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Technical Support Mentor Jobs (NOW HIRING)

Nokia

Technical Support Engineer

Coppell, TX · On-site

$105K - $173K/yr

Leadership and Mentorship: Acts as a professional advisor, mentor, and trainer, providing guidance to teams and less experienced personnel. * Technical Project Management: Leads technical projects ...

Nokia

Technical Support Engineer

Coppell, TX

Leadership and Mentorship: Acts as a professional advisor, mentor, and trainer, providing guidance to teams and less experienced personnel. * Technical Project Management: Leads technical projects ...

EnrollHere

Technical Support Specialist

Pinehurst, NC · On-site

The Technical Support Specialist is a senior member of the EnrollHere Support team, responsible for owning frontline support quality, mentoring teammates, and serving as the primary escalation point ...

Nova Ltd.

Technical Support Engineer

Fremont, CA · On-site

$100K - $148K/yr

The technical support engineer will apply scientific methodologies and robust statistical ... including the successful mentoring and on-the-job training of new personnel. Requirements

Nova Ltd.

Technical Support Engineer

Fremont, CA · On-site

$100K - $148K/yr

The technical support engineer will apply scientific methodologies and robust statistical ... mentoring and on-the-job training of new personnel. Requirements: * Bachelor's degree in ...

EnrollHere

Technical Support Specialist

Pinehurst, NC · On-site

The Technical Support Specialist is a senior member of the EnrollHere Support team, responsible for owning frontline support quality, mentoring teammates, and serving as the primary escalation point ...

EnrollHere

Technical Support Specialist

Pinehurst, NC · Remote

The Technical Support Specialist is a senior member of the EnrollHere Support team, responsible for owning frontline support quality, mentoring teammates, and serving as the primary escalation point ...

Outreach

Manager, Technical Support

Seattle, WA · On-site +1

$90K - $160K/yr

Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class ... Lead the TSE team in mentoring and coaching the rest of the Support team * Partner with engineering ...

Outreach

Manager, Technical Support

Seattle, WA

$90K - $160K/yr

Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class ... Lead the TSE team in mentoring and coaching the rest of the Support team * Partner with engineering ...

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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 Aug 14, 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 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 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 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, 21% Part Time, and 5% 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.

Technical Support Representative

SolarWinds

Charlotte, NC • On-site

Full-time

Posted 15 days ago

SolarWinds rating

7.8

Company rating: 7.8 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

136th of 244 rated software companies

Job description

At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve-including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We're looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you're looking to build your career with an exceptional team, you've come to the right place. Join SolarWinds and grow with us!
About the role
SolarWinds is hiring a Tier 2 Technical Support Representative to provide advanced technical support for customers using our monitoring and infrastructure software. In this role, you will handle escalated cases, troubleshoot complex technical issues, work closely with Tier 3 and engineering teams, and help customers achieve long-term success with SolarWinds products.
This is an ideal opportunity for a support professional who enjoys deep technical problem-solving, customer interaction, and cross-functional collaboration in a fast-paced environment.
What you'll do
  • Handle escalated customer support cases that require troubleshooting beyond Tier 1 support.
  • Analyze complex product and environment issues across SolarWinds network, system, security, and database monitoring solutions.
  • Partner with Tier 3 support and engineering teams to investigate bugs, document findings, propose workarounds, and improve product quality.
  • Guide customers through configuration optimization, advanced integrations, and root cause analysis for recurring or critical issues.
  • Create and maintain technical documentation, knowledge base articles, and internal troubleshooting guides.
  • Educate customers on product capabilities, best practices, and architectural recommendations.
  • Collaborate with Product Management, QA, Customer Success, and other internal teams to share insights that improve usability and reduce ticket volume.
  • Mentor Tier 1 representatives on troubleshooting techniques, product knowledge, and escalation criteria.
  • Maintain a strong focus on customer satisfaction while balancing responsiveness and resolution efficiency.

What we're looking for
  • Bachelor's degree, diploma, or equivalent experience in Computer Science, Engineering, IT, or a related field.
  • 4+ years of technical support experience, including at least 2 years in a Tier 2 or advanced troubleshooting role.
  • Strong ability to troubleshoot and resolve complex issues in Windows and Linux/Unix environments.
  • Experience with SQL and database performance troubleshooting.
  • Solid understanding of networking protocols and concepts, including SNMP, ARP, DHCP, DNS, and packet analysis.
  • Experience with infrastructure technologies such as VMware, ServiceNow, IPAM, HPSM, F5, and Cisco hardware.
  • Experience supporting server applications such as IIS and MSSQL, including log interpretation.
  • Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
  • Strong documentation skills and the ability to turn technical solutions into reusable knowledge assets.

Preferred qualifications
  • Hands-on experience with SolarWinds NPM, SAM, or similar enterprise monitoring platforms such as Nagios or PRTG.
  • Exposure to AWS, Azure, or Google Cloud, especially in hybrid monitoring environments.
  • Certifications such as CCNA, MCSE, VCP, AWS, or Azure.
  • Experience working in agile, cross-functional environments and contributing product feedback for continuous improvement.

Why join SolarWinds
At SolarWinds, Tier 2 support professionals play a key role in solving high-complexity customer issues, serving as subject matter experts, mentoring frontline teams, and helping drive better product and customer outcomes.
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice

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