The Benefits of a Career in Technical Support
Technical support roles are often overlooked in favor of programming and DevOps positions, but they can provide an excellent entry point into the tech industry – especially for those without a technical background. Additionally, technical support positions are not limited to the tech industry. Other industries such as automotive, healthcare, and telecommunications also require technical support engineers. These companies either have in-house support teams or outsource the work to tech firms, providing excellent opportunities for beginners.
What is a technical support job?
Technical support professionals play a vital role in providing assistance and support to users of different technological products and services, such as hardware, software applications, or online platforms. As a technical support engineer, you will be responsible for responding to customer inquiries, diagnosing and troubleshooting issues, providing solutions or workarounds, and guiding users through the problem-solving process. Additionally, technical support professionals are responsible for maintaining and updating technical documentation and providing training to customers or other support team members. Technical support roles are available in various industries, including technology, healthcare, finance, and education.
Benefits of a career in technical support
Here is a list of benefits that makes it such a lucrative career option;
It can lead to multiple career options
The growth opportunities for technical support engineers are excellent. As a technical support engineer, you can choose to grow in your current vertical or explore opportunities in other areas based on your skills and interests. With the right mindset and assessment of your abilities, the possibilities are endless. Learn more about how a technical support job can lead to multiple career options, here.
Within your vertical, you can advance to the position of a senior technical engineer within one to two years or become a technical lead within three to four years. However, if you’re interested in exploring other options, there are many roles you can thrive in, such as customer success managers, project managers, or solution consultants.
It’s important to note that whether or not these roles are available will depend on your organization. If your current organization doesn’t offer these opportunities, you can explore career options in other companies that do. The possibilities are endless.
Helps you stay updated with the latest technology
As a technical support engineer, you’ll have the opportunity to work with the latest technology and stay up-to-date with the latest advancements in the industry. This is essential because the world of technology is constantly changing, and by staying current, you’ll be able to adapt to new environments and challenges more easily. In addition, technical support roles are available in a variety of industries, including healthcare, finance, and education, providing you with a wide range of career options to explore. By considering technical support as a career path, you can gain valuable experience and stay at the forefront of the industry.
Helps you develop your communication skills
Effective communication is crucial for technical support engineers, as they’re responsible for resolving customer issues and providing solutions to their problems. This requires a strong set of soft skills, including active listening, critical thinking, and effective communication abilities. As a technical support engineer, you’ll have the opportunity to develop these skills and improve your ability to work with others. This can open up new career paths, including roles in customer success, account management, and project management. By honing your communication skills, you’ll not only excel in your current role, but you’ll also have the ability to advance your career and explore new opportunities.
Helps you build an excellent network
Technical support engineers interact with various departments both within and outside their organization. This provides opportunities to build a strong network and establish professional relationships. Networking can lead to better opportunities, increase your visibility, and broaden your career options.
Growing Career Opportunities in Technical Support
The demand for tech support professionals is on the rise, as more businesses adopt digital and cloud technologies. In fact, technical support engineering jobs in the US are expected to increase by 11% each year from 2016 to 2026, according to Zippa, indicating a promising outlook for this field.
While there are concerns about AI and automation replacing human workers in various industries, technical support engineers possess a unique combination of technical and interpersonal skills that make them well-suited to adapt to changing technological trends. Unlike programming jobs, which may be more vulnerable to automation, it is unlikely that technical support roles will be completely replaced by machines. This is because human interaction, empathy, creativity, and flexibility are essential for effective customer support, which is the primary responsibility of technical support engineers.
Cons
High-pressure environment:
Technical support roles can be fast-paced and high-pressure, demanding quick and efficient issue resolution. This type of work environment can accelerate career growth for those who thrive in such conditions, providing an opportunity to rapidly develop skills. However, it may not be a good fit for everyone. It’s important to assess whether you have the temperament and skills to handle the pace and pressure of a technical support role before pursuing it.
Work-Life Balance
Some technical support roles may require working unconventional hours, such as shifts or weekends, which can have an impact on work-life balance. This can be challenging, but it is possible to manage effectively by setting clear boundaries, prioritizing self-care, and having open communication with managers and team members. By implementing strategies like these, technical support professionals can maintain a healthy work-life balance while still performing their job duties effectively.
Challenging customers:
Technical support professionals often face challenging customers who may be frustrated or angry due to technical issues. While this can be a difficult situation to manage, it provides an opportunity to develop valuable skills in communication, conflict resolution, and customer service. These skills can be transferrable to other roles such as customer success, consulting, and project management, allowing for career growth and advancement.
Key Takeaways
Starting a career in technical support can be challenging, but with time and experience, you can settle into a balanced work environment. As organizations recognize the importance of work-life balance, job roles are being adjusted to reflect this. A technical support engineer role offers promising career growth opportunities, with the potential to develop both technical and interpersonal skills. By honing these skills, you can excel in your role and make meaningful contributions to your organization. If you have the right mindset and skills, a career in technical support can be a rewarding and promising path in the tech industry.
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Nikhil Kumar Ahluwalia
Founder Upspir
Nikhil has more than 16 years of industry experience. Prior to founding Upspir, he served as the Vice President of Support, Services, and Delivery at Ameyo/Exotel, where he gained extensive experience in managing and leading technical support and delivery teams. With Upspir, Nikhil aims to take his passion for developing and mentoring people to the next level by sharing his experiences and knowledge with those who want to build their career in the tech support domain.