What To Look For When Hiring an Technical Support Engineers

One of the biggest challenges for IT managers is finding and hiring top-tier technical support engineers in a competitive job market. This is especially true for businesses that are rapidly growing or expanding into new markets. Traditional hiring methods can be time-consuming and inefficient, leading to delays in filling critical roles.

That’s where a strategic approach to hiring can make a significant difference. By understanding the key skills and qualities required for technical support, you can identify the best candidates and streamline the hiring process.

Here’s your checklist for evaluating tech support engineers:

• Technical Skills: Review for specific technical abilities and problem-solving examples
• Soft Skills: Look for evidence of effective communication and teamwork
• Certifications: Verify relevant and up-to-date certifications
• Experience: Check for applicable technical support experience
• Education: Assess the relevance and reputation of educational qualifications
• Achievements: Note significant accomplishments and their impact

We’ll cover each item on this checklist to guide you in finding the right tech support engineer you need for your team.

Key Takeaways

• A Specialized, High-Value Role: A Technical Support Engineer (TSE) is not an entry-level help desk position. They are Tier 2 or Tier 3 specialists who diagnose and resolve complex technical issues (like server, network, or cloud problems) that a first-level service desk cannot handle.
• Modern Skills Go Beyond Basic IT: In 2025, the most valuable TSEs possess skills beyond traditional troubleshooting. The top technical skills to look for include AI-powered diagnostics, proficiency in cloud-native support (AWS, Azure), scripting and automation (PowerShell, Bash), and log analysis.
• Soft Skills are Non-Negotiable: Because TSEs are often client-facing and must resolve high-stress escalations, strong soft skills are essential. These include the ability to clearly communicate technical concepts to non-technical people, effective teamwork and collaboration, and strong time management skills to prioritize critical issues.
• The Philippines Offers a High-Skill, Cost-Effective Solution: Hiring TSEs from the Philippines provides a strategic advantage. It offers access to a deep pool of technically proficient, English-speaking talent at a significant cost savings (an average annual salary of ~$11,700 in the Philippines vs. ~$79,000 in the U.S.).

What Is a Technical Support Engineer?

A Technical Support Engineer (TSE) is a specialist who diagnoses and resolves complex technical issues that a first-level service desk cannot.

While a service desk (or Tier 1) handles basic issues like password resets and software installation, a TSE (Tier 2 or Tier 3) investigates the root cause of deeper problems. They handle escalations, analyze logs, and troubleshoot complex systems, including servers, networks, cloud infrastructure, and software applications. They are the problem-solvers who find out why something is broken and create a solution.

Technical Skills

The most valuable technical skills for 2025 have evolved beyond basic hardware and software knowledge.

• AI-Powered Diagnostics: The single biggest skills shift. PwC research from 2025 shows that IT professionals with AI skills command a 56% wage premium. This includes using AI-driven tools to predict failures, analyze log patterns, and find solutions faster.
• Cloud-Native Support: Proficiency in troubleshooting cloud services is no longer optional. This includes understanding SaaS and PaaS models and having foundational knowledge of AWS, Azure, or Google Cloud.
• Networking & Security: Deep knowledge of TCP/IP, DNS, and VPNs. An understanding of security principles is essential, as support engineers are a key part of an organization’s defense.
• Scripting & Automation: Ability to read and write basic scripts in PowerShell or Bash to automate repetitive tasks and diagnostics.
• Database & SQL: The ability to run SQL queries to check data integrity, investigate user-reported issues, and verify application behavior.
• Log Analysis: Expertise in using tools like Splunk or Wireshark to read and interpret system and network logs to find the root cause of an error.

Soft Skills

Soft skills are essential for these engineers to deliver excellent customer service. These skills also enable them to foster collaborative relationships, and contribute to business success. Check whether these are covered in the resume you are evaluating.

• Communication: Excellent communication skills are essential for interacting with customers and colleagues effectively. Look for candidates who can clearly explain technical concepts to non-technical individuals and provide helpful guidance.
• Teamwork: Tech support engineers often work in teams, so it’s important to assess their ability to collaborate effectively with others. Look for candidates who have experience working in team environments and can contribute positively to a team’s goals.
• Adaptability: The ability to adapt to changing technologies and work environments is essential for tech support engineers. Look for candidates who are open to learning new skills and embracing change.
• Time management: Effective time management skills are crucial for managing multiple tasks and meeting deadlines. Look for candidates who can prioritize tasks and work efficiently.

Certifications

According to CompTIA, 91% of employers value IT certifications. Look for these as proof of expertise, as they are a step above basic “Fundamentals” certs:

• CompTIA Security+: Establishes the essential skills for core security functions. It’s a global standard that validates hands-on skills in identifying and mitigating security threats.
• AWS Certified Solutions Architect – Associate: This is a benchmark certification. It proves an engineer understands how to design and manage resilient, secure, and cost-effective systems in the cloud.
• Microsoft Certified: Azure Associate (e.g., AZ-104): The Microsoft equivalent to the AWS cert, validating skills in managing Azure cloud services, including compute, storage, networking, and security.
• Cisco Certified Network Associate (CCNA): A long-standing, respected certification that validates a strong foundation in networking technologies, protocols, and troubleshooting.

