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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
  • $101,222

    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 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

Product Support Manager Jobs

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Product Support Manager Career Paths

Product Support Manager
General Manager Account Manager
Client Services Manager
7 Yearsyrs
Systems Analyst Data Analyst
Data Manager
6 Yearsyrs
Sales Manager Regional Sales Manager
Development Manager
8 Yearsyrs
Systems Engineer Senior Engineer
Engineering Manager
10 Yearsyrs
General Manager Database Administrator
Information Systems Manager
6 Yearsyrs
Project Manager Information Technology Project Manager
Information Technology Director
10 Yearsyrs
Technical Support Manager Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Systems Engineer Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Program Manager Area Manager
Logistics Manager
7 Yearsyrs
Senior Project Manager Operations Vice President
President Of Operations
9 Yearsyrs
Product Manager Sales Manager
Regional Sales Manager
9 Yearsyrs
Senior Project Manager Principal Consultant
Senior Information Technology Manager
10 Yearsyrs
Project Manager Senior Project Manager
Senior Product Manager
10 Yearsyrs
Technical Support Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Product Manager Operations Manager
Supply Chain Manager
10 Yearsyrs
Product Development Manager Director Of Software Development
Systems Manager
7 Yearsyrs
Systems Analyst Technical Project Manager
Technical Account Manager
7 Yearsyrs
Sales Manager Technician
Technical Manager
7 Yearsyrs
Information Technology Project Manager Service Delivery Manager
Technical Services Manager
7 Yearsyrs
Program Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Support Manager 3.2 years
Product Lead 3.0 years
Support Lead 2.6 years
Support 1.8 years
Top Careers Before Product Support Manager
Manager 7.7%
Top Careers After Product Support Manager
Manager 5.5%
Consultant 5.3%
Director 4.7%

Do you work as a Product Support Manager?

Product Support Manager Demographics

Gender

Male

76.6%

Female

21.5%

Unknown

1.9%
Ethnicity

White

60.7%

Hispanic or Latino

15.5%

Black or African American

10.5%

Asian

9.2%

Unknown

4.1%
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Foreign Languages Spoken

Spanish

43.3%

Chinese

10.0%

Japanese

10.0%

German

6.7%

French

6.7%

Portuguese

3.3%

Persian

3.3%

Catalan

3.3%

Carrier

3.3%

Mandarin

3.3%

Arabic

3.3%

Korean

3.3%
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Product Support Manager Education

Schools

University of Phoenix

24.1%

Pennsylvania State University

7.8%

University of Maryland - College Park

5.2%

Arizona State University

4.3%

University of Utah

4.3%

More Tech Institute

4.3%

Northern Illinois University

4.3%

Colorado Technical University

4.3%

University of South Florida

3.4%

National University

3.4%

Bowling Green State University

3.4%

Webster University

3.4%

Rochester Institute of Technology

3.4%

University of Massachusetts - Lowell

3.4%

Nova Southeastern University

3.4%

Texas A&M University

3.4%

University of Iowa

3.4%

University of Illinois University Administration

3.4%

Carnegie Mellon University

3.4%

Cornell University

3.4%
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Majors

Business

39.3%

Electrical Engineering

8.7%

Computer Science

7.4%

Management

5.1%

Computer Information Systems

4.0%

Marketing

4.0%

Project Management

3.6%

Mechanical Engineering

3.4%

Information Technology

3.2%

Finance

2.7%

Engineering

2.5%

Supply Chain Management

2.1%

Education

1.9%

Communication

1.9%

Computer Engineering

1.9%

Information Systems

1.9%

Electrical Engineering Technology

1.7%

Accounting

1.7%

Management Information Systems

1.5%

Biology

1.5%
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Degrees

Bachelors

39.4%

Masters

27.4%

Other

19.1%

Associate

8.6%

Certificate

3.9%

Diploma

0.8%

Doctorate

0.6%

License

0.1%
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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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Internship
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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 Nov 18, 2016 $146,300
Product Support Manager Google Inc. Mountain View, CA Feb 08, 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 Mar 15, 2014 $120,000
Product Support Manager-RT Brainlab, Inc. Westchester, IL Mar 15, 2011 $120,000
Product Support Manager-RT Brainlab, Inc. Westchester, IL Sep 22, 2010 $120,000
Manager, Advanced Product Support. Informatica LLC Redwood City, CA Nov 10, 2016 $119,362 -
$135,000
Product Support Manager Sefas Innovation, Inc. Burlington, MA May 20, 2010 $108,971
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, 2012 $105,000
Manager, Product Support Comscore, Inc. Reston, VA Dec 23, 2010 $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 Oracle America, Inc. Colorado Springs, CO Sep 14, 2016 $92,768 -
$123,167
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

  1. Product Support Department
  2. Vendors
  3. Technical Support
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.
  • Reduced equipment costs by spearheading pricing negotiations with vendors and analyzing specifications to pinpoint areas for refinement.
  • Undertake continuous technical support team improvement activities, and implement technical support training to team personnel.
  • Directed Technical and Customer Service Departments, Warranty Administration, Quality Control, and designing and implementing sales/service programs.
  • Developed the processes to ensure customer satisfaction through delivery of product programmed and setup specifically for their applications.

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Top 10 Best States for Product Support Managers

  1. California
  2. Massachusetts
  3. New Jersey
  4. Washington
  5. Connecticut
  6. District of Columbia
  7. Colorado
  8. Delaware
  9. Rhode Island
  10. New York
  • (5,644 jobs)
  • (1,241 jobs)
  • (921 jobs)
  • (1,703 jobs)
  • (339 jobs)
  • (202 jobs)
  • (740 jobs)
  • (93 jobs)
  • (124 jobs)
  • (1,918 jobs)

Top Product Support Manager Employers

Jobs From 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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