Technical Support Engineers handle customers’ issues when your first-level (non-technical) support cannot find a solution. You should be looking for candidates with a solid technical background, while expertise in your industry would be nice to have.
For this role, you should hire someone with software development skills, who’s also interested in solving tricky computer science-related problems. Keep an eye out for candidates with a natural desire to identify malfunctions and come up with effective solutions promptly. They should be able to take ownership of customer issues and handle them end-to-end. You’ll recognize a fit for this position when you discover a person who’s curious and eager to learn about how things function.
Candidates with a strong programming background have the necessary knowledge to fill your position but are usually more interested in developing rather than supporting. You should, therefore, focus on engineers with previous customer experience, who can combine their communication skills with their technical knowledge. Your ideal candidates should enjoy helping other people solve problems.