What does a Support Engineer do?

Support engineers assist customers with tech support concerns and challenges, and also recommend solutions to address needs they may have. Engineers are commonly employed by technology companies and tend to focus on products and services produced by their company or its strategic partners. They assess customer needs, identify challenges or issues, and configure solutions that are customized for their individual needs. They assist with achieving a satisfactory resolution to any issues or problems a customer may be experiencing. They may write training manuals, help guides, and other support materials.

Support engineers typically have a high school diploma, although some roles require at least an associate degree. They commonly have a background in tech support or customer service. They should have in-depth knowledge of common programs and solutions, especially the products and services used by customers in their industry.

What responsibilities are common for Support Engineer jobs?
  • The IT Support Engineer will work as a member of the internal customer support team in IT Operations.
  • Document, maintain, upgrade or replace hardware and software systems.
  • Collaborate with internal teams or vendors to execute projects.
  • Automate manual tasks and create/improve small tools that help make team operations more efficient.
  • Receive and respond to inbound incident request from clients, and internal and external users
  • Identify potential changes and system improvements to present to IT management consideration and implementation.
  • Provide email, web, and phone support to Snowflake customers and partners.
  • Create scripts as needed to support application deployments and improve existing workflows.
  • Be a support leader throughout the larger organization and are regularly engaged to work on cross-team planning.
  • Instruct customers in the operation and maintenance of the system.
  • Provide ad hoc feedback about trends and new issues.
  • Participate in after-hours support rotation for priority user support.
  • Ensure infrastructure networking and computing systems remain available during production hours.
  • Mentor and train other technical support staff on technical and procedural matters.
  • Work with customers to provide configuration changes or deploy product enhancements.
  • Perform routine tasks to maintain computer equipment and their peripherals.
  • Aid higher tier engineering staff with problem research and documentation.
What are the typical qualifications for Support Engineer jobs?
  • Bachelor's or Graduate's Degree in computer engineering, computer science, information systems or systems engineering, or equivalent experience.
  • Experience with applicable software and systems including MCSD, MCSE, and SQL.
  • An excellent communicator and collaborator.
  • Prior consulting experience.
  • Comfortable with processes such as scripting and debugging.
  • Skilled at performance analysis and running operating systems.
  • Is a natural problem solver.
EducationBachelor's Degree
Work/Life Balance
3.7 ★
Salary Range--
Career Opportunity
3.7 ★
Avg. Experience2-4 years

Support Engineer Salaries near United Kingdom

Average Base Pay

£39,741 /yr
Not including cash compensation
See More Insights
Not enough salaries reported to show distribution
See More Insights
Glassdoor Estimated Salary

Support Engineer Career Path

Learn how to become a Support Engineer, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

Support Engineer
Support Engineer I
Support Engineer

Years of Experience Distribution

0 - 1
2 - 4
5 - 7
Not including years spent in education and/or training

Support Engineer Insights

Read what Support Engineer professionals have to say about their job experiences and view top companies for this career.
Clinical Support Engineer
12 Jun 2022

“Stryker hires the best talent and it is a very difficult to get your foot in the door.”

Premier Support Engineer
16 Mar 2022

“Clients need constant attention and progress on issues which is not always applicable leading to friction.”

Teamware SolutionsTeamware Solutions
Production Support Engineer
17 Nov 2022

“I have spent an year in teamware Solutions and it was great working with them.”

Global Technology AssociatesGlobal Technology Associates
Support Engineer
5 Aug 2021

“Part of a great team (I work on a contract) and really enjoy what I do.”

Support Engineer
6 Mar 2023

“Career progression is decent depending on the path you want to take and the department you're in.”

Escalation Support Engineer
6 Oct 2023

“call is handled well and is far better than anywhere else i have worked but it does exist.”

Allygram Systems and Technologies
PLM Support Engineer
2 Sept 2022

“I would not recommend it to anyone based on the market standard salary is not good”

Support Engineer
12 Nov 2022

“Good career advancement (if you able to made it past 4 years in here)”

See More

Support Engineer Interviews

Frequently asked questions about the role and responsibilities of support engineers

The typical day of a support engineer includes answering customer questions, helping them troubleshoot technical challenges, and ensuring their products work as intended. Throughout the day, they might also file reports, learn about product updates, and manage customer orders to support customers and coworkers.

Working as a support engineer will present unique challenges each day. Engineers will have to problem-solve to find helpful solutions to challenges or questions. This can create an exciting work environment. Support engineers thrive on the sometimes fast-paced workloads they receive.

The average salary of a support engineer is £39,741 per year. However, some can make even more depending on their experience level and where they work. Engineers can pursue advanced positions within companies, such as a senior support engineer. This can help increase their salary up to £51,188 per year.

Though support engineers might have more stimulating work environments, they can also face certain challenges, such as unhappy customers. Those customers might be less patient with engineers, causing some unpleasant conversations or email exchanges. To deal with this, engineers need to have excellent customer service skills and patience.

Related Careers

Desktop Engineer
13% skills overlap
Technical Support Specialist
No skills overlap
Helpdesk Technician
13% skills overlap
Technical Support Engineer
No skills overlap

Support Engineer jobs