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Hi everyone, I have been working in Customer Support for the last year, in IT Support and SaaS Support, and I’m burnt out. The constant stress of keeping up with customer requests and a large workload of tickets has worn me down. I feel like I am a ticket monkey and not advancing in my career at all. Has anyone started their career in “Support” and advanced into a higher position? I was hoping to hear someone’s career journey for some hope — bc right now I feel stuck unfortunately. #customerservice TC: 80k
Get out of there. It’s the worst. Apply to an associate customer success role at a company with a similar product.
You’re not wrong. Constant stress and pressure from customers and internal management. Would associate customer success lean more like a Customer Success Manager?
Yes. That’s usually what they call entry level
IT support can naturally lead you into security. Something like SOC analyst role. You could learn something about forensic and tools they use, look at the requirements and prepare in parallel with your current job. Shouldn’t take much time. At the beginning it will be mostly looking for the alerts and analyzing logs trying to figure out the root cause. You might even have a run book or something. But with time you could pick up more skills and knowledge on the job and grow professionally. The compensation will be probably close to what you have now, but it’s just a first step and there are many opportunities and directions for growth.
I’ve actually looked into this career path years ago and interested in it. What would be the first step to grabbing one of these types of roles or “get foot in the door”. Certifications and self study? Thanks for your suggestion!
I’d look at some job descriptions of such roles to see what do companies look for. Then note down some common tools and skills and started learning. For learning it could be anything but I recommend starting with free or almost free stuff first. It could be a course on udemy or something like that. It could be a professional video blog on YouTube. There are some blue team labs available though I don’t know the name of that platform. I guess you could look this information up. Also I’d highly recommend networking (LinkedIn and twitter have great cybersecurity community). Connect with people, follow some notable persons. Stuff like this. As for the certs - I don’t think they provide any value at all. Especially at the beginning. I’d say that having certs but no experience look weird and hiring managers often dismiss such candidates. Focus on hands on experience. After you get some knowledge, try labs and playing with vulnerable systems (there are ready virtual hosts available on vulnhub you could download and setup in your lab). Depending on what you need to learn there is a lot available.
Try becoming a Customer experience manager
I’ll look at the job description! Might look into getting into management down the road as I gain more exp. Thanks for your suggestion
My partner went from the type of support you are providing to DevOps.
This is the path I’m very interested in. Did they do it by getting certs? Self study? What was the path to career change like
I think certs could help. My partner went from database custoner support (call center) to database performance to DevOps. He does some scripting but has never been a strong coder.
I am in a similar role and agree its a thankless job. I feel as though I am getting stomped over every other day and taking the blame for other's mistakes. If you feel you have the skill sets, try become a developer. If you currently do not have the skills, take breaks frequently to avoid burnouts and continue the prep.
Are you interested in coding? If ur interested, there are many resources to learn more, such as coding bootcamps. After that you can try applying to companies big or small company.
Interested in learning more and know basic Python… but never considered going full SDE/SWE. Unfortunately I don’t have the funds at the moment to go to a bootcamp, but I’ve been looking at cloud certificates to boost my resume