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Technical Support Mentor Jobs (NOW HIRING)

AVEVA

Technical Support Engineer

Houston, TX · On-site

$56K - $115K/yr

As a Technical Support Engineer, you will: * Complete a structured onboarding and product ramp-up ... Mentor and develop junior team members through knowledge sharing, case collaboration, and serving ...

Graco, Inc.

Technical Support Specialist

Rogers, MN · On-site

The Technical Support Specialist will provide expert technical support, repair guidance, and ... Train and mentor other technical information specialists as needed * Establish and follow best ...

FreedomPay

Manager, Technical Support

Philadelphia, PA · On-site

Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence. * Manage day-to-day support operations, ensuring ...

Graco

Technical Support Specialist

Rogers, MN · On-site

The Technical Support Specialist will provide expert technical support, repair guidance, and ... Train and mentor other technical information specialists as needed * Establish and follow best ...

Ag

Manager, Technical Support

Bingen, WA · On-site

Encourage, mentor, and manage technical support team members (convey instructions, conduct annual performance reviews, etc.). * Establish cross-training and versatility within the team to maintain ...

Franklin Electric

Technical Support Engineer

Technical Support Engineer Department: Engineering Employment Type: Full Time Location: US - Remote ... mentorship, leadership programs, tuition reimbursement, one-on-one coaching and more! We offer ...

TEKsystems

Technical Support Specialist

Buffalo Grove, IL · On-site

$20 - $25/hr

Supporting team operations through mentoring, escalation handling, and SLA compliance. Work Environment: On-site. 5 days a week. Description Looking for a technical support rep who has 5+ year's of ...

Honeywell

Technical Support Professional

Costa Mesa, CA · On-site

$60K - $76K/yr

As a Technical Support Professional here at Honeywell, you will provide expert software and ... Leadership or mentoring experience, business acumen, and a continuous-improvement mindset ...

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Technical Support Mentor information

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$14

$26

$44

How much do technical support mentor jobs pay per hour?

As of Sep 5, 2026, the average hourly pay for technical support mentor in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

What is a technical support mentor?

Technical Support Mentors are experienced professionals who guide and support technical support staff in resolving customer issues, improving technical skills, and following best practices. They provide coaching, feedback, and training to help team members develop their troubleshooting abilities and customer service skills. Technical Support Mentors often act as a bridge between frontline support agents and management, ensuring quality service and continuous professional development within the team.

What does a technical support mentor do?

Technical Support Mentors often split their time between directly assisting customers with technical issues and providing guidance to less experienced team members. This balance usually involves scheduled mentoring sessions, real-time coaching during support shifts, and reviewing tickets or calls to offer feedback. Mentors may also help develop training materials and facilitate group learning. Effective time management and clear communication are key to ensuring both customer needs and team development goals are met. Collaboration with supervisors and other mentors helps distribute workloads and maintain a supportive environment.

What are the key skills and qualifications needed to thrive as a technical support mentor?

To thrive as a Technical Support Mentor, you need in-depth technical troubleshooting abilities, strong knowledge of support processes, and prior experience in IT or customer service roles. Familiarity with ticketing systems like Zendesk or ServiceNow, remote support tools, and relevant certifications such as CompTIA A+ are highly beneficial. Excellent communication, patience, and leadership skills help you guide team members and foster a collaborative learning environment. These skills are vital for ensuring effective problem resolution, upskilling support staff, and maintaining high customer satisfaction.

What is the difference between Technical Support Mentor vs Technical Support Specialist?

AspectTechnical Support MentorTechnical Support Specialist
CredentialsTypically requires relevant certifications and experience in mentoring or trainingRequires technical certifications and hands-on support experience
Work EnvironmentOften in training settings, team development, or onboarding programsCustomer support centers, help desks, or technical service teams
Employer & Industry UsageUsed in companies focusing on employee development and trainingCommon in IT, telecom, and tech companies providing direct customer support

While both roles involve technical knowledge, a Technical Support Mentor focuses on training and guiding support staff, whereas a Technical Support Specialist handles direct customer issues. The mentor role emphasizes team development, while the specialist role emphasizes problem resolution.

