Customer Support Engineer Salary
Customer Support Engineers are most sought-after in California, which is home to the three top-paying cities in the field: San Jose, San Francisco, and Los Angeles. Total cash compensation to Customer Support Engineers ranges from $40K on the lower end to $101K on the higher end; the final number includes potential for approximately $10K each from bonuses and profit sharing in exceptional cases. The most important factor affecting compensation for this group is location, followed by the company and experience level. A large number report receiving medical coverage from their employers and most collect dental insurance. The majority of Customer Support Engineers claim high levels of job satisfaction. The vast majority of Customer Support Engineers (89 percent) who took the survey are men. The data for this snapshot was collected from individuals who took PayScale's salary survey.
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.
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Popular Employer Salaries for Customer Support Engineer
Cisco Systems Inc, Osisoft, Inc., NCR Corp, Asml Lithography, and Applied Materials Inc are among the top companies that take on many Customer Support Engineers. Cisco Systems Inc offers the largest salaries in town ($79K on average), but the considerable range in workers' salaries creates a rather varied pay scale that stretches from $36K to $110K.
Popular Skills for Customer Support Engineer
Overall, survey participants reported applying a fair number of skills to their work. Most notably, facility with SQL, Systems Troubleshooting, and Linux are correlated to pay that is significantly above average, leading to increases of 21 percent, 13 percent, and 8 percent, respectively. Those listing Microsoft SQL Server as a skill should be prepared for drastically lower pay. Customer Service and Troubleshooting also typically command lower compensation. Most people skilled in Customer Service are similarly competent in Cisco Networking.
Pay by Experience Level for Customer Support Engineer
Median of all compensation (including tips, bonus, and overtime) by years of experience.
Experience does not seem to be a strong driver of pay increase in this role. Folks with fewer than five years of experience take home $60K on average, and those who have worked for five to 10 years see a bigger median salary of $66K. The average pay reported by folks with 10 to 20 years of experience is around $78K. People who have worked for more than 20 years report a median income of $80K, which is barely higher than the median for folks with 10 to 20 years of experience.
Pay Difference by Location
Relative to Customer Support Engineers in the rest of the country, Customer Support Engineers in San Jose, San Francisco, and Los Angeles see salaries beyond the national average. In fact, these California cities offer more pay than any other American city. Place of residence plays a huge part in a Customer Support Engineer's salary, with Seattle Customer Support Engineers earning salaries that are 30 percent less than the national average. Employers pay around 23 percent less in Denver and 16 percent less in Austin, below-median salaries for those in this field.
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Key Stats for Customer Support Engineer
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