A technical support engineer deals with all levels of troubleshooting and problem solving for a given product. Using his technical knowledge, specific background, and overall product experience, this support professional is readily available to provide qualified support to the user of a specific product or service. Since technology fills most homes, schools, and businesses, these qualified individuals are needed to solve problems that may arise on a daily basis.
When technology is used constantly in every area of life, it is logical to assume that problems could happen at any time. A technical support engineer is most often required to be flexible and willing to be available at all hours in case problems develop. Sometimes a technical support engineer will be required to be available 24 hours a day to reflect the demands of both his residential and commercial customers.
Stress levels may run high because some users are not technically knowledgeable, and have no understanding of how to troubleshoot an issue. Sometimes a customer thinks, no matter the actual problem, that his issue should always be considered urgent. In some cases, depending on the technology and the complexity of the problem, the engineer cannot resolve the issue immediately. This may cause a user to become frustrated, which forces the support person to exercise patience and understanding to help limit the level of stress on both sides of the problem.
This individual is not only a support tool for the customer, but also is seen as a partner and advocate with the understanding of the specific process the user is exposed to each day. There is a growing need for support professionals who possess specialized industry knowledge and experience. A technical support engineer with a background in multimedia, finance, publishing, broadcasting, or education can prove to be a valuable asset to a company involved in one or more of these fields.
A technical support engineer, through experience, knowledge, and education, has the potential to accelerate success as a technical professional. When employed at a larger company, a technical support engineer may start by working on a less desirable shift or during the evening hours, but as experience builds, opportunities appear. With further training and education, he may be able to move into systems administration, network engineering, or database administration. Sometimes consultation opportunities arise, allowing the engineer to work with clients as an independent contractor, which can prove to be very lucrative, making the boundaries of this technical profession truly endless.