What Does a Technical Support Engineer Do?

Technical support engineers are the people who answer your phone when you call a company for help. They’re responsible for handling customer service issues and questions, including everything from basic inquiries about products or services to more complex problems that require technical knowledge to resolve.

Technical support engineers must be able to quickly assess each situation they encounter and determine the best course of action to take. They may need to research solutions on their own or refer customers to other departments within the company for additional assistance.

Technical Support Engineer Job Duties

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

• Participating in regular meetings with other members of the team to discuss project status and upcoming milestones
• Working with customers to identify and troubleshoot problems with existing systems or processes
• Analyzing customer issues and recommending solutions based on best practices and industry standards
• Providing support for computer hardware devices such as printers, scanners, and computers
• Researching new technologies and products that may be beneficial to the company
• Coordinating with other members of the IT department to solve complex computer issues
• Working closely with clients to develop custom solutions that fit their needs
• Installing and configuring new computer software and hardware systems
• Providing technical support for all computer applications used by the company

Technical Support Engineer Salary & Outlook

Technical support engineers’ salaries vary depending on their level of education, years of experience, and the company size and industry. They may also earn additional compensation in the form of bonuses.

• Median Annual Salary: $70,500 ($33.89/hour)
• Top 10% Annual Salary: $114,000 ($54.81/hour)

The employment of technical support engineers is expected to grow much faster than average over the next decade.

Demand for these workers is expected to increase as more companies seek to improve their customer service and efficiency. In addition, demand will be driven by the need to update and maintain existing computer systems.

Related: 25 Technical Support Engineer Interview Questions and Answers

Technical Support Engineer Job Requirements

A technical support engineer typically needs to have the following:

Education: Technical support engineers need at least a bachelor’s degree. Many companies prefer candidates who have a master’s degree in computer science, information technology or a related field.

Training & Experience: Technical support engineers typically receive on-the-job training after they are hired. This training may last for a few weeks to a few months and may include instruction on the company’s specific policies and procedures, the software and hardware they use and the best methods for troubleshooting and resolving customer issues.

Certifications & Licenses: Technical support engineers don’t need certifications to earn their position, but they can earn certifications to gain additional knowledge about their responsibilities and further advance their career.

Technical Support Engineer Skills

Technical support engineers need the following skills in order to be successful:

Communication skills: Communication skills are essential for technical support engineers. You must be able to communicate with customers and colleagues in a professional and courteous manner. You must also be able to explain technical concepts to customers in a way they can understand.

Technical knowledge: Technical knowledge is the ability to understand and apply technical processes and procedures. This is an essential skill for any support engineer, as it allows you to identify and solve customer issues. You can develop your technical knowledge by taking classes, reading manuals and researching solutions online.

Problem-solving skills: Problem-solving skills are essential for technical support engineers. They use these skills to identify and resolve customer issues. They also use these skills to identify and resolve technical issues that may be preventing customers from accessing the company’s products or services.

Attention to detail: Attention to detail is the ability to notice small changes in a system or process. Attention to detail is important for technical support engineers because it allows them to identify and resolve issues quickly. For example, if a customer is experiencing a software issue, being able to identify the problem quickly can help the customer resolve the issue and continue their work.

Customer service: Customer service skills can help you interact with customers and clients in a professional and helpful manner. As a technical support engineer, you may be the first person a customer speaks to when they have an issue with a product. Providing excellent customer service can help you build trust with customers and help you solve their issues more efficiently.

Technical Support Engineer Work Environment

Technical support engineers work in a variety of settings, including corporate offices, manufacturing plants, and research laboratories. They may work in teams or individually and often have contact with customers or clients. They may be required to travel to customer sites or to attend conferences or training sessions. Technical support engineers typically work a regular 40-hour week, but they may have to work evenings or weekends to meet deadlines or to resolve emergencies. They may also be on call 24 hours a day to provide technical support. The work can be stressful, and technical support engineers must be able to handle pressure and solve problems quickly and efficiently.

Technical Support Engineer Trends

Here are three trends influencing how technical support engineers work. Technical support 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. This is especially true in the tech industry, where companies are struggling to find qualified candidates to fill their open positions.

As the demand for technical support engineers increases, those who are able to provide this type of support will be in high demand. Those who are able to provide this type of support will be well-positioned to take advantage of this trend and find success in the industry.

More Focus on Preventative Maintenance

As businesses become more reliant on technology, the need for preventive maintenance becomes increasingly important. This is because technology can often break down without warning, which can cause major disruptions to business operations.

Technical support engineers can capitalize on this trend by becoming experts in preventive maintenance. They can then use this expertise to help businesses keep their technology running smoothly and avoid costly downtime.

Greater Use of Cloud Services

Cloud services have become an increasingly popular option for businesses looking to manage their data. This is because cloud services offer many benefits, such as increased security and reduced costs.

As cloud services continue to grow in popularity, Technical Support Engineers will need to learn how to troubleshoot issues with these services. This includes understanding how to configure cloud services, as well as how to manage user accounts.

How to Become a Technical Support Engineer

A career as a technical support engineer can be both rewarding and challenging. It’s important to consider the type of company you want to work for, as well as the type of work you want to do. Do you want to work in a fast-paced environment or a more relaxed one? Do you want to work with computers or other types of technology?

It’s also important to keep up with the latest technologies so that you can provide the best possible customer service. You should also be prepared to learn new things on a regular basis. As technology changes, so will the way you do your job.

Advancement Prospects

Technical support engineers typically start out in entry-level positions and advance to positions of greater responsibility over time. With experience, they may move into positions such as technical support manager, product manager, or sales engineer.

Some technical support engineers eventually move into other related fields, such as sales, marketing, or management. Others may become self-employed consultants. Still others may use their technical expertise to move into unrelated fields, such as finance or healthcare.

Technical Support Engineer Job Description Example

At [CompanyX], we provide our customers with top-of-the-line products and services. In order to maintain this level of quality, we need a technical support engineer who can provide expert level support and troubleshooting. The ideal candidate will have experience with a wide range of products and services, as well as the ability to quickly learn new technologies. They will be responsible for handling customer inquiries via phone, email, and chat, as well as creating and updating support documentation. Additionally, they will work closely with the engineering team to reproduce and debug customer issues.

Duties & Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing technical support for software products
• Diagnose and troubleshoot technical issues, researching answers as needed
• Walk customers through step-by-step solutions when necessary
• Update existing knowledge base articles and create new ones as needed
• Train other team members on technical support processes and procedures
• Monitor ticketing system for new issues and prioritize accordingly
• Follow up with customers to ensure issue has been resolved
• Escalate complex issues to senior staff as necessary
• Keep abreast of new product features and updates
• Assist in testing of new products and features before release
• Provide feedback to development team on potential bugs and areas for improvement
• Participate in team meetings and contribute to continuous improvement initiatives

Required Skills and Qualifications

• Bachelor’s degree in computer science, engineering, or related field
• 3+ years experience in technical support, customer service, or a related role
• Exceptional analytical, problem-solving, and troubleshooting skills
• Strong written and verbal communication skills
• Proficient in Microsoft Office and Windows operating systems
• Ability to quickly learn new software and technologies

Preferred Skills and Qualifications

• Experience with Linux/Unix operating systems
• Experience with programming languages such as Java, C++, or SQL
• Experience working in a fast-paced environment
• Familiarity with ticketing systems and remote desktop applications