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The differences between product support analysts and support leads can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both a product support analyst and a support lead. Additionally, a support lead has an average salary of $86,816, which is higher than the $59,531 average annual salary of a product support analyst.
The top three skills for a product support analyst include product support, escalate and technical support. The most important skills for a support lead are customer service, cash management, and POS.
| Product Support Analyst | Support Lead | |
| Yearly salary | $59,531 | $86,816 |
| Hourly rate | $28.62 | $41.74 |
| Growth rate | 10% | 10% |
| Number of jobs | 165,138 | 98,872 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 58% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
Product support analysts provide support to clients by addressing their issues through phone calls or emails. They assess the failures, systemic problems, hardware, and bugs. Their responsibilities include application and operating system configuration, recovery and maintenance, database backup, and SQL modifications. They test the products, communicate the mistakes or related issues to QA, and establish customer workarounds. Logical thinking, solving problems, and providing solutions are necessary for this job.
A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
Product support analysts and support leads have different pay scales, as shown below.
| Product Support Analyst | Support Lead | |
| Average salary | $59,531 | $86,816 |
| Salary range | Between $43,000 And $81,000 | Between $63,000 And $118,000 |
| Highest paying City | San Francisco, CA | San Francisco, CA |
| Highest paying state | New Jersey | California |
| Best paying company | Meta | Apple |
| Best paying industry | Finance | - |
There are a few differences between a product support analyst and a support lead in terms of educational background:
| Product Support Analyst | Support Lead | |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 58% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between product support analysts' and support leads' demographics:
| Product Support Analyst | Support Lead | |
| Average age | 42 | 42 |
| Gender ratio | Male, 57.7% Female, 42.3% | Male, 52.3% Female, 47.7% |
| Race ratio | Black or African American, 11.4% Unknown, 5.3% Hispanic or Latino, 15.0% Asian, 14.1% White, 53.8% American Indian and Alaska Native, 0.4% | Black or African American, 10.5% Unknown, 5.3% Hispanic or Latino, 15.1% Asian, 14.6% White, 54.1% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |