Customer Support Engineer Salary
Earnings for Customer Support Engineers in the United States come in at around $65K annually on average. Overall incomes of Customer Support Engineers generally bottom out at around $40K and peak near $98K; the final number can, in exceptional cases, include upwards of $10K each for bonuses and profit sharing proceeds. The most influential factor affecting pay for this group is geographic location, though the specific employer and tenure have a (lesser) impact as well. For the most part, Customer Support Engineers enjoy their work and report high levels of job satisfaction. Most report receiving medical coverage from their employers and a large number collect dental insurance. The vast majority of Customer Support Engineers (87 percent) who took the survey are men. The figures in this rundown are based on the results of PayScale's salary questionnaire.
Job Description for Customer Support Engineer
Customer support engineers respond to customer inquiries about technical problems through an Internet-based system, telephone calls, and email. They must have strong communication skills, both verbal and written, and be able to work under pressure to solve the technical problems for personal and business clients.Read More...
The customer support engineer documents calls from clients and provides troubleshooting help to find the problem and isolate it. They then must find the resolution and ensure the clients expectations are met in a timely manner. The customer support engineer works closely with quality assurance and engineering departments or personnel to further investigate and resolve issues. These engineers must have vast product knowledge and need to keep abreast of their industry. The customer support engineer will also assist in system configurations and support programs after hours.
Customer support engineers work a variety of shifts, and they may work long hours if trying to solve a difficult problem. Customer support engineers may also be required to travel for meetings or to help fix a difficult problem.
Customer support engineers typically need a bachelor's degree in computer science, computer programming, software engineering, or a related field. Many companies request prior work experience in either an information technology setting or as a support or systems analyst. These engineers need to have strong web application experience, as well as experience with UNIX/LINUX and Java. They must also possess a strong knowledge of basic computer programs such as the Microsoft Office suite.
Customer Support Engineer Tasks
- Directly troubleshoot and solve technical issues with customers.
- Document customer needs, problems, interventions and interactions, informing clients as changes occur.
- Use debugging tools, simulations, and scripts to isolate and fix problems.
- Guide and assist with installations and technical training, including documentation.
Common Career Paths for Customer Support Engineer
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Popular Employer Salaries for Customer Support Engineer
The biggest paychecks can be found at Cisco Systems Inc — the median salary there is $79K; however, employees are subject to a wide range in pay, with the lowest salaries sitting near $36K and highest ones in the neighborhood of $110K.
Popular Skills for Customer Support Engineer
Customer Support Engineers report using a diverse set of skills on the job. Most notably, facility with SQL, Systems Troubleshooting, and Electronic Troubleshooting are correlated to pay that is significantly above average, leading to increases of 22 percent, 14 percent, and 9 percent, respectively. Microsoft SQL Server and Troubleshooting, on the other hand, are typically associated with much lower pay. The majority of those who know Customer Service also know Cisco Networking.
Pay by Experience Level for Customer Support Engineer
Median of all compensation (including tips, bonus, and overtime) by years of experience.
Customer Support Engineers with more experience do not necessarily bring home bigger paychecks. In fact, experience in this field tends to impact compensation minimally. The average inexperienced worker earns $60K, and someone who has worked for five to 10 years can expect a bigger median salary of $65K. On average, Customer Support Engineers make $78K following one to two decades on the job. Customer Support Engineers with more than 20 years of experience report incomes that are only modestly higher; the median for these old hands hovers around $81K.
Pay Difference by Location
For Customer Support Engineers, working in the bustling city of San Jose has its advantages, including an above-average pay rate. Customer Support Engineers can also look forward to large paychecks in cities like Los Angeles (+24 percent), Albany (+21 percent), San Francisco (+20 percent), and San Leandro (+15 percent). Customer Support Engineers' salaries are heavily influenced by location — Customer Support Engineers in Seattle bring in salaries that are 29 percent lower than the national average. Denver and Austin are a couple other places where companies are known to pay below the median — salaries are 22 percent lower and 15 percent lower, respectively.
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Key Stats for Customer Support Engineer
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