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Working As A Technical Support Senior Engineer

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $93,000

    Average Salary

What Does A Technical Support Senior 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 Technical Support Senior 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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Technical Support Senior Engineer Career Paths

Technical Support Senior Engineer
Technical Support Manager Project Manager Product Manager
Senior Product Manager
9 Yearsyrs
Technical Support Manager Project Manager
Information Technology Director
10 Yearsyrs
Technical Support Manager Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Senior Systems Engineer Senior Software Engineer Senior Project Manager
Senior Information Technology Manager
10 Yearsyrs
Senior Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Senior Systems Engineer Senior Software Engineer Manager
Information Technology Manager
7 Yearsyrs
Senior Quality Assurance Engineer Quality Assurance Manager Information Technology Project Manager
Service Delivery Manager
10 Yearsyrs
Senior Quality Assurance Engineer Quality Assurance Manager Production Manager
Technical Manager
7 Yearsyrs
Senior Quality Assurance Engineer Quality Assurance Lead Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Senior Network Engineer Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Senior Network Engineer Network Manager Information Technology Manager
Information Technology Technical Services Manager
9 Yearsyrs
Senior Network Engineer Senior System Administrator
Systems Manager
6 Yearsyrs
Senior Engineer Senior System Administrator Systems Manager
Information Systems Manager
6 Yearsyrs
Senior Engineer Project Leader Senior Business Analyst
Implementation Manager
8 Yearsyrs
Senior Engineer Manager Information Technology Manager
Service Desk Manager
7 Yearsyrs
Manager Department Manager Support Manager
Technical Services Manager
7 Yearsyrs
Supervisor, Technical Support Information Technology Support Manager Information Technology Operations Manager
Information Technology Systems Manager
8 Yearsyrs
Team Leader Technical Team Lead Senior System Administrator
Information Technology Supervisor, Information Technology
6 Yearsyrs
Supervisor, Technical Support Call Center Manager Help Desk Manager
Incident Manager
9 Yearsyrs
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Average Length of Employment
Top Careers Before Technical Support Senior Engineer
Consultant 2.8%
Technician 2.4%
Top Careers After Technical Support Senior Engineer
Consultant 6.4%
Engineer 3.8%
Manager 3.5%

Do you work as a Technical Support Senior Engineer?

Average Yearly Salary
$93,000
Show Salaries
$75,000
Min 10%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$93,000
Median 50%
$116,000
Max 90%
Best Paying Company
VMware
Highest Paying City
Seattle, WA
Highest Paying State
Alaska
Avg Experience Level
4.3 years
How much does a Technical Support Senior Engineer make at top companies?
The national average salary for a Technical Support Senior Engineer in the United States is $93,933 per year or $45 per hour. Those in the bottom 10 percent make under $75,000 a year, and the top 10 percent make over $116,000.

The largest raises come from changing jobs.

See what's out there.

Real Technical Support Senior Engineer Salaries

Job Title Company Location Start Date Salary
Senior Technical Support Engineer-Data Services General Electric Company Apr 27, 2015 $145,000 -
$155,000
Senior Technical Support Engineer MAPR Technologies, Inc. Apr 02, 2016 $142,008
Senior Technical Support Engineer General Electric Company May 31, 2016 $140,000
Technical Support Engineer SR. Staff Juniper Networks (Us), Inc. Sep 04, 2015 $135,585
Senior Technical Support Engineer Tintri, Inc. Apr 10, 2015 $135,000
SR. Principal Tech Support Engineer Veritas Technologies LLC Jan 25, 2016 $135,000
Senior Technical Support Engineer Cloudian, Inc. Jan 09, 2016 $135,000
Senior Technical Support Engineer Proofpoint, Inc. Jul 21, 2016 $134,971 -
$150,000
Senior Technical Support Engineer Teradata Operations, Inc. Aug 03, 2015 $132,910
Senior Technical Support Engineer Arbor Networks Aug 31, 2015 $132,662
Senior Technical Support Engineer Cloudian, Inc. (F/K/A Gemini Mobile Technologies, Inc.) Sep 28, 2015 $125,000 -
$135,000
Senior Technical Support Engineer General Electric Company Sep 14, 2015 $125,000 -
$135,000
Senior Technical Support Engineer MAPR Technologies, Inc. Sep 21, 2016 $125,000 -
$155,000
Senior Technical Support Engineer Nokia Solutions and Networks Us LLC Aug 22, 2016 $105,709
SR. Technical Support Engineer Iconsoft Inc. Jan 14, 2016 $105,000
SR. Technical Support Engineer Vmware, Inc. Mar 10, 2016 $105,000
Senior Technical Support Engineer Informatica Corporation Apr 03, 2016 $105,000
Senior Technical Support Engineer Bigpanda, Inc. Jan 08, 2016 $105,000 -
$115,000
SR Engineer Technical Support T-Mobile USA, Inc. Aug 24, 2016 $105,000 -
$115,000
Senior Technical Support Engineer Nimble Storage, Inc. Mar 16, 2016 $105,000
Senior Technical Support Engineer, Tier 3 Genesys Telecommunications Laboratories, Inc. Mar 08, 2016 $94,400
Senior Technical Support Engineer Nokia Solutions and Networks Us LLC Dec 28, 2016 $94,290
Senior Technical Support Engineer Nokia Solutions and Networks Us LLC Aug 27, 2016 $94,289
Senior Technical Support Engineer Informatica Corporation Jul 12, 2015 $94,162
SR. Technical Support Engineer Ale USA Inc. Mar 23, 2016 $93,767
Senior Technical Support Engineer Informatica LLC May 26, 2016 $93,500
Senior Technical Support Engineer Mobileiron, Inc. Feb 20, 2016 $93,246 -
$123,246

