Outsource First-Class
Support Engineer

Also known as Technical Support Engineer , Technical Support Representative , Customer Support Consultant

Outsource Support Engineer at SupportFinity
how to select the right Support Engineer

Selecting the Right Support Engineers

Hiring is one of the toughest challenges any company can face, either large enterprises or new startups. There is a great deal of know-how kind of experience when hiring a Support Engineer, not all companies have the right processes that can warrant best hires.

At SupportFinity, we streamlined our processes and in-house standards to make sure of having one of the top world-class hiring processes. The magic mix of skills ingredients is what separates a great hire from a not-so-good one. We came to this conclusion through consulting top technical and HR experts in addition to our years of work and exposure with most sophisticated projects across almost all tech verticals and areas of expertise. So you get one of the best recruitment processes to hire a Support Engineer.

As we have created and crafted a unique method of teams’ customization, we have also perfected our signature model of matching the right skills for our customers to hire either one Support Engineer or a team of Support Engineers. We have a long lasting belief in the power of data analytics in creating unmatchable results, thus, we apply our analytical models on our hiring process same as we do in our business model.

Support Engineer Job Description Template

Support Engineer

AKA: Technical Support Engineer or Technical Support Representative or Customer Support Consultant

The Support Engineer diagnoses and troubleshoots software and hardware problems and help clients install applications and programs. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

  • The Support Engineer resolves client issues via telephone, email or remote session.
  • The Support Engineer reproduces issue in-house and responding back in a timely manner.
  • Regular follow ups with clients with recommendations, updates and action plans.
  • The Support Engineer escalates issues in a timely manner according to Standard Operating Procedures.
  • The Support Engineer creates new knowledge base articles to capture new learnings for reuse throughout the organization.
  • Documents case work accurately to ensure the correct level of detail is available for colleagues.
  • Communicating plans for resolution, explaining developments, and conveying resolution.
  • The Support Engineer validates technical information and issues early warning and disseminates information as needed.

  • Excellent knowledge of information and network security fundamentals.
  • Ability to perform deep, dive technical troubleshooting.
  • Strong distributed systems and web services design and implementation experience.
  • Obsession with delivering highly available and performant systems that surpass client expectations.
  • Experience in a technical support role in software or telecommunications environment.
  • Has a good memory of how software and operating systems work.
  • Has excellent listening and questioning skills; combined with the ability to interact confidently .
  • Possess the ability to think logically, and has good analytical and problem solving skills .

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Skills Matrix at SupportFinity

These are sets of the must have skills that we care about and put as top requirements needed for hiring first class Support Engineer.

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Customer Support
Language aptitute metric at SupportFinity
Language Aptitude
We receive requests of hiring from candidates among more than 100 countries. As we bring skills from each and every place in the world, we make sure we have the right match of language proficiency with our clients' requirements. Your Support Engineer or team of Support Engineers will have the needed level of language knowledge you expect, each candidate passes through our language tests that warrant at least a good command of reading, writing and speaking of the languages our clients ask for.

We know that communication starts from speaking common languages, thus we put this aspect as a first factor in our selection process, we do not proceed with hiring for Support Engineer before making sure that the candidate passes the language ability tests first.
Communication Quality metric at SupportFinity
Communication Quality
The next level of screening we perform at SupportFinity is the communication quality, in this stage we make sure that the Support Engineer can deliver high quality of communication; especially on the technical aspects of the job. We conduct our assessments to cover multiple aspects of communication quality, such as:

The ability of self-explanation ( writing – speaking )

The ability of describing problems structurally and technically ( writing & speaking)

The ability of explaining ideas, situations and problems ( reading, writing & speaking)
Personality tests at SupportFinity
Personality Tests
Personality tests at SupportFinity
Technical Excellence
Samy, Customer Support Assistant from SupportFinity

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