A Technical Support Engineer (also known as a technical support officer, IT support technician or technical support analyst) is a professional which provides technical assistance and solutions to end-users or customers encountering issues with software, hardware, or other technological products. A Technical Support Engineer responds to user inquiries, diagnosing technical problems, and offering resolutions, playing a critical role in the technology ecosystem.They do this through email, phone, or chat, engaging directly with customers, demonstrating a combination of technical expertise and effective communication to ensure a positive user experience.

Documentation is a crucial aspect of a Technical Support Engineer's responsibilities, involving the meticulous recording of customer interactions and solutions provided. This documentation is a resource for building a knowledge base, facilitating the efficient resolution of common technical issues. Additionally, Technical Support Engineers often utilise remote assistance tools to access users' systems, allowing them to troubleshoot problems and provide guidance without the need for physical presence. Their role extends to training users on effective product usage, offering preventive maintenance tips, and collecting user feedback to contribute to ongoing product improvement.