More about Technical Support Mentor jobs

What job categories do people searching Technical Support Mentor jobs look for?

The top searched job categories for Technical Support Mentor jobs are:

Technical Support Mentor jobs near you
Infographic showing various Technical Support Mentor job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

Tier 2 - Technical Support Specialist

Integrity Network Solutions Inc

Lebanon, IN • On-site

$50 - $70/hr

Other

Re-posted 26 days ago

Job description

Role Overview

The Tier 2 Technical Support Specialist provides in‑depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on root‑cause diagnosis and incident reduction. Tier 2 serves as a key bridge between frontline support and expert‑level engineering.

Key Responsibilities

Advanced Incident Resolution

  • Resolve escalated incidents that exceed Tier 1 scope
  • Troubleshoot issues involving:
    • Operating systems, applications, and user environments
    • Network connectivity, VPN, and basic routing/switching
    • Servers, cloud services, and business‑critical systems
  • Apply structured troubleshooting and diagnostic techniques
  • Escalate to Tier 3 when issues require engineering‑level expertise

Escalation & Problem Management

  • Serve as primary escalation point for Tier 1 technicians
  • Identify root causes of recurring incidents
  • Document patterns, resolutions, and preventive steps
  • Participate in post‑incident reviews and corrective actions

Documentation & Knowledge Sharing

  • Create and maintain Tier 2 knowledge base articles
  • Improve existing documentation to reduce repeat tickets
  • Ensure accurate, detailed ticket documentation
  • Share technical findings with Tier 1 and Tier 3 teams

Mentorship & Collaboration

  • Provide technical guidance and coaching to Tier 1 technicians
  • Collaborate with Tier 3 engineers, vendors, and project teams
  • Support transition of projects into steady‑state support
  • Participate in on‑call or after‑hours escalation rotations as required
Key Result Areas (KRAs) & Performance Measures

KRA 1: Escalation Resolution Effectiveness

Measures

  • Resolution time for Tier 2 escalated tickets
  • Percentage of escalations resolved without Tier 3 involvement
  • Quality of root‑cause identification

KRA 2: Incident Reduction & Stability

Measures

  • Reduction in repeat or recurring incidents
  • Effectiveness of preventive fixes
  • Improved system or service reliability

KRA 3: SLA & Process Compliance

Measures

  • SLA adherence on escalated incidents
  • Proper severity classification and escalation handling
  • Compliance with support and security policies

KRA 4: Documentation & Knowledge Contribution

Measures

  • Quality and usefulness of knowledge base articles
  • Accuracy and completeness of ticket documentation
  • Reduced Tier 1 escalations due to improved documentation

KRA 5: Team Support & Mentorship

Measures

  • Tier 1 feedback and support effectiveness
  • Quality of technical guidance provided
  • Contribution to team skill development
Required Skills & Qualifications

Required

  • 3–5 years of IT support experience in a Service Desk or MSP environment
  • Strong troubleshooting skills across workstations, servers, applications, and networks
  • Experience working with ticketing systems and SLAs
  • Ability to communicate technical issues clearly to non‑technical users
  • Strong documentation and analytical problem‑solving skills

Preferred

  • Experience in an MSP or multi‑client environment
  • Familiarity with cloud platforms, security tools, and vendor support processes
  • Relevant technical certifications or equivalent hands‑on experience
Career Progression
  • This role serves as the primary pipeline for Tier 3 – Senior Technical Engineer
  • Advancement is based on technical depth, root‑cause effectiveness, documentation quality, and mentorship impact
Why This Role Matters

Tier 2 technicians significantly influence:

  • SLA performance
  • Customer satisfaction
  • Reduction of reactive support
  • The efficiency of Tier 3 resources
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