Jobs in Tech 101

Support

Do you want to be on the front lines helping customers or colleagues diagnose and solve their problems so they can get back to work again? 

Support
Support might be the field for you if:

Support professionals have respect for all clients and team members, and enjoy engaging with people via phone and email to help them solve problems. They are able to effectively prioritize tasks and reliably meet deadlines, while applying their knowledge to novel situations and tasks. They have strong reasoning and analytical abilities, and may have a desire to eventually move into an IT role.

Alex Schrameyer, Senior Signature Engineer at Genesys

“As a Technical Team Lead, I assist in mentoring, managing, and providing technical guidance to a group of systems engineers within my skill area, as well as resolving customers’ technical issues.”

Sound interesting? Here are some occupations in this field:
Help Desk Analyst

Help desk analysts provide technical support for any aspect of the information systems department, including computer hardware, operating systems, applications and networks. They support all of the applications and software of a business and resolve hardware and software problems as quickly as possible.

Computer User Support Specialist

Computer user support specialists provide technical assistance to computer users, such as assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Customer Service Coordinator

Customer service coordinators often work for employers that serve customers by phone or on a walk-in basis. Their responsibilities include handling customer questions or requests, processing phone orders, entering data into a computer, preparing invoices and providing the status of product orders or services.

A Technical Support Manager's day might include:
8:00 AM

Bring in the team to the training room for a quick session on a new customer issue we need to solve

Escalate a certain enterprise customer issue to management and assist with the follow through to solve the problem

Join a conference call with a customer to hear about their experience using one of our new products

12:00 PM

Take a break for lunch and meet with a member of our technical team to learn about a new technology we are using

Manage a customer challenge and their expectations with our internal team -- if this is a big priority, it takes precedence over my scheduled afternoon

Prepare a report for our leadership team that identifies ways the support teams can better affect customer success and client retention

8:00 AM

Bring in the team to the training room for a quick session on a new customer issue we need to solve

Escalate a certain enterprise customer issue to management and assist with the follow through to solve the problem

Join a conference call with a customer to hear about their experience using one of our new products

12:00 PM

Take a break for lunch and meet with a member of our technical team to learn about a new technology we are using

Manage a customer challenge and their expectations with our internal team -- if this is a big priority, it takes precedence over my scheduled afternoon

Prepare a report for our leadership team that identifies ways the support teams can better affect customer success and client retention

You could work at a company like:

Meet Alex Schrameyer, Technical Team Lead at Genesys

Alex's father worked in the tech industry, so he was exposed to emerging technologies and the support field from an early age. He started his career as a PC Technician before moving into technical support.

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Meet Lynanne Gible, Director of Support and Professional Services at Scale Computing

Many years ago a friend of mine was working for a tech company and they were looking for a manger for one of their Tech Teams.  She reached out to me and said, “LG we are looking for an untraditional tech manager to coach, mentor and build a solid Tech Team.  We need a people manager, and that’s YOU.  You teach people how to manage people and build teams everyday. Apply!” Which I did and the rest is history!

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Meet Amanda Shields, Senior Signature Success Engineer at Salesforce

It was an "Introduction to Informatics" class that led Amanda down the path to a career in tech rather than music. Despite her passion for music, IT and it's daily puzzles was a more fitting field.

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Meet Blake Rodier, Technical Support Manager at Scale Computing

Blake really enjoyed gaming, so getting into building his own PC was one of his first entries into tech. He knew pretty early on that I wanted to pursue a career in technology.

Read More
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Jobs in Tech 101 Start exploring tech- and business-skilled occupations:
Product Development

Product development professionals love building products, automating inefficiencies, and solving problems.

Data Science

Data scientist professionals enjoy extensive thinking about data and abstract problems.

Design

Designers are passionate about crafting beautiful, functional user experiences.

Product Management

Product managers get excited about guiding the success of a product and leading the cross-functional team that is responsible for improving it.

IT & Cybersecurity

IT and cybersecurity professionals build and maintain the security of complex computer networks and databases.

Customer Success

Customer success professionals enjoy building relationships, and take pride in being the voice of the customer.

Support

Support professionals have respect for all clients and team members, and enjoy engaging with people via phone and email to help them solve problems.

Sales

Sales professionals have a will to win and a knack for influencing and building relationships with people.

Marketing

Marketing professionals crafting communications or experiences that inspire, inform, and influence people.

Finance

Finance managers have a passion for working with financial data and interpreting how a business makes money.

HR & Office Admin

HR & office administration professionals have a passion for making sure the workplace is functional, comfortable, and efficient.

Product development professionals love building products, automating inefficiencies, and solving problems.

Data scientist professionals enjoy extensive thinking about data and abstract problems.

Designers are passionate about crafting beautiful, functional user experiences.

Product managers get excited about guiding the success of a product and leading the cross-functional team that is responsible for improving it.

IT and cybersecurity professionals build and maintain the security of complex computer networks and databases.

Customer success professionals enjoy building relationships, and take pride in being the voice of the customer.

Support professionals have respect for all clients and team members, and enjoy engaging with people via phone and email to help them solve problems.

Sales professionals have a will to win and a knack for influencing and building relationships with people.

Marketing professionals crafting communications or experiences that inspire, inform, and influence people.

Finance managers have a passion for working with financial data and interpreting how a business makes money.

HR & office administration professionals have a passion for making sure the workplace is functional, comfortable, and efficient.