How NOT to Become a Support Engineer

As Sales Engineers we are paid primary to bring in revenue. For most SEs this either means selling to new customers or upselling existing customers. This means that you’re highest and best use to your organization is being in front of prospects qualifying, presenting, demoing, etc.

For a variety of reasons we often fall into the snare of becoming a pseudo technical support engineer after the sale. To draw a distinction: The best SEs are always in touch with existing customers and supporting the relationship. Other SEs get trapped in supporting the product instead. Let’s look at a couple tactics for giving you the best shot of minimizing the post-sale support blues. [Read more…]