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Become A Senior Support Engineer

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Working As A Senior Support Engineer

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $97,000

    Average Salary

What Does A Senior 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 Senior 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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Senior Support Engineer Jobs

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Senior Support Engineer Career Paths

Senior Support Engineer
Senior Systems Engineer Senior Software Engineer Project Manager
Information Technology Director
10 Yearsyrs
Senior Systems Engineer Project Manager Product Manager
Senior Product Manager
9 Yearsyrs
Senior Systems Engineer Project Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Senior Engineer Senior Software Engineer Senior Project Manager
Senior Information Technology Manager
10 Yearsyrs
Senior Engineer Manager
Information Technology Manager
7 Yearsyrs
Senior Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Manager Information Technology Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Manager Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Technical Support Senior Engineer Technical Support Manager Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Senior Engineer Technical Support Manager Service Manager
Service Delivery Manager
10 Yearsyrs
Technical Support Senior Engineer Technical Support Manager Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Team Leader Lead Technician
Technical Manager
7 Yearsyrs
Team Leader Project Leader
Delivery Manager
7 Yearsyrs
Team Leader Production Supervisor Quality Control Manager
Technical Services Manager
7 Yearsyrs
Senior Consultant Solutions Architect Network Manager
Information Systems Manager
6 Yearsyrs
Senior Consultant Solutions Architect
Systems Manager
6 Yearsyrs
Senior Consultant Solutions Architect Systems Manager
Information Technology Systems Manager
8 Yearsyrs
Senior System Administrator Help Desk Manager
Service Desk Manager
7 Yearsyrs
Senior System Administrator
Information Technology Supervisor, Information Technology
6 Yearsyrs
Senior System Administrator Network Manager Help Desk Manager
Incident Manager
9 Yearsyrs
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Do you work as a Senior Support Engineer?

Help others decide if this is a good career for them

Average Length of Employment
Systems Engineer 3.1 years
Top Careers Before Senior Support Engineer
Consultant 5.1%
Engineer 4.8%
Top Careers After Senior Support Engineer
Consultant 8.4%
Engineer 5.8%
Manager 3.7%

Do you work as a Senior Support Engineer?

Average Yearly Salary
$97,000
View Detailed Salary Report
$77,000
Min 10%
$97,000
Median 50%
$97,000
Median 50%
$97,000
Median 50%
$97,000
Median 50%
$97,000
Median 50%
$97,000
Median 50%
$97,000
Median 50%
$121,000
Max 90%
Best Paying Company
SAP Ariba
Highest Paying City
Seattle, WA
Highest Paying State
Washington
Avg Experience Level
3.5 years
How much does a Senior Support Engineer make at top companies?
The national average salary for a Senior Support Engineer in the United States is $97,442 per year or $47 per hour. Those in the bottom 10 percent make under $77,000 a year, and the top 10 percent make over $121,000.

Real Senior Support Engineer Salaries

Job Title Company Location Start Date Salary
SR. Support Engineer Kohl's Department Stores, Inc. Milpitas, CA Apr 06, 2015 $155,000
Senior Support Engineer Alcatel Lucent USA, Inc. Mountain View, CA Jul 15, 2015 $148,803 -
$158,813
SR. Support Engineer Kohl's Department Stores, Inc. Milpitas, CA Apr 27, 2015 $145,000
SR. Support Engineer Kohl's Department Stores, Inc. Milpitas, CA Aug 27, 2015 $145,000
Senior Support Escalation Engineer Microsoft Corporation Mountain View, CA Aug 04, 2015 $140,570
SR. Support Engineer Kohl's Department Stores, Inc. Milpitas, CA Apr 27, 2015 $140,000
Senior Support Engineer Alcatel-Lucent USA, Inc. Mountain View, CA Dec 21, 2015 $140,000
Senior Support Engineer Real-Time Innovations, Inc. Sunnyvale, CA Jan 06, 2016 $138,403 -
$150,000
Senior Support (Software) Engineer Mizuho Securities USA Inc. New York, NY Aug 24, 2015 $137,500
Senior Support Engineer Sap America, Inc. Newtown, PA Oct 02, 2015 $136,000
SR. Support Engineer Kohl's Department Stores, Inc. Milpitas, CA Aug 22, 2015 $135,000
Senior Support Escalation Engineer-Global Business Support or Other Microsoft Corporation Redmond, WA Jan 02, 2016 $134,200 -
$154,200
Senior Support Engineer Anritsu Company San Diego, CA Aug 09, 2016 $132,612
Senior Support Escalation Engineer Microsoft Corporation Irving, TX Feb 06, 2016 $130,926
Senior Support Engineer Microsoft Corporation Redmond, WA Jun 21, 2016 $108,000
Senior Support Engineer Sap America, Inc. Newtown, PA Aug 29, 2015 $108,000
Senior Support Engineer Microsoft Corporation Irving, TX Sep 05, 2016 $107,900
Senior Support Engineer Microsoft Corporation Redmond, WA Nov 11, 2016 $107,667
Senior Support Engineer Sap America, Inc. Newtown, PA Aug 17, 2016 $107,600
Senior Support Engineer Sap Labs, LLC Palo Alto, CA Jul 16, 2016 $107,389
Senior Support Engineer Ca, Inc. Herndon, VA Oct 01, 2015 $107,121
Senior Support Software Engineer Guidewire Software Inc. Exton, PA Dec 21, 2015 $96,762 -
$125,000
Senior Support Engineer Tibco Software, Inc. Boston, MA Jan 09, 2016 $96,600
SR. Support Application Engineer Cadence Design Systems, Inc. San Jose, CA Sep 13, 2016 $96,464 -
$116,464
Senior Support Engineer Sap America, Inc. Palo Alto, CA Aug 29, 2015 $96,040
Senior Support Engineer Sap America, Inc. Newtown, PA Aug 11, 2015 $96,005
Senior Support Engineer Sap America, Inc. Newtown, PA Aug 31, 2016 $96,000
Senior Support Engineer Sap America, Inc. Newtown, PA Dec 08, 2016 $96,000
Senior Support Engineer Sap Labs, LLC Newtown, PA Nov 15, 2015 $96,000