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Top Skills for A Technical Support Senior Engineer

  1. Customer Service
  2. Product Support
  3. Windows XP
You can check out examples of real life uses of top skills on resumes here:
  • Promoted to Senior Support engineer due to demonstrated ability to provide top-notch customer service in high-pressure situations.
  • Mentor junior staff/non Windows staff on troubleshooting Windows issues using Windows Debugger and analyzing Microsoft Product Support (MPS) reports.
  • Specialized in all aspects of Windows XP desktop support including software and hardware configuration and installation, deployment and troubleshooting.
  • Motivate 14 technical support engineers through performance coaching, career planning and setting educational objectives.
  • Prepared Root Cause Analysis reports for escalated system performance issues and implemented recommendations for server and database SQL query performance tuning.

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Average Salary:

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Top 10 Best States for Technical Support Senior Engineers

  1. Alaska
  2. Washington
  3. District of Columbia
  4. New York
  5. Georgia
  6. California
  7. Minnesota
  8. New Jersey
  9. Maryland
  10. Virginia
  • (111 jobs)
  • (1,734 jobs)
  • (813 jobs)
  • (2,730 jobs)
  • (1,604 jobs)
  • (8,263 jobs)
  • (1,002 jobs)
  • (1,494 jobs)
  • (2,321 jobs)
  • (4,408 jobs)

Technical Support Senior Engineer Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 2,408 Technical Support Senior Engineer resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Technical Support Senior Engineer Resume

View Resume Examples

Technical Support Senior Engineer Demographics

Gender

Male

81.7%

Female

14.0%

Unknown

4.3%
Ethnicity

White

56.5%

Hispanic or Latino

15.9%

Asian

13.0%

Black or African American

8.8%

Unknown

5.8%
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Foreign Languages Spoken

Spanish

28.3%

French

13.3%

Carrier

11.7%

German

6.7%

Japanese

6.7%

Mandarin

5.0%

Arabic

5.0%

Italian

5.0%

Portuguese

3.3%

Chinese

3.3%

Cheyenne

1.7%

Khmer

1.7%

Filipino

1.7%

Hindi

1.7%

Hebrew

1.7%

Russian

1.7%

Urdu

1.7%
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Technical Support Senior Engineer Education

Schools

Northeastern University

9.8%

San Jose State University

8.0%

More Tech Institute

6.3%

Boston University

6.3%

Colorado Technical University

6.3%

Merrimack College

5.4%

DePaul University

5.4%

Regis University

4.5%

University of Massachusetts - Lowell

4.5%

Lane Community College

4.5%

City College of San Francisco

4.5%

Hofstra University

4.5%

Western Governors University

4.5%

University of California - San Diego

4.5%

De Anza College

3.6%

Coleman University

3.6%

University of California - Irvine

3.6%

Virginia Commonwealth University

3.6%

Heald College - Central Administrative Office

3.6%

Nova Southeastern University

3.6%
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Majors

Computer Science

16.4%

Electrical Engineering

16.2%

Business

11.1%

Information Technology

8.7%

Computer Systems Security

6.8%

Computer Networking

6.5%

Management

4.8%

Management Information Systems

4.6%

Computer Engineering

4.1%

Computer Information Systems

3.7%

Electrical Engineering Technology

3.6%

Mechanical Engineering

3.1%

Computer Applications

1.9%

Engineering

1.5%

Project Management

1.4%

Communication

1.4%

Drafting And Design

1.2%

Computer Engineering Technology

1.2%

General Studies

1.0%

Computer Programming

1.0%
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Degrees

Bachelors

50.3%

Masters

21.7%

Associate

13.8%

Certificate

8.0%

High School Diploma

3.1%

Diploma

2.3%

License

0.4%

Doctorate

0.4%
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Updated May 18, 2020