Advice on tech support role (3rd line) from pure dev

[Z064life]

Hi,

I am an experienced, mid-level developer.

However, I recently spotted a job for a company which is small but has a lot of emphasis on training(beyond the basic technical training, but also mentoring, leadership training, etc).

The role is 3rd line so still very technical. It's in app support so it's post implementation development rather than pure out-and-out development like I do now (or don't, as the senior devs do all of the interesting work).

However, and this is the question - is this sort of career move common? Also, wouldn't a tech support role be a big shock to the system because I've never dealt with customers? I therefore think it's a bad move?

Any advice on how to handle tech support is appreciated!


Thanks

[lestag]

Do you like dealing with people?
Do you like cleaning up after the inplementation people - Not only the things that aren't fixed yet, but the promises that were made by the sales staff and the implementors that have/haven't been missinterpreted by the customer?

and finally... Do you like dealing with people?


most/some developers don't as to some very bright tech support/consultant people

[Z064life]

Hi,

1) Fixing other people's problems I don't mind. I've done that a lot in dev and never thought of anything of it. Besides, I'd rather fix other people's problems than mine!

2) Well I am worried about rude customers, and customers complaining. But I hate being at work talking to the same people, same environment, etc (as in my current dev role).


How much customer-facing work is there in 3rd line? 3rd line seems to be very similar to an out-and-out system admin/developer, though.


Thanks

[jimmyjimjim]

Z064life said:

How much customer-facing work is there in 3rd line? 3rd line seems to be very similar to an out-and-out system admin/developer, though.
Thanks

Speaking as the last line of defence for development myself (Tier 4, but in our support model, the dealer is Tier 1, so the same thing really), I'd have to say 'very, very little'. Most of the 'customer' interaction I have is speaking to the support group beneath me, telling them what to get in the way of information, and what it would be worth testing quickly.

Most of the work itself is either in the lab, or looking at traces, or reading documents; determining if what is happening is correct or not. Then deciding what exactly is broken and passing it up to dev to fix.

[matt28]

Z064life said:

Hi,

1) Fixing other people's problems I don't mind. I've done that a lot in dev and never thought of anything of it. Besides, I'd rather fix other people's problems than mine!

2) Well I am worried about rude customers, and customers complaining. But I hate being at work talking to the same people, same environment, etc (as in my current dev role).


How much customer-facing work is there in 3rd line? 3rd line seems to be very similar to an out-and-out system admin/developer, though.


Thanks

In my experience, limited external customer-facing work

Most of your customers are likely to be in-house if you're 3rd line

Think about it, if you had direct relationships with the end user, then it's highly likely they will just contact you every time and bypass 1st and 2nd line support every time. *Most* companies don't want this, so won't have you directly dealing with the external end user.

It varies by company of course

[Z064life]

Thanks for the tips guys.

I have an interview with the service manager now, any tips? I am worried I may be asked tech support questions (e.g. how I would deal with rude customers)? Although the job does not assume prior tech support experience and the company is aware I have been doing pure development prior to this job.


Thanks

[Bullett]

Just remember, you get the crap 1st and 2nd line couldn't fix, the service level has expired as the tiers below you couldn't fix it. It's out of hours and the the customer and management are screaming at you to get it working asap.

It's good fun though.

[Z064life]

See, most of these concerns exist in dev anyway, so I'm not really worried about them.

Support can't fix something > it comes to dev > goes to vendor.


The only real concern I have is talking to customers, because I've done 0 of that. I'm worried this would be hard to pick up?

Thanks

[Bullett]

Don't tell them more than you have to!

Don't say it's not working because the moron who installed it couldn't follow a config guide or that it's not suitable for purpose or that their problem is actually a chair keyboard interface issue.