Career Development

What Does a Customer Engineer Do?

Find out what a customer engineer does, how to get this job, and what it takes to succeed as a customer engineer.

Customer engineers are responsible for interacting with customers to determine their needs and preferences. They may also be tasked with developing new products or services based on this information. Customer engineers work closely with other members of their organization, including designers, marketers, and other customer-facing employees.

Customer engineers must have strong interpersonal skills in order to effectively communicate with their clients. They must also be able to quickly analyze complex problems and come up with creative solutions that meet the needs of both the customer and the company.

Customer Engineer Job Duties

A customer engineer typically has a wide range of responsibilities, which can include:

  • Providing technical support for customers by answering questions about product features and applications
  • Conducting research to find solutions to technical problems or issues
  • Preparing reports regarding technical support issues and resolutions
  • Coordinating with vendors and suppliers to obtain new products or parts
  • Developing and implementing training programs to educate customers on the proper use of products or services
  • Performing engineering tasks such as designing prototypes or developing new products
  • Designing solutions to meet customer needs based on technical knowledge of the product or service being provided
  • Working with other departments including sales, marketing, accounting, and customer service to ensure that customer needs are met
  • Repairing equipment or providing technical support to customers when needed

Customer Engineer Salary & Outlook

Customer engineer salaries vary depending on their level of education, years of experience, and the company they work for. They may also earn additional compensation in the form of commissions and bonuses.

  • Median Annual Salary: $72,500 ($34.86/hour)
  • Top 10% Annual Salary: $122,000 ($58.65/hour)

The employment of customer engineers is expected to grow at an average rate over the next decade.

Demand for these workers depends on the growth of manufacturing firms and their need for quality control and testing services. As automation continues to be used in manufacturing, fewer customer engineers will be needed to monitor equipment. However, because many manufacturing companies are small, demand for these workers may be offset by a decline in the number of smaller firms.

Customer Engineer Job Requirements

There are a number of qualifications required to obtain a position as a customer engineer. They include:

Education: Customer engineers are typically required to have a bachelor’s degree in engineering, computer science, information technology or a related field. Some of the coursework that these degrees offer includes mathematics, engineering, programming and business.

Training & Experience: Most companies require new hires to complete a training program to learn the specific processes and procedures of the company. These programs can last from a few weeks to a few months. Some companies also require new hires to shadow an experienced employee for a period of time to learn the basics of the job before beginning the training program.

Certifications & Licenses: Customer engineers can obtain certifications to prove their skills and deepen their knowledge.

Customer Engineer Skills

Customer engineers need the following skills in order to be successful:

Technical skills: Technical skills are the abilities you have that allow you to perform your job duties. These skills can include knowledge of the products you sell, how to troubleshoot problems and how to complete tasks efficiently. Customer engineers need to have strong technical skills to be able to help customers with their product needs.

Communication skills: Customer engineers communicate with customers, coworkers and managers on a daily basis. Effective communication skills can help you build relationships with customers and coworkers, share information and ideas and resolve any issues that may arise.

Problem-solving skills: Customer engineers often work with customers to solve problems and answer questions about products. Having strong problem-solving skills can help you identify the source of a customer’s issue and find a solution. You can also use problem-solving skills to help customers understand how to use a product.

Product knowledge: Customer engineers should have a thorough understanding of the products they sell. This can help them answer customer questions, provide guidance on product features and make recommendations. It’s also important to know the company’s policies and procedures, so you can answer questions about warranties, returns and other customer service issues.

Teamwork skills: Customer engineers often work with other employees, including sales representatives, managers and other customer service representatives. Working well with others is an essential skill for customer engineers, as they often collaborate with others to solve customer issues.

Customer Engineer Work Environment

Customer engineers typically work in office settings, although they may travel to customer sites to provide on-site support. They work regular business hours, although they may be required to work evenings or weekends to meet customer deadlines or to resolve customer issues. Customer engineers typically work on teams with other customer engineers and with sales, marketing, and technical support personnel. They may also work with product development teams to provide input on new product features and functionality. Customer engineers must be able to effectively communicate with customers, sales personnel, and other engineers. They must also be able to work independently and be self-motivated to meet customer deadlines.

