There are so many layers to a modern support team.
Some companies will have countless reps working hard each day to champion the customer and empower them to do what they need to do.
On top of that, you might have members of the support team who double up as part of the product design team; looking for niche use cases or areas where customers don’t find the product intuitive.
Support teams may even have specialized roles which look to help customers achieve certain business goals, rather than just guidance with the software.
In this Process Street article, we’re going to look at one of the unsung specialists of the modern age: the customer support engineer.
With the rise of SaaS products particularly, the customer support engineer has become a meeting point for customers, sales, design, and development.
A Jack or Jill of all trades!
We’re going to explore exactly what a customer support engineer is, what they do, and when or why you might need one!