A senior technical support engineer is accountable for technical support that is advanced. In most cases, a engineer or technician will begin the initial troubleshooting of an issue and, if needed the issue is escalated to the engineer in charge of technical support. The engineer in charge of the senior level must handle several projects and issues at the same time. The issues must be recorded and followed up to the point of completion. The technical support engineer in charge must have excellent presentation abilities, since solutions to complicated problems will have to be explained to the team. There is a certain amount of interaction with customers that is required and the engineer has to represent the company in a positive manner throughout the day. The tasks or issues must be recorded and tracked until their successful completion
Customers are contacted through telephone calls or remote support sessions and visits to customer sites. Alongside providing technical assistance, the technical support engineer also provides instruction to engineers at a lower level and technicians regularly and in a variety of forms. they can create white documents technical support bulletins, presentations, or instructor-led sessions. The engineer could be asked to coach new staff members or staff members at lower levels who want to advance. The engineer is in some way responsible for lower-level staff members that work alongside the engineer in charge of projects.
A bachelor's degree or equivalent certificates, or equivalent experience in the field are needed. Senior technical support engineers typically has worked on the job for at minimum 3-4 years, and have advanced understanding and troubleshooting abilities.
