How To Become A Product Support Engineer: What It Is and Career Path

What is a product support engineer and how to become one

Updated January 8, 2025

4 min read

Quoted expert

Andrea Welker Ph.D.

Product support engineers assist users with issues regarding a company's products or services. They resolve problems for the users, and, importantly, they log the details of customer interactions to serve as a basis for performance reports and customer updates.

As a product support engineer, your job spans two arenas. First, you will contribute to a team of engineers working on product development. Second, you will perform customer support duties. Bridging these two spaces, you will design internal systems to improve customer service processes.

A major responsibility of a product support engineer involves preparing documentation of the technical issues that you have to tackle for customers, including descriptions of the problems and the steps taken to resolve them. You will be expected evaluate work processes, create reports on production performance, and suggest improvements to the services you provide.

What general advice would you give to a product support engineer?

Andrea Welker Ph.D.

Associate Dean for Academic Affairs, College of Engineering Professor, Civil and Environmental Engineering, Villanova University

Be open to new experiences. Find a good mentor. Become a valued employee. Always remember that you are designing something for someone.

ScoreProduct Support EngineerUS Average

Salary

7.1

Avg. Salary $90,379

Avg. Salary $59,228

Stability level

7.4

Growth rate 2%

Growth rate 0.3%

Diversity

6.4

Race

American Indian and Alaska Native 0.11%

Asian 13.01%

Black or African American 3.43%

Hispanic or Latino 9.44%

Unknown 4.60%

White 69.41%

Gender

female 19.31%

male 80.69%

Age - 39

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 39

Stress level

7.4

Stress level is high

7.1 - high

Complexity level

8.6

Complexity level is advanced

7 - challenging

Work life balance

5.1

Work life balance is fair

6.4 - fair

Key steps to become a product support engineer

Explore product support engineer education requirements

Most common product support engineer degrees

Bachelor's

66.1 %

Associate

17.2 %

Master's

9.6 %

Start to develop specific product support engineer skills

Skills	Percentages
Product Support	14.51%
Technical Support	9.80%
Troubleshoot	5.52%
Customer Service	5.16%
Customer Support	4.57%

Complete relevant product support engineer training and internships

Accountants spend an average of 1-2 years on post-employment, on-the-job training. New product support engineers learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a product support engineer based on U.S. Bureau of Labor Statistics data and data from real product support engineer resumes.

Research product support engineer duties and responsibilities

Manage Jenkins security by providing specific access to authorize developers/testers using project base matrix authorization strategy.
Customize and support the real-time, reporting, and embed portions of the Linux base fleet management system.
Support PV & EMC test strategies.
Develop the user requirement by programming using java, jdbc.

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