Technical Support Engineer resume example
By Bhagirath Sheela, founder of JobCatch ·
Technical support engineers solve problems customers or employees cannot. Employers look for the products and systems you support, the volume and level of tickets you handle, your resolution times and satisfaction scores, and the languages you can support in.
What recruiters look for
- Products and systems supported, and the support level (L1, L2, L3)
- Ticket volume, resolution time and customer satisfaction (CSAT)
- Troubleshooting skills: networks, operating systems, applications, logs
- Languages spoken, and shift or international-client experience
Section order
With experience
- Summary
- Experience
- Skills
- Education
- Certifications
As a fresher
- Summary
- Education
- Internships
- Skills
- Achievements
Summary examples
Fresher
Technical support engineer with a BCA, a CompTIA A+ certificate and a six-month internship on a company IT helpdesk handling 25 tickets a day.
Experienced
L2 technical support engineer with four years supporting a SaaS accounting product for customers in India and the Middle East. Resolve 30 tickets a day with a 94% CSAT and wrote 60 help articles.
Skills, spelled the way postings spell them
An applicant tracking system matches the words in the job posting, and it does not reliably treat two spellings as one skill. The left column is the form most postings use; the right, other spellings people type. Use the posting's own spelling for each application, and list only what you can discuss in an interview.
| Skill | Also written as |
|---|---|
| Customer service | Customer support, Customer handling |
| Linux | Unix, Ubuntu, RHEL |
| SQL | Structured Query Language |
| API testing (Postman) | Postman, API testing |
| JIRA | Atlassian Jira |
| Documentation | Technical writing, Record keeping |
| English | — |
| Hindi | — |
| Microsoft Office | MS Office, Office 365 |
| Shell scripting | Bash, Shell, Bash scripting |
Also worth listing if you have them: Troubleshooting, Ticketing tools (Zendesk, Freshdesk, ServiceNow), Windows administration.
Bullet examples
Each bullet says what you did and what changed because of it. Change the numbers to your own; a recruiter will ask about every one.
- Resolve about 30 L2 tickets a day for a SaaS accounting product, with 94% CSAT.
- Diagnose integration issues by reading API logs and reproducing calls in Postman.
- Wrote 60 help articles that cut repeat tickets on the top issues by 25%.
- Run SQL queries to investigate data issues before escalating to engineering.
- Support customers in English and Hindi across Indian and UAE shifts.
For freshers: projects and internships
- Internship: handled 25 helpdesk tickets a day for a 500-person office — laptops, email, VPN and printers.
- Set up a home network lab to practise troubleshooting DNS, DHCP and Wi-Fi problems.
- Passed CompTIA A+.
Mistakes to avoid
- No numbers. Ticket volume, resolution time and CSAT are the scorecard.
- Leaving out languages and shifts. Both are often requirements in support postings.
- Hiding technical depth. Logs, SQL and API debugging are what move you from L1 to L2.
What an ATS reads from this sample
An applicant tracking system turns the PDF into plain text before anyone reads it. This is that text for the sample above, extracted by the same code as "What the ATS reads" in the app. Everything is in reading order, under the right heading, with the name and email intact — which is what a single-column template is for.
Joseph Fernandes Technical Support Engineer [email protected] • +91 98765 43210 • Mangaluru, Karnataka • linkedin.com/in/josephfernandes Summary L2 technical support engineer with four years supporting a SaaS accounting product for customers in India and the Middle East. Resolve 30 tickets a day with a 94% CSAT and wrote 60 help articles. Skills Customer service · Linux · SQL · API testing (Postman) · JIRA · Documentation · English · Hindi · Microsoft Office · Shell scripting · Troubleshooting · Ticketing tools (Zendesk, Freshdesk, ServiceNow) · Windows administration Languages English · Hindi Experience Technical Support Engineer (L2), Ledgerbook Software Mar 2022 – Present Mangaluru Resolve about 30 L2 tickets a day for a SaaS accounting product, with 94% CSAT. Diagnose integration issues by reading API logs and reproducing calls in Postman. Wrote 60 help articles that cut repeat tickets on the top issues by 25%. IT Support Associate, Bluegate Technologies Jul 2020 – Feb 2022 Mangaluru Run SQL queries to investigate data issues before escalating to engineering. Support customers in English and Hindi across Indian and UAE shifts. Education BCA, Computer Applications 2017 – 2020 St Aloysius College, Mangaluru · 76% Certifications CompTIA A+, 2020 Projects Help articles 60 help articles that cut repeat tickets on the top issues by 25%.
Interview questions to prepare
The app's interview prep for this sample and a plain Technical Support Engineer posting. It works from the resume and the posting only, and tells you how to prepare, never what to say.
Questions every interview has
- Tell me about yourself. Two minutes: what you do now (Technical Support Engineer (L2) at Ledgerbook Software), one result you are proud of, and why this role is next.
- Why do you want this job? Read their website and one recent piece of news before the call. Name something specific.
- Why are you leaving your current job? Say what you are moving towards. Do not criticise your employer.
- What is your notice period, and what salary are you expecting? Decide your number before the interview, so you are not deciding it on the call.
About the skills the job asks for
- Tell me about a time you used SQL. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used Linux. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used API testing (Postman). Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used JIRA. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used Customer service. Pick one real example: what the problem was, what you did, and what changed.
- Tell me about a time you used Documentation. Pick one real example: what the problem was, what you did, and what changed.
About what the resume claims
- You wrote: "Resolve about 30 L2 tickets a day for a SaaS accounting product, with 94% CSAT." Expect three follow-ups: how exactly, what was your own part, and how you know it worked.
- You wrote: "Diagnose integration issues by reading API logs and reproducing calls in Postman." Expect three follow-ups: how exactly, what was your own part, and how you know it worked.
- You wrote: "Wrote 60 help articles that cut repeat tickets on the top issues by 25%." Expect three follow-ups: how exactly, what was your own part, and how you know it worked.
Questions to ask them
- What would a good first three months in this role look like?
- Who would I work with most closely?
- What are the next steps, and when should I expect to hear back?
Templates that suit this role
All of these are single-column and read cleanly by an applicant tracking system. Classic is free, with no watermark.
Questions
How do I move from L1 to L2 support?
Show troubleshooting depth: reading logs, running SQL, reproducing issues with tools like Postman, and writing up root causes. Help articles you wrote are good evidence too.
Should a support resume list spoken languages?
Yes, high up. Many support roles require a specific language, and a second Indian language or a foreign one can decide the shortlist.
Next: the Technical Support Engineer cover letter the app drafts from this resume, and how to show Linux, SQL, API testing (Postman) on a resume.
More business & ops resume examples: Project Manager · Operations Executive · Customer Success Manager · Digital Marketing Executive · HR Executive · Sales Executive · Financial Analyst