Hire Skilled Support Engineers

As your company grows and scales, it may face several challenges. One of these problems is when it is crucial to provide continuous software support and maintenance. It allows you to provide your customers with high-quality service and not leave them alone with issues. For this purpose, companies hire Support Engineers.

Let’s define a support engineer’s job, clarify duties and responsibilities, and why is it hard to hire a qualified specialist.

Support engineer job description & what does a support engineer do?

Support Engineers are specialists who help maintain software, hardware, and other devices. They process customer requests and document technical support cases, diagnose and resolve technical issues, and configure operating systems. In addition, technical support engineers provide customers with clear instructions on how to use the software. 

Support Engineers can help improve overall customer satisfaction by reducing negative reviews and product churn. This position allows your internal departments to work more smoothly and stress-free by resolving network, configuration, and other technology issues.

Must-have job skills for technical support engineers

Please note that a clear understanding of which technical skills, soft skills, and qualifications are needed and which are preferable will help identify the best candidates in the market.

Tip: Customer Support requirements will be significantly lower, while HelpDesk Engineer requirements, on the contrary, are higher.

Why is it difficult to hire skilled support engineers?

When looking for Support Engineers, recruiters typically face two challenges:

1. this position involves many different directions (accordingly, you need to clearly understand the candidate’s portrait);

2. it is needed to thoroughly filter applicants.

Mykola Kliestov

CTO and co-founder at ITExpert

“Among Technical Support Engineers there are specialists of different lines (L1–4). Therefore, it is important to consider whether technical support is expected. In addition, the company’s recruiter should analyze whether this is external support or a helpdesk (closer to the system administrator position).

The selection of candidates can also be influenced by the end client: B2B or B2C. For a support specialist, processing bulk requests and corporate requests are fundamentally different tasks and different levels of complexity.

There are also more complex vacancies in this area. For example, jobs in team management such as Support Team Lead or Shift Lead (the 2nd position is especially important for night shifts when you need to take responsibility for making decisions without senior management). 

In some companies, there is a separate position to improve the quality of support work. Such candidates are usually lacking in the market.

The second problem is to filter applicants. There may be too many CVs, but are they relevant for your company? Most often, profiles and CVs are not filled out enough. Therefore, it won’t be possible to select them by keywords, as with developer vacancies. The search is also complicated by requirements for domain knowledge or technical background. Filtering candidates and additional screening takes a lot of time — this is a big burden on the recruiter.”

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Hire an experienced support engineer with ITExpert

Effectively document every customer issue and promptly respond to them with qualified Support Engineers! We will help you find the best professionals available in the job market.

Our IT recruiting agency specialists have been hiring tech/non-tech IT specialists for companies in Ukraine and all over the world since 2015, from the USA to Israel. Our clients include Sony, Deloitte, and Depositphotos.

Hire technical support engineers with advanced knowledge of libraries, APIs, platforms, frameworks, and databases quickly with ITExpert!