What does a Technical Support Senior Engineer do?

Updated January 8, 2025
9 min read
Quoted Expert
Babak Beheshti Ph.D.
What does a Technical Support Senior Engineer do

A technical support senior engineer is primarily in charge of resolving complicated issues and concerns through calls and correspondence, ensuring efficiency and client satisfaction. Their responsibilities include coordinating with customer support staff to gather data, studying records of initial assessments, liaising with clients to identify their needs, utilizing their expertise to develop solutions, and maintaining records of all transactions. Furthermore, as a technical support senior engineer, it is essential to lead and serve as a mentor to others, all while implementing the company's policies and regulations.

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Technical support senior engineer responsibilities

Here are examples of responsibilities from real technical support senior engineer resumes:

  • Manage releases of all front-end applications to Citrix farm.
  • Investigate, reproduce and troubleshoot all escalate issues and manage them until resolution.
  • Manage and lead client-server performance cases by analyzing database performance and metrics that includes hardware and network relate performance analysis.
  • Lead technical operations for an innovative workforce virtualization movement, including initial design and improvement of technical systems and processes.
  • Analyze systems for capacity planning and assist with the enhancement of network infrastructure and distribute applications.
  • Build, maintain and upgrade W2K3 and W2K8 servers for DOD & USAF.
  • Configure dumb terminals and printers on Unix systems.
  • Create VPN accounts as well solving VPN relate queries.
  • Configure and support POS hardware for in store use.
  • Respond to customer inquiries via email, SalesForce and telephone.
  • Repair printers and write command strings for printers attach to PCs.
  • Use VMware to simulate customer environment to detect potential issues and testing.
  • Facilitate customer business success by downloadi8ng POS software for in store terminals.
  • Develop custom application for clients base on Java API to provide customize solution.
  • Perform configurations of protocols, not limit to TCP/IP, IPX/SPX, NetBEUI.

Technical support senior engineer skills and personality traits

We calculated that 7% of Technical Support Senior Engineers are proficient in Java, Linux, and Customer Service. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.

We break down the percentage of Technical Support Senior Engineers that have these skills listed on their resume here:

  • Java, 7%

    Coded and implemented Java based support utilities.

  • Linux, 6%

    Support customers on multiple platforms including Windows Server 2008 R2, Windows 7, Server 2003/XP and Linux Ubuntu 10.4.

  • Customer Service, 5%

    Promoted to Senior Support engineer due to demonstrated ability to provide top-notch customer service in high-pressure situations.

  • Azure, 5%

    Utilized SQL and C# to manipulate and manage data within a COSMOS / Azure infrastructure for troubleshooting and data retention

  • Customer Satisfaction, 5%

    Manage customer issues by effectively focusing resources to quickly resolve problems and escalating any unresolved issues quickly to ensure customer satisfaction.

  • Troubleshoot, 4%

    Investigated, reproduced and troubleshoot all escalated issues and managed them until resolution.

"java," "linux," and "customer service" are among the most common skills that technical support senior engineers use at work. You can find even more technical support senior engineer responsibilities below, including:

Customer-service skills. To carry out their duties, the most important skill for a technical support senior engineer to have is customer-service skills. Their role and responsibilities require that "computer support specialists must be patient and sympathetic." Technical support senior engineers often use customer-service skills in their day-to-day job, as shown by this real resume: "provided the technical expertise within customer support to improve resolution time for reported incidents and increase visibility within product development. "

Listening skills. Another essential skill to perform technical support senior engineer duties is listening skills. Technical support senior engineers responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Technical support senior engineers also use listening skills in their role according to a real resume snippet: "communicated in representing the service delivery organization as the client interface from problem identification to problem resolution. "

Speaking skills. technical support senior engineers are also known for speaking skills, which are critical to their duties. You can see how this skill relates to technical support senior engineer responsibilities, because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." A technical support senior engineer resume example shows how speaking skills is used in the workplace: "developed and presented training courses for the tellabs customer service organization. "

Writing skills. A big part of what technical support senior engineers do relies on "writing skills." You can see how essential it is to technical support senior engineer responsibilities because "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." Here's an example of how this skill is used from a resume that represents typical technical support senior engineer tasks: "designed and administered remedy bug tracking and call tracking systems participated in writing technical documentation and manuals"

Problem-solving skills. Another crucial skill for a technical support senior engineer to carry out their responsibilities is "problem-solving skills." A big part of what technical support senior engineers relies on this skill, since "support workers must identify both simple and complex computer problems, analyze them, and solve them." How this skill relates to technical support senior engineer duties can be seen in an example from a technical support senior engineer resume snippet: "escalated confirmed customer support issues to appropriate engineering departments and drove them to resolution. "

Most common technical support senior engineer skills

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Compare different technical support senior engineers

Technical support senior engineer vs. Senior technical analyst

A senior technical analyst specializes in performing research and analysis to optimize technical support procedures in a company. Their responsibilities revolve around coordinating with different departments to gather necessary data, analyzing feedback from clients and employees, assessing existing processes to determine areas needing enhancements, and devising strategies to improve operations. They are also in charge of providing technical support to internal and external parties, installing and repairing systems, and addressing inquiries or concerns, resolving them promptly and efficiently.

