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What titles/role names you use in your organization for a Technical Support Engineer?
Does anyone in this forum use a different title or role names for Technical Support Engineer / Product support engineer ? Also would appreciate any insights on the nomenclature used in your teams for dedicated support engineer's who are assigned to work with specific customers like TAM roles.
Hello @Sumit Bhat. The 2 titles you referenced are the most frequently used technical support job role/titles that we see across the Support Industry. Some minor variations include Support Engineer, Technical Support Representative, Customer Support Analyst, and occasionally, if Support has tighter integration with Customer Success, we see Customer Success Engineer as well. I hope this helps with the Support organizational business challenge that you are working on solving.2
Sara Johnson Member | Guru ✭✭✭✭✭
@Sumit Bhat, in addition to Dave's list, the terms specialist and advocate are being used. For example, Technical Support Specialist and Client Support Advocate.2
PatrickCarmitchel TSIA Administrator | admin
Thanks for bringing your questions to the Exchange, @Sumit Bhat. @Vele Galovski and @Sarah Gerichten are you seeing any trending new/emerging titles for technical support engineers?0
Thank you @David Baca @Sara Johnson @Patrick Carmitchel for the insights , appreciate it. I am planning to run a poll internally with the team with some of titles I have researched and your suggestions to gauge the feedback of the team.0
Hi, if it's not too late we have the following job titles in support and are part of the overall Customer Success organization.
Assoc Supt Eng
Sr Supt Eng
Prin Supt Eng
Sr Prin Supt Eng1
Hi @Sumit Bhat - if possible, would love to see the results of your internal polling results. And @Claire Hernandez - thank you for caring for and responding to Sumit's request.0
@Claire Hernandez @David Baca thanks for your inputs , I will share more insights as we complete the poll internally.0
This is our list with the promotion path.
Advanced Technical Support Engineer (US)
Technical Support Specialist (Canada)
Senior Advanced Technical Support Engineer
Technical Support Expert
Staff Advanced Technical Support Engineer1
We keep it simple as we try to NOT build too many levels or complex titles there. With this, we try to achieve simplicity and transparency.
Customer Service Engineer
Senior Customer Service Engineer
Technical Support Engineer
Senior Technical Support Engineer
We have combined TAM and Success managers and call them Technical Service Manager.1