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Working As a Production Support Engineer

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $67,000

    Average Salary

What Does A Production 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 Production 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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Production Support Engineer Career Paths

Production Support Engineer
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
7 Yearsyrs
Systems Administrator Consultant Senior Software Engineer
Lead Technician
5 Yearsyrs
Developer Consultant
Senior Software Engineer
6 Yearsyrs
Developer Senior Software Engineer
Senior Java Developer
6 Yearsyrs
Developer Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Senior Software Engineer Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Software Engineer Quality Assurance Engineer
Senior Quality Assurance Engineer
7 Yearsyrs
Software Engineer Lead Technician Project Manager
Delivery Manager
7 Yearsyrs
Software Engineer Team Leader Project Manager
Service Delivery Manager
10 Yearsyrs
Engineer Team Leader
Technical Team Lead
5 Yearsyrs
Engineer Manager Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Engineer Team Leader Lead Technician
Technical Manager
7 Yearsyrs
Development Administrator Senior Consultant Information Technology Director
Chief Technology Officer
11 Yearsyrs
Development Administrator Senior Consultant Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Development Administrator Senior Consultant Technical Project Manager
Implementation Manager
8 Yearsyrs
Manufacturing Engineer Project Engineer Systems Engineer
Systems Manager
6 Yearsyrs
Manufacturing Engineer Systems Engineer Technical Analyst
Senior Technical Analyst
7 Yearsyrs
Manufacturing Engineer Systems Engineer Network Manager
Technical Services Manager
7 Yearsyrs
Technical Support Engineer Technical Analyst Desktop Support Analyst
Senior Support Analyst
6 Yearsyrs
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Average Length of Employment
Database Engineer 2.8 years
Support Lead 2.7 years
Production Support 2.6 years
Top Careers Before Production Support Engineer
Developer 8.5%
Engineer 6.5%
Consultant 4.5%
Internship 4.2%
Top Careers After Production Support Engineer
Developer 6.5%
Engineer 6.5%
Consultant 4.7%

Do you work as a Production Support Engineer?

Average Yearly Salary
$67,000
Show Salaries
$56,000
Min 10%
$67,000
Median 50%
$67,000
Median 50%
$67,000
Median 50%
$67,000
Median 50%
$67,000
Median 50%
$67,000
Median 50%
$67,000
Median 50%
$80,000
Max 90%
Best Paying Company
Netflix
Highest Paying City
San Francisco, CA
Highest Paying State
Washington
Avg Experience Level
2.5 years
How much does a Production Support Engineer make at top companies?
The national average salary for a Production Support Engineer in the United States is $67,265 per year or $32 per hour. Those in the bottom 10 percent make under $56,000 a year, and the top 10 percent make over $80,000.

Real Production Support Engineer Salaries

Job Title Company Location Start Date Salary
Production Support Engineer Red Oak Tech Inc. San Jose, CA Oct 19, 2016 $164,500
Senior Production Support Engineer, IOS Mobile Applications Salesforce.com, Inc. San Francisco, CA Feb 23, 2015 $150,000
Senior Production Support Engineer You Technology LLC Brisbane, CA Aug 24, 2016 $138,362
Production Support Engineer MacYs.com, Inc. New York, NY Dec 14, 2015 $130,000 -
$131,700
Production Support Engineer Red Oak Technologies, Inc. San Jose, CA Jan 02, 2016 $127,733
Production Support Engineer Captricity, Inc. Oakland, CA Dec 20, 2016 $125,000
Production Support Engineer AXA Rosenberg Global Services LLC Orinda, CA Dec 14, 2015 $124,550
Senior Production Support Engineer MacYs.com, LLC San Francisco, CA Aug 30, 2016 $121,222 -
$151,500
Senior Production Support Engineer MacYs.com, Inc. San Francisco, CA Jan 03, 2016 $121,222 -
$151,500
Senior Production Support Engineer MacYs.com, LLC San Francisco, CA Jun 24, 2016 $121,222 -
$151,500
Production Support Engineer Blackhawk Network, Inc. Pleasanton, CA Nov 07, 2016 $121,202 -
$128,000
Senior Production Support Engineer Lord, Abbett & Co. LLC Jersey City, NJ Aug 30, 2016 $120,000
Production Support Software Engineer Salesforce.com, Inc. San Francisco, CA Jul 13, 2015 $120,000
Production Support Engineer MacYs.com, Inc. San Francisco, CA Feb 18, 2016 $118,061 -
$131,700
Production Support Engineer-US Infosys Limited Sunnyvale, CA Aug 16, 2016 $69,264
Production Support Engineer-US Infosys Limited Sunnyvale, CA Aug 18, 2016 $69,264
Production Support Engineer-US Infosys Limited Jersey City, NJ Aug 04, 2015 $63,345
Production Support Engineer-US Infosys Limited Salt Lake City, UT Jun 08, 2016 $63,205
Production Support Engineer-US Infosys Limited Plano, TX Nov 08, 2016 $63,205
Production Support Engineer-US Infosys Limited Atlanta, GA Jul 25, 2015 $63,205
Production Support Engineer-US Infosys Limited Salt Lake City, UT Apr 08, 2016 $63,205
Production Support Engineer-US Infosys Limited Charlotte, NC Oct 08, 2016 $63,205
Production Support Engineer-US Infosys Limited Bentonville, AR Aug 20, 2016 $63,205

