What is Support Engineering?

Most SaaS companies have a team of Support Engineers, but there isn't a lot of documentation on the role. I wrote this post as an easy intro to Support Engineering.

What is Support Engineering?
Photo by Clément Hélardot / Unsplash
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    A Support Engineer is an engineer that solves technical customer problems and questions.

    Reader's Note:
    Previously, I managed Support Engineering at Finix from the Seed to Series B stage.  You can read more about my story and journey here.

    What do Support Engineers do?

    Support Engineers interact with customers daily through integration questions, developer support, and any issues/feature requests they might find.  Questions can range from API integration questions to specific scenarios that might require hours of research.

    Support Engineering is a cross-functional role working across product, engineering, and customer-facing teams.

    What does the average day look like?

    • Respond to customer’s inquiries and issues via email, support tickets, or zoom
    • Troubleshoot and debug technical questions from customers relating to APIs or integrations
    • Build strong relationships with customers and work with them to resolve their issues
    • Act as a customer advocate in cross-functional product and engineering meetings
    • Participate in on-call rotations for alarms

    Background of Support Engineers

    Support Engineers come from all different backgrounds. Support Engineers tend to have the following background.

    • BS/MS in Computer Science, Engineering, or similar experience (Bootcamps!!)
    • Strong written and verbal communication skills.
    • Strong foundational knowledge of APIs and can explain the concept to a five-year-old easily
    • Python, Ruby, and or JavaScript experience
    • Intermediate to Advanced SQL knowledge

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