Customer Engineer Trends

Here are three trends influencing how customer engineers work. Customer engineers will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Need for More Technical Talent

The need for more technical talent is a trend that is being felt across all industries, but it is especially prevalent in the customer experience field.

As businesses strive to provide better customer experiences, they are increasingly turning to customer engineers to help them understand how to best implement new technologies and solutions. This requires a deep understanding of both technology and customer service, which can be difficult to find in one person.

To meet this demand, customer engineers will need to develop strong technical skills and learn how to work with a variety of different technologies. They will also need to be able to communicate effectively with other members of the team, such as marketing and product teams.

More Focus on User Experience (UX)

User experience (UX) has become an increasingly important focus for businesses in recent years. This is because UX has a direct impact on the success of a company’s products and services.

Customer engineers play a key role in ensuring that the user experience is top-notch. They do this by working closely with designers and developers to create products that are easy to use and meet the needs of the customer.

Greater Emphasis on Data Analytics

Data analytics is becoming an increasingly important part of business decision making. As data becomes more accessible, businesses are beginning to rely on it to make informed decisions about their products and services.

This trend is having a significant impact on the role of the customer engineer. Customer engineers are now responsible for collecting, analyzing, and interpreting data in order to provide insights into customer behavior. This information can then be used to improve the customer experience and drive sales.

How to Become a Customer Engineer

A career as an engineer is a great choice for people who are interested in working with their hands and solving problems. It can also be a good fit for people who want to work in a field that has a direct impact on the lives of others. As an engineer, you’ll have the opportunity to work on a variety of projects in different industries.

To become an engineer, you’ll need to earn a degree in engineering from a college or university. Most engineering degrees require at least four years of study, so it’s important to plan ahead if this is the path you want to take.

Related: How to Write a Customer Engineer Resume

Advancement Prospects

The customer engineer is responsible for the installation, maintenance, and repair of computer systems and equipment. They work with customers to diagnose problems and ensure that the systems are running smoothly.

Customer engineers may be promoted to senior customer engineer, field service manager, or other managerial positions. Those with strong technical skills may move into technical support or sales positions. Customer engineers with strong people skills may move into customer service or training positions.

Customer Engineer Job Description Example

At [CompanyX], we provide our customers with technical support for a wide range of products. We’re looking for a customer engineer to join our team and provide Tier 2 support for our products. The ideal candidate will have experience with customer support, as well as a strong technical background. He or she will be responsible for providing support to customers via phone, email, and chat, as well as troubleshooting technical issues. Additionally, the customer engineer will be responsible for creating and updating support documentation.

Duties & Responsibilities

  • Serve as the primary technical point of contact for customers during their evaluation, installation, and on-going use of our products
  • Work closely with customers to ensure they are successful in achieving their business objectives
  • Understand customer workflows and how our products fit within those workflows
  • Help customers configure our products to meet their specific needs
  • Train customers on the use of our products
  • Write detailed documentation to help customers troubleshoot issues and maximize the use of our products
  • Escalate customer issues to the appropriate internal teams and follow up until resolution
  • Proactively identify opportunities to improve the customer experience and make recommendations to the team
  • Advocate for customers internally, providing feedback to product and engineering teams on how we can improve our products
  • Stay up-to-date on our products, features, and roadmap
  • Attend trade shows and other events on behalf of the company
  • Provide input on sales proposals and contracts

Required Skills and Qualifications

  • Bachelor’s degree in engineering, computer science, or related field
  • 2+ years experience in customer-facing technical support or professional services role
  • Experience with enterprise software applications, databases, or networking
  • Excellent analytical and problem-solving skills
  • Exceptional written and verbal communication skills
  • Ability to work independently and as part of a team

Preferred Skills and Qualifications

  • Master’s degree in engineering, computer science, or related field
  • 4+ years experience in customer-facing technical support or professional services role
  • Experience with enterprise software applications, databases, or networking
  • Strong project management skills
  • Certification in relevant technology

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