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Become A Lead Support Engineer

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Working As A Lead Support Engineer

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $96,000

    Average Salary

What Does A Lead Support Engineer Do

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. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Lead Support Engineer

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Average Length of Employment
Top Careers Before Lead Support Engineer
Internship 3.6%
Engineer 3.0%
Top Careers After Lead Support Engineer
Engineer 4.9%
Consultant 3.4%
Manager 3.4%

Do you work as a Lead Support Engineer?

Lead Support Engineer Demographics

Gender

Male

78.1%

Female

12.9%

Unknown

9.0%
Ethnicity

White

57.5%

Hispanic or Latino

15.3%

Asian

12.5%

Black or African American

10.1%

Unknown

4.6%
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Foreign Languages Spoken

Spanish

13.8%

French

10.3%

Telugu

6.9%

Romanian

6.9%

Hindi

6.9%

Russian

6.9%

Swedish

3.4%

Danish

3.4%

Kurdish

3.4%

Finnish

3.4%

Ukrainian

3.4%

German

3.4%

Vietnamese

3.4%

Turkish

3.4%

Norwegian

3.4%

Carrier

3.4%

Polish

3.4%

Korean

3.4%

Arabic

3.4%

Italian

3.4%
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Lead Support Engineer Education

Schools

University of Phoenix

18.8%

San Jose State University

8.8%

University of Texas at Austin

7.5%

University of Colorado at Boulder

6.3%

Strayer University

5.0%

University of Houston

5.0%

Santa Clara University

5.0%

Arizona State University

3.8%

Western Governors University

3.8%

Michigan State University

3.8%

Texas State University

3.8%

A-Technical College

3.8%

University of North Carolina at Greensboro

3.8%

Texas A&M University

3.8%

George Washington University

3.8%

Dallas Baptist University

3.8%

Saint Mary's University

2.5%

North Carolina State University

2.5%

University of Pennsylvania

2.5%

University of Massachusetts - Boston

2.5%
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Majors

Computer Science

15.0%

Business

13.4%

Electrical Engineering

13.4%

Computer Information Systems

8.0%

Computer Networking

7.0%

Information Technology

6.1%

Computer Engineering

5.1%

Mechanical Engineering

5.1%

Information Systems

3.8%

Project Management

3.2%

Computer Technical Support

2.6%

Computer Applications

2.6%

Engineering

2.6%

Aerospace Engineering

2.2%

Management Information Systems

1.9%

Civil Engineering

1.9%

General Studies

1.6%

Management

1.6%

Physics

1.6%

Electrical Engineering Technology

1.3%
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Degrees

Bachelors

42.6%

Masters

23.3%

Other

17.4%

Associate

10.5%

Certificate

4.4%

Diploma

1.2%

Doctorate

0.7%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$96,000
View Detailed Salary Report
$76,000
Min 10%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$122,000
Max 90%
Best Paying Company
Guidewire Software
Highest Paying City
San Jose, CA
Highest Paying State
Alaska
Avg Experience Level
2.8 years
How much does a Lead Support Engineer make at top companies?
The national average salary for a Lead Support Engineer in the United States is $96,534 per year or $46 per hour. Those in the bottom 10 percent make under $76,000 a year, and the top 10 percent make over $122,000.

