If you've ever worked in support, chances are you've had to deliver news your customers weren't excited to hear.

Maybe fixing their critical issue is taking longer than you hoped. Perhaps that "bug" they're concerned about is actually an intended feature, just not aligned with their specific use case. Or maybe the problem they're expe…

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Suddenly, you're responsible not only for technical problem-solving but also for your team’s growth and success. Your performance is no longer measured by personal output but by your ability to empower others to achieve collective goals.

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As a tech support leader, you're always exploring ways to boost team performance—through new processes, better tools, or focused training. Though these are valid and useful, you can't overlook trust as essential for building high-performing support teams. Trust improves communication, fosters collaboration, and creates an envi…

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Elephant in the Room

Let’s address the big elephant in the room for those of us in technical support: AI. Many of us wonder if it will replace our jobs. It’s natural to feel uneasy when we see AI advancing at breakneck speed and read articles about companies like Salesforce[^1] and Microsoft[^2] saving money by deploying AI agents.

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“Your brand is what people say about you when you’re not in the room.”

– Jeff Bezos.

You work hard in technical support—solving complex tickets and helping customers. You hope your accomplishments will speak for themselves. Yet when it’s time for leadership to make decisions—about promotions, high-impact projects, or leadership rol…

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If you’re like many support engineers I’ve spoken with, you’ve probably asked yourself: ‘What do I need to do to get promoted?’

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This is the second of four posts where I’ll dive into key areas for growing your tech support career: Soft Skills, Technical Mastery, Leadership, and Personal Brand. In this article, I’ll focus on Technical Mastery-what it means, why it's critical, and what you can do to improve and stand out.

Why Technical Mastery Matters

For starters, It’s called “Techn…

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I was fortunate to have mentors who guided me throughout my career into technical support leadership. Yet not everyone has access to the same level of guidance. I want to share what I have learned over the years about the traits and skills that consistently show up in high-performing support leaders.

This is the first of four …

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"Seriously? I’ve been waiting this long, and all you send is a giant wall of text that’s impossible to decode. Could you please just give me a clear, straightforward update?"

That was what I received from a customer in response to what I thought was a detailed, professional, and thorough update. It was early in my technical support career, and it hit me …

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Introduction

Technical Support Leadership goes beyond meeting KPIs. It’s about fostering an environment where customer satisfaction is the ultimate goal, and engineers feel supported, motivated, and challenged to grow. Balancing both is key to being a successful leader.

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