How to hire an advanced technical support

How to hire an advanced technical support, step by step

Here's a step-by-step advanced technical support hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write an advanced technical support job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new advanced technical support
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   Before you post your advanced technical support job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find an advanced technical support for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   An advanced technical support's background is also an important factor in determining whether they'll be a good fit for the position. For example, advanced technical supports from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   This list presents advanced technical support salaries for various positions.

   Type of Advanced Technical Support	Description	Hourly rate
   Advanced Technical Support	Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization... Show more	$30-64
   Support Agent	As the name entails, the job of a customer support agent is to provide excellent support and assistance to both new and existing customers. You will provide customers with information on products or services, oversee and resolve customer complaints, cancellations, errors, and other issues, assist in maintaining customer satisfaction and retention... Show more	$10-28
   Customer Support Technician	A customer support technician is responsible for resolving customer complaints with their network issues through remote communication, providing the customers with a step-by-step procedure to fix their systems. Customer support technicians assist the customers in setting up their programs and applications, guiding them with the instructional manuals, and responding to the inquiries and concerns they have... Show more	$11-26

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Service
   • Technical Troubleshooting
   • Inbound Calls
   • Technical Issues
   • Technical Support
   • Windows
   • Android
   • One-Call Resolution
   • Remote Support
   • IOS
   • Customer Support
   • Billing Issues
   • Cell Phones
   • Network Issues

   Check all skills

   Responsibilities:

   • Manage all operating end-user software including JavaScript - updating/installing Java.
   • Use of software to include the XP / windows.
   • Support, install and upgrade SCCM workstation client software.
   • Travele to remote locations to replace and repair servers, workstations and other equipment.
   • Exercise previous as well as newly acquire knowledge towards IPv4/IPv6 and VOIP to exceed expectations.
   • Set up and maintain LAN and computer maintenance to include software and hardware installs and updates.

3. Make a budget

   Including a salary range in your advanced technical support job description is one of the best ways to attract top talent. An advanced technical support can vary based on:

   • Location. For example, advanced technical supports' average salary in montana is 47% less than in new jersey.
   • Seniority. Entry-level advanced technical supports 53% less than senior-level advanced technical supports.
   • Certifications. An advanced technical support with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in an advanced technical support's salary.

   Average advanced technical support salary

   $92,296yearly

   $44.37 hourly rate

   ---

   Entry-level advanced technical support salary

   $63,000 yearly salary

   Updated December 15, 2025

4. Writing an advanced technical support job description

   An advanced technical support job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of an advanced technical support job description:

   Advanced technical support job description example

   Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.
   
   No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!
   
   Ciena, "Advance Technical Support Team", has a vacancy in EST time zone of North American for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team.
   
   This is a post-sales technical role with focus on assisting customer use the product as well as handle customer tickets/cases open for Blue Planet product/portfolio. The team provides technical support, delivers hands on product evaluation to customers from one-day product demos and works with customer for technical assistance pre-sales.
   
   The successful candidate will need to enjoy working daily with customers and have a “Customer First” attitude to their role.
   
   This role will require person to have good breadth of knowledge as well as sense of urgency to help resolve customer issue at the earliest, curiosity about learning various applications and showing self-motivation in understanding and making attempts to resolve customer problems,
   
   This role also requires experience troubleshooting performance-based issues and ability to provide solutions as required as well as work with Customers to provide RCA and document the takeaways acquired in that process.
   Duties & Responsibilities:
   · Monitor support queue for new customer case tickets and take ownership of cases to provide resolution and closure.
   · Main focus is supporting local customers in the current time zone, occasional off hours and weekend hours required.
   · Raise issues with development teams as required to get issues resolved and delivered to the customer.
   · Come up with workarounds to minimize Customer dis-satisfaction with functionality shortcomings.
   · Bring feedback back into Account/PLM/R&D community to help improve product functionality in future releases.
   Skills:
   · Detailed-oriented with strong analytical and problem resolution skills in a customer facing role.
   · Expert monitoring and debugging skills to collect all the needed information with minimal access and provide information to engineering/PLM for resolution.
   · Good automation skills to come up with tools which will help in collecting required information from Customer site with minimal down-time.
   · Strong written and oral communication skills. Good communication is a must for this role both at a high-end technical level (general product overview) down to deep dive root cause type analysis.
   · Should be able to work independently and be able to work with a globally distributed team (Occasional weekend support and extra hours needed).
   
   Experience in below:
   · Linux navigation skills with some shell scripting is mandatory.
   · Strong Network Troubleshooting experience.
   · Work experience and strong exposure to the Network Management solutions/Systems.
   · Languages: JAVA, Python, Shell Scripting.
   · Database(s): PostgreSQL, Mysql, clickhouse
   · Experience working on IGP (ISIS, OSPF), BGP, L2/L3 VPN, SNMP, Syslog, ICMP, SSH
   · Ability and experience in working with Traffic-Netflow/Sflow/Cflow/Netstream.
   · Experience in using monitoring tools like Nagios, Grafana etc helpful.
   · Deployment environment: Docker, microservices.
   · Deployment experience in cloud based environment AWS/Azure is a plus!
   · Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other)
   
   Education & Experience:
   · Bachelor's degree in related field from a college or university with 5+ years related experience (or Master with 3+ years).
   · Preferably of 5+ years' experience supporting software solutions
   · Minimum of 3-5 years in a customer facing or pre-sales role, hands on product evaluation
   · Development experience in scripting/automation is recommended
   
   #LI-RV1
   
   Being You @ Ciena
   As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual's strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination. Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.
   
   We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena's interview process or seeking employment with us.

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right advanced technical support for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your advanced technical support job on Zippia to find and recruit advanced technical support candidates who meet your exact specifications.
   • Use field-specific websites such as dice, engineering.com, stack overflow, it job pro.
   • Post a job on free websites.

6. Interview candidates

   Recruiting advanced technical supports requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   It's also good to ask about candidates' unique skills and talents to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you can move on to the technical interview.

   While interviews are great, you will only sometimes learn enough from a conversation with an advanced technical support applicant. In those cases, having candidates complete a test project can go a long way in figuring out who's the most likely to succeed in the role. If you aren't a technical person and don't know how to design an appropriate test, you can ask someone else on the team to create it or take a look at these websites to get a few ideas:

   • TestDome
   • CodeSignal
   • Testlify
   • BarRaiser
   • Coderbyte

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new advanced technical support

   Once you have selected a candidate for the advanced technical support position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   To prepare for the new advanced technical support first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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