Support engineers, or as they are sometimes known, technical support engineers, are a part of the customer services team and are usually a first point of call for customer queries, complaints or suggestions. They require in-depth knowledge of the product so they can walk customers through troubleshooting solutions. They also take into consideration any issues brought up by other company departments and generally contribute to reviewing product updates and research into new technologies. Most companies will have 2-3 lines of technical support with customers being moved down the chain depending on how difficult their issue is. 2nd and 3rd line support are therefore much more technical than 1st line.
What Skills or Qualifications do Support Engineers Need?
Support engineers come from a variety of backgrounds. Some have studied technical degrees at university, others have no technical background but have an interest in IT and have taught themselves enough independently to enter the industry. There are a variety of different levels of support engineer. On top of that, support engineers require a set of very specific hard skills and some very important soft skills.
Support Engineer Hard Skills Include:
Knowledge of operating systems (Windows, Linus, Mac OS)
Understanding of computer systems, networks, mobile apps and devices
Understanding of LAN/WAN/MAN
Knowledge of scripting languages (Perl, Python, BASH)
Some familiarity with desk software (Zendesk)
Support Engineer Soft Skills Include:
Customer service skills (empathy)
A can-do attitude
Ability to multitask
Types of Support Engineer Job Roles:
Associate support engineer – an associate support engineer supports the support engineers in troubleshooting systems and products to help customers. They are proficient in most of the hard skills of a support engineer but are not in direct contact with the customer.
System support engineer – a system support engineer helps to install and maintain all software and systems used, providing technical support for all customers. They develop any algorithms needed to automate systems and create a better service.
Technical support engineer – A technical support engineer oversees computer hardware or software for a company, they resolve issues to do with online accounts for customers by diagnosing and fixing the issue remotely.
Senior technical support engineer – a senior technical support engineer is the same as a technical support engineer, they have the same skills and experience, however, they also manage the junior staff, providing training and support when needed.
What Industries do Support Engineers Work In?
Support engineers can work in the following industries:
Public services including gas, electrics, and water
Salary Expectations for Support Engineer Jobs:
The average support engineer job salary in the UK is between £25,000 – £35,000. Those who are senior, and who are working 2nd or 3rd line could potentially earn up to £60,000, especially those with a particular niche technical skillset.
Application Support Engineer
Salary up to £37k + bonus and benefits
SectorIT Support IT Support Engineer
Application Support Engineer - London
Application Support Engineer is required for an exciting and innovative Software House Company/Sports Betting based in London. The successful application support engineer will take ownership of su...