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Top Skills for A Production Support Engineer

  1. Pl/Sql
  2. Data Warehouse
  3. Web Servers
You can check out examples of real life uses of top skills on resumes here:
  • Developed and updated Queries using SQL Server 2005, Oracle, PL/SQL.
  • Worked with business analysts to identify appropriate sources for Data warehouse and to document business needs for decision support data.
  • Supported customer facing ecommerce web servers.
  • Administered and maintained billing applications over several platforms including Unix and Stratus.
  • Modified and released Windows GPS driver for Tier-1 PC OEM on Windows XP/Vista/7.

Rank:

Average Salary:

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Top 10 Best States for Production Support Engineers

  1. Washington
  2. Massachusetts
  3. Virginia
  4. California
  5. Alaska
  6. Delaware
  7. District of Columbia
  8. New Jersey
  9. Connecticut
  10. Rhode Island
  • (1,981 jobs)
  • (1,650 jobs)
  • (3,264 jobs)
  • (7,565 jobs)
  • (49 jobs)
  • (145 jobs)
  • (523 jobs)
  • (1,074 jobs)
  • (483 jobs)
  • (123 jobs)

Production Support Engineer Demographics

Gender

Male

73.7%

Female

16.8%

Unknown

9.5%
Ethnicity

White

51.9%

Asian

22.0%

Hispanic or Latino

11.8%

Black or African American

10.1%

Unknown

4.3%
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Foreign Languages Spoken

German

13.8%

French

13.8%

Spanish

13.8%

Telugu

10.3%

Hindi

10.3%

Dutch

6.9%

Japanese

6.9%

Italian

6.9%

Portuguese

3.4%

Indonesian

3.4%

Romanian

3.4%

Arabic

3.4%

Korean

3.4%
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Production Support Engineer Education

Schools

University of Phoenix

12.4%

Northeastern University

7.9%

Purdue University

6.7%

More Tech Institute

6.7%

Pennsylvania State University

5.6%

North Carolina State University

4.5%

University of Washington

4.5%

Central Michigan University

4.5%

ITT Technical Institute-Wyoming

4.5%

University of Colorado at Boulder

4.5%

Duke University

4.5%

George Washington University

4.5%

Colorado State University

4.5%

Texas A&M University

4.5%

University of Texas at Arlington

3.4%

Ferris State University

3.4%

Eastern Michigan University

3.4%

University of South Florida

3.4%

University of Michigan - Ann Arbor

3.4%

Michigan State University

3.4%
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Majors

Computer Science

16.4%

Business

13.4%

Electrical Engineering

11.2%

Mechanical Engineering

10.1%

Computer Engineering

5.9%

Computer Applications

5.7%

Computer Information Systems

5.3%

Information Technology

5.0%

Engineering

3.7%

Electrical Engineering Technology

3.3%

Information Systems

3.3%

Mechanical Engineering Technology

2.2%

Management

2.0%

Project Management

2.0%

Industrial Engineering

2.0%

Chemical Engineering

2.0%

Management Information Systems

1.8%

Finance

1.8%

Industrial Technology

1.5%

Computer Programming

1.5%
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Degrees

Bachelors

51.4%

Masters

24.2%

Other

13.8%

Associate

5.9%

Certificate

2.9%

Diploma

1.4%

Doctorate

0.3%
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Updated May 19, 2020