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Top Skills for A Senior Support Engineer

  1. Customer Service
  2. Technical Support
  3. Hardware Issues
You can check out examples of real life uses of top skills on resumes here:
  • Used superior technical, interpersonal, time management, and organizational skills to provide excellent customer service.
  • Received Excellent Contributor Award for high quality technical support provided to customers and successful product launches.
  • Analyzed, performed diagnostics, and resolved complex software and hardware issues.
  • Support provided by phone, email, and remote access to client servers and workstations.
  • Provided engineering support to the Tactical Communications Systems and Networking and Satellite Communications Product Management Offices.

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Average Salary:

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Top 10 Best States for Senior Support Engineers

  1. Maryland
  2. Washington
  3. Virginia
  4. District of Columbia
  5. Connecticut
  6. New Hampshire
  7. New Jersey
  8. Texas
  9. Rhode Island
  10. California
  • (2,953 jobs)
  • (2,545 jobs)
  • (5,383 jobs)
  • (969 jobs)
  • (743 jobs)
  • (497 jobs)
  • (1,707 jobs)
  • (4,842 jobs)
  • (182 jobs)
  • (11,590 jobs)

Senior Support Engineer Demographics

Gender

Male

79.6%

Female

12.1%

Unknown

8.3%
Ethnicity

White

54.6%

Hispanic or Latino

15.5%

Asian

15.0%

Black or African American

10.2%

Unknown

4.9%
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Foreign Languages Spoken

Spanish

23.7%

Japanese

13.2%

Carrier

7.9%

Korean

7.9%

Italian

7.9%

Portuguese

5.3%

Chinese

5.3%

German

5.3%

French

5.3%

Russian

5.3%

Swedish

2.6%

Hebrew

2.6%

Dakota

2.6%

Cheyenne

2.6%

Thai

2.6%
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Senior Support Engineer Education

Schools

University of Phoenix

17.1%

More Tech Institute

7.7%

Northeastern University

7.2%

Pennsylvania State University

5.5%

San Jose State University

5.5%

University of Texas at Arlington

5.0%

University of Massachusetts - Lowell

5.0%

Worcester Polytechnic Institute

4.4%

University of Maryland - University College

4.4%

Capella University

4.4%

Brigham Young University

3.9%

University of Texas at Dallas

3.9%

Texas A&M University

3.9%

University of Arizona

3.9%

University of California - Berkeley

3.3%

Rochester Institute of Technology

3.3%

University of Texas at Austin

3.3%

Cornell University

2.8%

American InterContinental University

2.8%

George Mason University

2.8%
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Majors

Computer Science

18.9%

Electrical Engineering

14.8%

Business

11.4%

Computer Information Systems

8.6%

Information Technology

7.2%

Computer Networking

5.1%

Computer Engineering

4.0%

Mechanical Engineering

3.4%

Electrical Engineering Technology

3.2%

Information Systems

2.9%

Management Information Systems

2.7%

Engineering

2.7%

Project Management

2.4%

Computer Applications

2.3%

Management

2.0%

Communication

2.0%

Education

1.9%

Mathematics

1.8%

Industrial Technology

1.3%

Computer Programming

1.3%
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Degrees

Bachelors

43.3%

Other

20.4%

Masters

19.4%

Associate

10.5%

Certificate

3.8%

Diploma

1.6%

Doctorate

1.0%
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