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Become A Product Support Manager

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Working As A Product Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Product Support Manager 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 Product Support Manager

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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Product Support Manager jobs

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Average Length of Employment
Support Supervisor 3.4 years
Product Manager 3.4 years
Support Manager 3.3 years
Product Lead 2.9 years
Support Lead 2.7 years
Top Employers Before
Manager 6.3%
Top Employers After
Consultant 5.2%
Director 4.1%
Manager 3.5%

Product Support Manager Demographics

Gender

Male

77.1%

Female

21.3%

Unknown

1.6%
Ethnicity

White

78.8%

Hispanic or Latino

10.3%

Asian

8.5%

Unknown

1.7%

Black or African American

0.6%
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Languages Spoken

Spanish

48.3%

Chinese

10.3%

Japanese

10.3%

German

6.9%

Mandarin

6.9%

French

3.4%

Catalan

3.4%

Persian

3.4%

Arabic

3.4%

Korean

3.4%
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Product Support Manager Education

Schools

University of Phoenix

26.9%

Pennsylvania State University

7.7%

University of Maryland - College Park

6.7%

Northern Illinois University

4.8%

Bowling Green State University

3.8%

Arizona State University

3.8%

Ohio State University

3.8%

University of Massachusetts - Lowell

3.8%

University of Iowa

3.8%

Carnegie Mellon University

3.8%

Cornell University

3.8%

Colorado Technical University

3.8%

National University

2.9%

Michigan State University

2.9%

University of California - Irvine

2.9%

San Francisco State University

2.9%

University of Illinois University Administration

2.9%

University of Maryland - University College

2.9%

University of Pennsylvania

2.9%

Bellevue College

2.9%
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Majors

Business

39.0%

Electrical Engineering

9.0%

Computer Science

7.6%

Management

5.5%

Computer Information Systems

4.0%

Project Management

3.8%

Mechanical Engineering

3.8%

Information Technology

3.1%

Finance

2.9%

Marketing

2.9%

Computer Engineering

2.1%

Information Systems

2.1%

Education

1.9%

Supply Chain Management

1.9%

Engineering

1.9%

Accounting

1.9%

Electrical Engineering Technology

1.7%

Management Information Systems

1.7%

Aviation

1.7%

General Studies

1.4%
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Degrees

Bachelors

39.9%

Masters

27.6%

Other

18.3%

Associate

8.7%

Certificate

4.3%

Diploma

0.8%

Doctorate

0.5%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Product Support Manager Salaries

Job Title Company Location Start Date Salary
Product Support Manager Lam Research Corporation Fremont, CA May 15, 2015 $156,374
Product Support Manager Google Inc. Mountain View, CA Feb 08, 2016 $146,300
Product Support Manager Google Inc. Mountain View, CA Nov 18, 2016 $146,300
Product Support Manager Google Inc. Mountain View, CA Dec 30, 2016 $140,000
Manager, Technical Product Support Western Union, LLC San Francisco, CA Aug 18, 2016 $139,603
Product Support Manager Google Inc. Mountain View, CA Jan 25, 2016 $136,000
Product Support Manager Lam Research Corporation Fremont, CA Oct 01, 2013 $132,424
Product Support Manager Lam Research Corporation Fremont, CA Oct 07, 2013 $132,424
Product Support Manager Temenos USA, Inc. Malvern, PA Jul 12, 2016 $126,339
Product Support Manager-RT Brainlab, Inc. Westchester, IL Sep 22, 2010 $120,000
Product Support Manager-RT Brainlab, Inc. Westchester, IL Mar 15, 2014 $120,000
Product Support Manager-RT Brainlab, Inc. Westchester, IL Mar 15, 2011 $120,000
Manager, Advanced Product Support. Informatica LLC Redwood City, CA Nov 10, 2016 $119,362 -
$135,000
Product Support Manager Google Inc. Mountain View, CA Nov 18, 2013 $118,000
Product Support Manager Vpisystems Corporation Somerset, NJ Jan 01, 2016 $108,000
Product Support Manager Adconion Media, Inc. Santa Monica, CA Mar 17, 2011 $108,000
Product Support Manager (Commonly SR. Engineer) Danfoss Drives, A Division of Danfoss LLC Loves Park, IL Mar 05, 2014 $107,288
Manager, Product Support Comscore, Inc. Reston, VA Dec 23, 2010 $105,000
Manager, Product Support Comscore, Inc. Reston, VA Dec 23, 2012 $105,000
Manager, Product Support Calypso Technology, Inc. San Francisco, CA Sep 30, 2014 $103,730
Desktop & Cross Product Support Strategy Manager Mozilla Corporation Mountain View, CA May 09, 2013 $101,562 -
$138,000
Product Support Manager Akcelerant Software LLC Malvern, PA Sep 22, 2014 $100,700
Senior Product Support Lead (Product Manager) Samsung Telecommunications America, LLC Bridgewater, NJ Oct 01, 2014 $92,700
Product Support Manager IBM Coorporation Littleton, MA Jan 31, 2012 $91,001
Public Health Solutions Poduct Support MGR Bioquest Technologies, INIC Ann Arbor, MI Dec 28, 2010 $90,000
Product Support Manager General Electric Company-Infrastructure Houston, TX May 05, 2011 $88,400
Product Support Manager Qualcomm Incorporated San Diego, CA Oct 19, 2009 $85,114 -
$115,900
Manager of Product Support Adify Corporation San Bruno, CA Dec 21, 2009 $85,000
Product Support Manager General Electric Company-Infrastructure Houston, TX Jan 07, 2010 $85,000

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Top Skills for A Product Support Manager

ProductSupportDepartmentPartyVendorsCustomerServiceEnsureCustomerSatisfactionWarrantyClaimsCustomerSupportProcessImprovementProductLineNewProductDevelopmentComplianceLogisticsSupportDataAnalysisProjectManagementCustomerIssuesWebCRMCaterpillarSafetyTechnicalSupportEngineersR

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Top Product Support Manager Skills

  1. Product Support Department
  2. Party Vendors
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Developed and implemented an organizational structure for the Product Support department.
  • Presented in User Group forums, coordinated with 3rd party vendors and created various support documents.
  • Developed curriculum for customer service training.
  • Managed product warranty organization to ensure customer satisfaction and gathered data for product improvements.
  • Completed warranty claims with machine manufacturer s. Directed parts and service manager s daily activities, scheduled repairs for repair shop.

Top Product Support Manager Employers

Product Support Manager Videos

Meet a Google Associate Product Manager Program Alumna, feat. Laura

Akamai Product Support Manager Kiril Selverov Invites You to Akamai Edge 2013

Caterpillar Product Support Manager of On-Highway Group Speaks About the Vocational Truck

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