A senior technical support engineer is responsible for advanced technical support. Typically, a lower-level technician or engineer does initial troubleshooting of an issue; if necessary, the query escalates the senior technical support engineer. The senior engineer must manage multiple projects and issues simultaneously. Issues need to be logged and tracked to completion. The senior technical support engineer needs good presentation skills, as solutions to complex issues will need to be presented to the group. There is a degree of customer interaction required, and the engineer must present the company in a positive light at all times. Issues or tasks need to be logged and tracked to their completion
Work with customers occurs via telephone, remote support sessions, and customer site visits. In addition to providing technical support, the senior technical support engineer provides training to lower-level engineers and technicians on a regular basis and in many forms; they may produce white papers, technical support bulletins, presentations, and instructor-led sessions. The engineer may also be asked to mentor new staff members or lower-level staff members who are interested in advancement. There is some supervision of lower-level staff members who work with the senior engineer on projects.
A bachelor’s degree, equivalent certifications, or equivalent work experience are required. A senior technical support engineer typically must have worked in the field for at least three to four years and possess advanced knowledge and troubleshooting skills.
Senior Technical Support Engineer Tasks
Monitor and log all client communications, processing requests and documenting changes.
Test and develop resolution plans for technical problems, communicating needs to customers and supervisors.
Analyze and consult on implementation and troubleshooting of technology products.
Mentor and train other technical support staff on technical and procedural matters.