Is Tech Support an Entry-Level Job?

Relevant experience in technical support roles is essential for tech support engineers. Look for candidates with experience working in help desks, IT support centers, or similar roles. More importantly, check the following qualifications:

Tier 1 Support Specialist (The Entry Point)

• Entry-level experience: Typically requires 0-2 years of experience in IT support or related fields.
• Basic technical knowledge: Familiarity with common hardware and software issues, such as troubleshooting network connectivity, password resets, and basic software installations.
• Excellent communication skills: Ability to clearly explain technical concepts to users of varying technical backgrounds.
• Customer service orientation: Strong focus on providing excellent customer service and resolving issues promptly.

Tier 2 Support Specialist

• Intermediate experience: Typically requires 2-5 years of experience in IT support, with a focus on troubleshooting more complex technical issues.
• Advanced technical knowledge: In-depth understanding of operating systems, networking, and common software applications.
• Problem-solving skills: Ability to diagnose and resolve complex technical problems, often requiring research and analysis.
• Escalation management: Experience in escalating complex issues to higher-level support teams when necessary.

Tier 3 Support Specialist

• Senior experience: Typically requires 5+ years of experience in IT support, with a focus on specialized technical areas.
• Deep technical expertise: In-depth knowledge of specific technologies or systems, such as server administration, database management, or network engineering.
• Troubleshooting skills: Ability to diagnose and resolve complex, system-wide issues that require advanced troubleshooting techniques.
• Mentorship: May be responsible for mentoring and training junior support staff.

Education

A technical or computer science degree can provide a strong foundation for tech support engineers. Here’s a list of the top tech-focused schools in the Philippines you can refer to. Note that these engineering and IT graduates are highly proficient professional English speakers, too: 

• De La Salle University
• Mapua University
• Adamson University 
• Lyceum of the Philippines 
• University of Santo Tomas 
• AMA Computer College

Achievements and Accomplishments

Assess candidates’ achievements and accomplishments to gauge their problem-solving skills, customer satisfaction, and contributions to previous roles. Look for examples of successful projects, positive feedback from customers, or awards and recognitions.

What Is the Salary of a Technical Support Engineer?

In late 2025, the role commands a competitive salary, but the cost varies dramatically by location. Hiring remotely from a global talent pool like the Philippines offers a significant strategic advantage.

This cost difference allows businesses to hire multiple, highly-skilled engineers offshore for the cost of one onshore, without compromising on technical expertise.

Why Choose Filipino Tech Support Engineers?

Filipino tech support engineers are renowned for their exceptional skills, strong work ethic, and excellent communication abilities. Here’s why they make ideal candidates for your team:

• Technical proficiency: Filipinos possess a strong foundation in technology and are highly skilled in various programming languages, operating systems, and software applications.
• Excellent communication skills: Filipinos are known for their excellent English language proficiency, making them ideal for customer-facing roles. They can effectively communicate with clients from all over the world, building strong relationships and providing exceptional support.
• Cultural compatibility: Filipinos are known for their warm and friendly demeanor, making them excellent team players and customer service representatives. Their cultural values align well with Western business practices, ensuring a smooth integration into your team.
• Cost-effective solution: Hiring Filipino technical support engineers offers a cost-effective solution compared to many Western countries. This can help you reduce your operational expenses and improve your bottom line.
• Strong work ethic: Filipinos are known for their strong work ethic and dedication to their jobs. They are reliable, hardworking, and committed to delivering high-quality results. Filipino tech support engineers are renowned for their exceptional skills, strong work ethic, and excellent communication abilities.
• Adaptability: Filipinos are highly adaptable and can quickly learn new technologies and processes. This makes them well-suited for the fast-paced and ever-changing world of technology.

Partner with Penbrothers for Top-Tier Technical Talent

At Penbrothers, we understand the challenges of finding qualified tech support engineers. Our expert offshore staffing team can help you identify and recruit top talent, saving you time and resources. With our proven track record and deep understanding of the technology industry, we can provide you with the support you need to build a high-performing technical support team.

Here’s why you should choose Penbrothers

• Deep understanding of the tech industry: Our team has extensive experience in the technology sector, allowing us to identify the most qualified candidates for your specific needs.
• Proven track record: We have a successful history of placing highly skilled tech support engineers with clients around the world.
• Cost-effective solutions: Our offshore staffing services offer significant cost savings compared to hiring in-house.
• Dedicated customer success managers: Our customer success managers will work closely with you to understand your requirements and provide personalized support throughout the hiring process.
• Quality assurance: We ensure that all our candidates undergo rigorous screening and evaluation to guarantee their suitability for your role.

By partnering with us, you can access a pool of talented Filipino tech support engineers who are ready to contribute to your organization’s success.

Frequently Asked Questions