
  • Researches and becomes knowledgeable on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Symantec software products as supported products develop
  • In depth knowledge and experience on the following Symantec line of products
  • Define and track bugs for development, and offer innovative ideas to engineering and product management to improve product quality
  • Participates in and possibly leads conference calls with customers and 3rd party Teams/Vendors
  • Participate in a on-call schedule
  • Participate in new product releases and beta cycles to ensure information and knowledge requirements are met to support these new products

Responsibilities For Technical Support Engineer, Principal, DCI Resume

  • Reviews knowledge base articles and product manuals for accuracy and completeness. Develop documentation and knowledge base articles with a view to reduce troubleshooting time and drive faster issue resolution
  • Engage in on-going training and departmental development, along with self-learnings. Mentor, train, and help develop the skills of T1 Technical Support Engineers as well as peers
  • Enterprise Level Infrastructure Technology: Active Directory, Domain Name System(DNS), DHCP
  • Virtualization technologies: VMWare, Hyper-V, AWS
  • Relational Database principles and methodologies (SQL, Oracle, MySQL)
  • Windows Exchange and/or other Mail systems
  • Diagnose performance outages and proactively identify system bottlenecks and propose solutions to address the bottlenecks
  • Generate system wide reports either through log aggregation or global sql queries to identify impact analysis regarding an issue or system wide analytics that help determine a PMG feature change

Responsibilities For Senior Principal Technical Support Engineer Resume

  • Identifying logging needs and surpluses and address them accordingly to make sure we are getting the appropriate information from the system in an efficient manner
  • Provide on-going regular updates to Sales, internal management and the customer on the progress of assigned critical cases
  • Report on status of customer situations, action plans, and customer specific engineering deliverables
  • Cross-functional coordination with Technical Support, Engineering, Business Critical Services, and Sales Account Managers
  • Work onsite with customers to troubleshoot and resolve complex product issues
  • Ensure client expectations are properly managed and that technical issues are resolved to the client's satisfaction in a timely manner
  • Provide necessary updates to management and field teams for high profile technical escalations
  • Attend regular customer and internal conference calls for high profile cases and escalations

Responsibilities For International Product Support Principal Hardware Engineer Resume

  • Replicate customer technical environment in the Support lab to recreate customer issues
  • Work closely with engineering in debugging the logs and collect data in isolating SW/HW defects and follow through on delivering a fix to customers in critical situations
  • If required, provide in-person, on-site support to customers who are experiencing major wireless issues impacting their user experiences. Collaborate with product engineering organization to fix and test critical product defects for resolution
  • Develop Knowledgebase (KB) on the complex problem resolutions to be shared with the customers and other TSEs
  • Extensive troubleshooting experiencing in Wireless RF channelization on 2.4 GHz and 5GHz frequencies including transmit power, Beam forming & Band balancing, Client Secure authentication, RADIUS, LDAP, HOT SPOT, Guest network, EU On boarding, Wireless features and configuration

Responsibilities For Technical Support Engineer, Principal Resume

  • Hands on experience in Layer 2/Layer 3 Switch/ Virtual Switch (Port, LAG, VLAN, Stack trunk links and Spanning tree configuration), Router, DNS, DHCP, Proxy, Firewall, Gateway, Wireless VOIP and VOD
  • Solve complex issues across a diverse hardware and software environment
  • Enable timely delivery of software fixes and solutions to enterprise customers
  • Promote CA mission, customer promise, and strategy; willingly adapts to and supports change. Leads and participates in projects to improve the business/products/CX
  • Continually expands knowledge of CA Support best practices, procedures and systems
  • Lead brainstorming sessions and internal projects to improve our business. Provide coaching and mentoring to less-experienced team-members to assist with progressing issues, troubleshooting and recreating customer issues
  • Work with BIA's to proactively identify team training needs; collaborates with cross functional team members to help develop and deliver training content including engineer onboarding training
  • Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals. Assist/mentor others to prioritize and balance their workload by sharing their expertise
  • Independently review and apply industry trends. Expand product and technology expertise across multiple product sets. Act as subject matter expert for multiple products

Responsibilities For Principal IT Collaboration Support Engineer Resume

  • Provide technical leadership in CA communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities. Establish community forums and blogs
  • Shares knowledge with other engineers and customers by following KCS methodologyand process. Enable customer self-service success using KCS methodology by reusing, creating, reviewing, updating, publishing and retiring knowledge. Assist/mentor colleagues in developing knowledge content
  • Participate in customer engagement (i.e site visits, user group meeting, webinars) sessions to provide or assist with customer education and expand issue prevention efforts and deepen technical knowledge of customer environment
  • Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of CA products to proactively prepare for customer engagements, assess business impact and instill immediate customer confidence
  • Use problem solving skills and product knowledge to proactively prevent future customer's issues. Proactively share information/expertise regarding recent hotfixes and knowledge documents with the customer

Responsibilities For Principal Technical Support Engineer Cisco Resume

  • Research and investigate complex issues for CA product defects for associated product(s). Use logs, traces, dumps, debuggers, reviewing product code, scripts or other software tools as a precursor to involvement by the Sustaining Engineering team
  • Experience in supporting/configuring/installing Verint Call Recorders, Quality Monitoring Application, Central Replay Server, Viewer
  • Lead and coordinate aged/escalated issues to customer's satisfaction. Provide structured follow-up coaching for less-experienced team-members
  • Provide first line support for customer service requests by completing activities including but not limited to
  • Partner with Sr. Support Delivery Management, Sr. Engineering Teams, BIA and Product Management to highlight customer's business impact and influence the prioritization of defects/issues to create fixes, documentation enhancements and such to improve the customer experience
  • Understand the Product Lifecycle and future direction for the supported products or product line. Actively participate in scrum teams including documentation and requirements review, comments on end of scrum demos, test demo environments, and supportability requirements. Share future product information with the team
  • Create and assist others in creating lab environments to replicate customer issues
  • Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation

Responsibilities For Principal Mission Critical Support Engineer Resume

  • Proactively identifies barriers preventing customer from adopting or being productive with products/solutions and leverages cross-functional teams and proactive support playbooks to increase customer satisfaction and adoption levels
  • Cultivate a growth mindset. Continual focus on professional career development opportunities including product and industry certifications
  • Shares knowledge with other engineers and customers by following KCS methodology and process. Enable customer self-service success using KCS methodology by reusing, creating, reviewing, updating, publishing and retiring knowledge. Assist/mentor colleagues in developing knowledge content
  • Analyze upstream development against current customer-reported defects and develop patches to resolve issues
  • Partner with Red Hat’s strategic cloud partners like Microsoft to jointly solve multi-vendor customer issues
  • Experience with Docker, Kubernetes, Open vSwitch, Red Hat JBoss Middleware, Apache Tomcat, Node.js, Ruby (web frameworks), Python (web frameworks), Microsoft Azure, and .NET

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