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.
- 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.
- 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.
Support Engineer Salaries
Average Base Pay
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.
Average Years of Experience
Support Engineer Insights
“Good for fresh grad and a good stepping stone for those who want to pursue an IT career.”
“Clients need constant attention and progress on issues which is not always applicable leading to friction.”
“Part of a great team (I work on a contract) and really enjoy what I do.”
“Salaries are not the best among the companies at the same field but still are good”
“The legacy Noble team (or what's left of it) is great to work with.”
“performance pay is used as a way to prop up salary because base pay is low.”
“It is very easy to find yourself working longer hours if you enjoy your products or projects.”
“Taking the job at Varonis was the best decision I have ever made in my career path.”
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.
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.