What titles/role names you use in your organization for a Technical Support Engineer?

SumitBhat
SumitBhat Senior Director, Technical SupportFounding Member | Scholar ✭✭

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.

Best Answers

  • DavidBaca
    DavidBaca Director, Support Services Research Member | Guru ✭✭✭✭✭
    Accepted Answer

    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.

  • SaraJohnson
    SaraJohnson Director of Research for Support Services Member | Guru ✭✭✭✭✭
    Accepted Answer

    @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.

Answers

  • PatrickCarmitchel
    PatrickCarmitchel VP Product Management TSIA Administrator | admin
    edited March 18

    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?

  • SumitBhat
    SumitBhat Senior Director, Technical Support Founding Member | Scholar ✭✭

    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.

  • Claire Hernandez
    Claire Hernandez Sr Director, Global Support Member

    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

    Supt Eng

    Sr Supt Eng

    Prin Supt Eng

    Sr Prin Supt Eng

  • DavidBaca
    DavidBaca Director, Support Services Research Member | Guru ✭✭✭✭✭

    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.

  • SumitBhat
    SumitBhat Senior Director, Technical Support Founding Member | Scholar ✭✭

    @Claire Hernandez @David Baca thanks for your inputs , I will share more insights as we complete the poll internally.

  • 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 Engineer

  • 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.

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