Real Lead Support Engineer Salaries

Job Title Company Location Start Date Salary
Lead Support Engineer VEEX Inc. Fremont, CA Feb 09, 2016 $124,000
Technical Lead Support Software Engineer Guidewire Software, Inc. Foster City, CA Dec 09, 2016 $115,867
NOR PI Module Support Lead Engineer Micron Technology, Inc. Manassas, VA May 03, 2016 $115,000
Team Leader, Software Technical Support, Software Engineering Department Murex North America Inc. New York, NY Aug 25, 2016 $110,500 -
$120,000
Principal Support ENG (SR. Technical Lead) Tibco Software, Inc. Palo Alto, CA Jul 24, 2014 $110,500
SR. Tech/Lead Support Engineer Tibco Software, Inc. Palo Alto, CA Jan 08, 2016 $109,100
NOR PI Module Support Lead Engineer Micron Technology, Inc. Manassas, VA Mar 05, 2013 $101,600
Lead Support Engineer Meltwater News Us1 Inc. San Francisco, CA Feb 29, 2016 $100,000
Lead Support Systems Engineer H5 Technologies, Inc. San Francisco, CA Apr 19, 2016 $100,000
Lead Support Engineer Manpower Professional Services, Inc. Milpitas, CA Jan 31, 2011 $98,861 -
$138,410
Lead Support Software Engineer Guidewire Software, Inc. Foster City, CA Jan 27, 2013 $97,081 -
$145,621
Support Engineer, Deputy Project Lead Riverbed Technology Bethesda, MD Mar 19, 2015 $94,910
NOR PI Module Support Lead Engineer Micron Technology, Inc. Manassas, VA Dec 02, 2014 $93,962 -
$115,000
Engineering Support Lead-Rf Systems Rohde & Schwarz, Inc. San Jose, CA Aug 19, 2016 $91,104 -
$170,000
Lead Engineer, Technical Support Coupons.com Incorporated Mountain View, CA Sep 16, 2012 $91,020
Sharepoint Technical Lead-Support Engineer Compware Technologies Inc. New York, NY Nov 11, 2011 $90,000
Lead Support Engineer VEEX Inc. Fremont, CA Sep 02, 2013 $86,412
Engineering Field Action Team, Customer Support Lead Philips Medical Systems (Cleveland), Inc. Highland Heights, OH Aug 14, 2016 $85,075
Lead Support Engineer (Software Development) Broadsoft, Inc. McLean, VA Sep 21, 2015 $81,100
Lead Support Engineer (Software Development) Mportal, Inc. McLean, VA Sep 21, 2015 $81,100
Lead Support Engineer Epical Medical Innovations, LLC San Clemente, CA Aug 20, 2016 $80,141
Engineering Support Lead-Rf Systems Rohde and Schwarz, Inc. San Jose, CA Nov 05, 2014 $79,477 -
$140,000
Lead Support Engineer Campaign Monitor, Inc. San Francisco, CA Nov 16, 2015 $77,064 -
$105,000
Lead Manufacturing Support Engineer General Electric Company-Infrastructure Houston, TX Oct 01, 2010 $77,000
Support Engineer Lead Chartboost, Inc. San Francisco, CA Aug 19, 2016 $76,107 -
$97,000
Curam Lead Support Engineer IBM India Private Limited New York, NY Dec 15, 2014 $74,909 -
$81,315

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Top Skills for A Lead Support Engineer

  1. Technical Support
  2. Customer Service
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Assisted management with technical evaluation and training of Service Engineers and Technical Support and made recommendations regarding formal technical training requirements.
  • Earned solid reputation for resolving complex issues and providing Exceptional customer service.
  • Performed Reliability and Maintainability Engineering Task analysis and authored procedures for AH1Z and UH1Y aircraft.
  • Input, maintain and resolve Windows XP and Windows 7 incidents logged into the ResolveIT ticket system.
  • Created Derived tables, Developed Stored Procedures, Packages and Triggers database using PL/SQL.

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Top 10 Best States for Lead Support Engineers

  1. Maryland
  2. California
  3. Virginia
  4. Connecticut
  5. New Hampshire
  6. District of Columbia
  7. Washington
  8. New Jersey
  9. Texas
  10. Rhode Island
  • (2,300 jobs)
  • (7,678 jobs)
  • (4,180 jobs)
  • (610 jobs)
  • (412 jobs)
  • (793 jobs)
  • (1,547 jobs)
  • (1,333 jobs)
  • (3,715 jobs)
  • (150 jobs)

Top Lead Support Engineer Employers

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