Pros: worked from home, had regular hours, minimal drop-of-the-hat travel
Cons: too little hands-on work/training for new release options/upgrades
In my last position, my typical work day included working directly with customers, Field Engineers, Product Development and Manufacturing Engineering to address system issues at customer sites. This was done remotely via phone, email, and remote diagnostic programs.
Working with others to improve their system use experience, system performance and reliability, and keeping the systems going was a fulfilling experience, daily. I enjoyed building relationships with customers and co-workers which better enabled me to resolve system issues expeditiously and improve customer satisfaction with system performance.
The hardest part of this job was that doing everything remotely meant some resolutions I knew could easily be addressed with hands on the system (as I learned when I was a Field Service Engineer - FSE), could not always be efficiently deployed remotely or even with the customers' assistance. Often, waiting for an FSE and/or parts to arrive on-site was most frustrating.
Additionally, as Technical Support, we worked remotely. When product improvements/options were released to the field, we did not always get adequate training before the releases. Therefore, we would be learning how to troubleshoot and resolve issues with the new releases as the FSEs were trying to perform the installations/upgrades, and we often felt under-prepared for these situations. However, it encouraged us to keep detailed notes, write supporting documentation, and share the information with FSEs during regular regional Technical Forum t-cons/webinars in order to better disemminate the information to alleviate the headaches as the installations/upgrades continued across the system install base.