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What is a senior support analyst and how to become one
The work of a tech company does not stop once they sell their product; they are often on call to help clients troubleshoot issues that arise once they use their software or hardware. The senior support analyst is one of the most pivotal members of the tech support team that helps clients troubleshoot their technical issues.
The senior support analyst, of course, needs to have extensive technical knowledge of the product that they work with as well as customer relationship management software such as Salesforce. The senior support analyst also needs to be a good leader as they often supervise the work of other members of the tech support team and communicate clearly with customers.
The demand for senior support analysts is expected to grow by 10% over the next decade and produce thousands of new job opportunities. This makes sense as long as new technologies are developed, there will be people who will need the expert guidance of a senior support analyst.
What general advice would you give to a senior support analyst?
Kate Marek Ph.D.
Director and Professor, Dominican University
Avg. Salary $106,946
Avg. Salary $59,228
Growth rate 10%
Growth rate 0.3%
American Indian and Alaska Native 0.41%
Asian 12.37%
Black or African American 11.70%
Hispanic or Latino 15.84%
Unknown 5.35%
White 54.33%
Genderfemale 30.17%
male 69.83%
Age - 41American Indian and Alaska Native 3.00%
Asian 7.00%
Black or African American 14.00%
Hispanic or Latino 19.00%
White 57.00%
Genderfemale 47.00%
male 53.00%
Age - 41Stress level is high
7.1 - high
Complexity level is challenging
7 - challenging
Work life balance is good
6.4 - fair
Senior support analyst career paths
Key steps to become a senior support analyst
Explore senior support analyst education requirements
Start to develop specific senior support analyst skills
Skills Percentages Database 21.02% Java 18.66% Linux 17.60% Customer Issues 12.43% Troubleshoot 3.20% Complete relevant senior support analyst training and internships
Accountants spend an average of 3-6 months on post-employment, on-the-job training. New senior support analysts 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 senior support analyst based on U.S. Bureau of Labor Statistics data and data from real senior support analyst resumes.Research senior support analyst duties and responsibilities
- Maintain communication with management regarding performance metrics and achieve SLA's.
- Manage client expectations, ensuring timely resolution and business- friendly updates to meet establish SLA and maintain client satisfaction.
- Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to Salesforce.com.
- Perform on-site service calls and troubleshot Citrix environment issues.
Get senior support analyst experience
Generally, it takes 1-2 years to become a senior support analyst. The most common roles before becoming a senior support analyst include support analyst, technical support specialist team lead and help desk analyst.Prepare your senior support analyst resume
When your background is strong enough, you can start writing your senior support analyst resume.
You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a senior support analyst resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.
Choose from 10+ customizable senior support analyst resume templates
Build a professional senior support analyst resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your senior support analyst resume.
Apply for senior support analyst jobs
Now it's time to start searching for a senior support analyst job. Consider the tips below for a successful job search:
- Browse job boards for relevant postings
- Consult your professional network
- Reach out to companies you're interested in working for directly
- Watch out for job scams
How did you land your first senior support analyst job
Are you a senior support analyst?
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Average senior support analyst salary
The average senior support analyst salary in the United States is $106,946 per year or $51 per hour. Senior support analyst salaries range between $79,000 and $143,000 per year.
What am I worth?
How do senior support analysts rate their job?
Senior support analyst reviews
You get to help a lot of people in many different ways as well as learning new things about technology
I have aids now due to the painfulness of sitting down all day
There was nothing to like. Everyone was polite an hard workers
Working with The people
I decided to go to technical support because I've been fascinated by technology all my life and I love working with the people as well. I want to use my technical know-how to solve directly the problems that customers have. I want to be the person who makes life easier and more enjoyable for people who have had a problem. This is what I like most as a technical Support.
I don't like sitting around being inactive. So I'll keep my self always busy
Updated January 8, 2025