The annual salary of senior technical analysts is $7,209 lower than the average salary of technical support senior engineers.While the two careers have a salary gap, they share some of the same responsibilities. Employees in both technical support senior engineer and senior technical analyst positions are skilled in java, linux, and customer service.

While similarities exist, there are also some differences between technical support senior engineers and senior technical analyst. For instance, technical support senior engineer responsibilities require skills such as "azure," "customer satisfaction," "troubleshoot," and "customer issues." Whereas a senior technical analyst is skilled in "infrastructure," "project management," "data analysis," and "technical support." This is part of what separates the two careers.

Senior technical analysts tend to make the most money working in the finance industry, where they earn an average salary of $109,498. In contrast, technical support senior engineers make the biggest average salary, $104,548, in the telecommunication industry.On average, senior technical analysts reach similar levels of education than technical support senior engineers. Senior technical analysts are 2.7% more likely to earn a Master's Degree and 0.5% more likely to graduate with a Doctoral Degree.

Technical support senior engineer vs. Support lead

A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.

On average, support leads earn a $20,613 lower salary than technical support senior engineers a year.Only some things about these jobs are the same. Take their skills, for example. Technical support senior engineers and support leads both require similar skills like "java," "linux," and "customer service" to carry out their responsibilities.

While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that technical support senior engineer responsibilities requires skills like "azure," "tcp ip," "ruby," and "vmware." But a support lead might use other skills in their typical duties, such as, "cash management," "pos," "sales floor," and "payroll."

Average education levels between the two professions vary. Support leads tend to reach similar levels of education than technical support senior engineers. In fact, they're 0.2% more likely to graduate with a Master's Degree and 0.5% more likely to earn a Doctoral Degree.

What technology do you think will become more important and prevalent for Technical Support Senior Engineers in the next 3-5 years?

Babak Beheshti Ph.D.Babak Beheshti Ph.D. LinkedIn Profile

Dean, Professor, New York Institute of Technology

-The enormous growth of IoT and wearables. The number of connected devices is expected to be more than 26 billion in 2020. That includes things like household appliances, controllable lighting, and much more. This trend is likely to continue as it is expected to see the industry grow to 661 billion dollars by 2021.

-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.

-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.

Technical support senior engineer vs. Senior systems engineer

A senior systems engineer specializes in overseeing network systems, management tools, software, and hardware within a company or an organization. Their primary responsibility is to install, maintain, and resolve complex system issues using their years of extensive knowledge and expertise. They can also provide insights, troubleshooting, and technical support should it be needed. Furthermore, as a senior systems engineer, it is also their responsibility to lead, supervise, and coordinate with a team of skilled system engineers while in adherence to company policies and regulations.

An average senior systems engineer eans a higher salary compared to the average salary of technical support senior engineers. The difference in salaries amounts to senior systems engineers earning a $692 higher average salary than technical support senior engineers.technical support senior engineers and senior systems engineers both have job responsibilities that require similar skill sets. These similarities include skills such as "java," "linux," and "azure," but they differ when it comes to other required skills.

There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a technical support senior engineer is likely to be skilled in "customer service," "customer satisfaction," "customer issues," and "vmware," while a typical senior systems engineer is skilled in "architecture," "c++," "c #," and "dod."

Senior systems engineers earn the best pay in the retail industry, where they command an average salary of $116,608. Technical support senior engineers earn the highest pay from the telecommunication industry, with an average salary of $104,548.When it comes to education, senior systems engineers tend to earn higher degree levels compared to technical support senior engineers. In fact, they're 5.9% more likely to earn a Master's Degree, and 1.1% more likely to graduate with a Doctoral Degree.

Technical support senior engineer vs. Lead support technician

Lead support technicians test and troubleshoot onboard systems by using various interface tools and proprietary software. Besides following instructions, lead support technicians also work hand-in-hand with managers to ensure all quality standards are implemented. Lead support technicians also oversee and support different technical tasks, including brackets, building weldments, fabricating, and modifying support structures. Moreover, lead support technicians troubleshoot and resolve hardware and software problems.

Lead support technicians average a lower salary than the annual salary of technical support senior engineers. The difference is about $12,009 per year.According to resumes from technical support senior engineers and lead support technicians, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "java," "linux," and "customer service. "While some skills are required in each professionacirc;euro;trade;s responsibilities, there are some differences to note. "azure," "troubleshoot," "ruby," and "switches" are skills that commonly show up on technical support senior engineer resumes. On the other hand, lead support technicians use skills like desktop support, computer system, user support, and sharepoint on their resumes.In general, lead support technicians earn the most working in the technology industry, with an average salary of $92,806. The highest-paying industry for a technical support senior engineer is the telecommunication industry.The average resume of lead support technicians showed that they earn similar levels of education compared to technical support senior engineers. So much so that theyacirc;euro;trade;re 3.4% less likely to earn a Master's Degree and more likely to earn a Doctoral Degree by 0.5%.

Types of technical support senior engineer

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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