Platform Support Engineer Job Description [Updated for 2025]

In the era of technology, the focus on platform support engineers is at its pinnacle.

As technology continues to evolve, the demand for skilled individuals who can build, enhance, and maintain our digital platforms grows stronger.

But let’s delve deeper: What’s truly expected from a platform support engineer?

Whether you are:

• A job aspirant trying to understand the core of this role,
• A recruiter outlining the perfect candidate,
• Or simply fascinated by the inner workings of platform support engineering,

You’ve come to the right place.

Today, we present a customizable platform support engineer job description template, crafted for effortless posting on job boards or career sites.

Let’s dive right in.

Platform Support Engineer Duties and Responsibilities

Platform Support Engineers are responsible for ensuring that all technical aspects of a company’s products and services run smoothly and efficiently.

They are the main point of contact for clients who are experiencing problems with software or hardware.

Platform Support Engineers have the following duties and responsibilities:

• Provide technical support to clients via phone, email or in-person
• Resolve issues related to the platform, including troubleshooting software and hardware failures
• Analyze platform performance and make recommendations for improvements
• Work closely with software engineers to develop new platform features
• Ensure the platform remains secure and up-to-date with the latest technologies
• Create and maintain documentation for platform support processes and procedures
• Train other support staff and clients on how to use the platform effectively
• Test new software releases and report any bugs or issues to the development team
• Act as a liaison between clients and the product development team, communicating client needs and feedback
• Ensure platform downtime is minimized and that any technical issues are resolved quickly and efficiently

 

Platform Support Engineer Job Description Template

Job Brief

We are seeking a skilled Platform Support Engineer to join our team.

The Platform Support Engineer will be responsible for maintaining and troubleshooting our software platforms, providing technical support to our clients, and assisting with system upgrades.

Our ideal candidate possesses strong analytical and problem-solving skills, is familiar with various programming languages, and has a deep understanding of the software development life cycle.

The goal of a Platform Support Engineer is to ensure that our software platforms are running smoothly and efficiently.

 

Responsibilities

• Provide technical support and troubleshooting services to end-users who need assistance with their computer hardware or software.
• Identify, troubleshoot, and resolve system issues.
• Collaborate with the development team to enhance software platform functionality and reliability.
• Develop and maintain system documentation, including technical specifications, data mapping, program logic, and flowcharts.
• Conduct system tests to ensure optimal performance.
• Monitor system performance and identify patterns in issues.
• Coordinate with team members to improve system efficiency and resolve complex issues.
• Assist in the development of software and architecture updates.
• Ensure adherence to best practices in all processes and procedures.

 

Qualifications

• Proven work experience as a Platform Support Engineer or similar role.
• Familiarity with various operating systems and platforms.
• Knowledge of coding and debugging in Java, Python, C++ or other programming languages.
• Strong problem-solving and communication skills.
• A deep understanding of system development and administration.
• BSc degree in Computer Science, Engineering or relevant field is preferred.
• Certification as IT Technician will be an advantage (e.g. CompTIA A+, Microsoft Certified IT Professional).

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Platform Support Engineer
• Work Environment: Office setting with options for remote work. Some travel may be required for team meetings or client consultations.
• Reporting Structure: Reports to the IT Manager or Support Team Lead.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $85,000 minimum to $130,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Platform Support Engineer Do?

Platform Support Engineers play a crucial role in IT firms, tech companies, and corporations across various industries.

They can also work as independent consultants.

They are responsible for the maintenance and smooth running of software platforms, ensuring that all components are performing as required.

This includes troubleshooting any technical issues, performing routine updates, and upgrading the system as needed.

These professionals work closely with other teams such as developers, testers, and network administrators to provide reliable platform support.

They also collaborate with the customer service team to handle client inquiries and resolve issues that affect the functionality of the software platform.

Their job involves monitoring the platform’s performance and addressing any technical problems promptly.

They analyze platform data to identify potential issues and implement preventive measures to avoid system failures.

Platform Support Engineers also play a role in system enhancement by recommending improvements to the existing platform based on trends, user feedback, and their technical expertise.

They might also participate in the development of new platforms or features, providing valuable input during the design and testing stages.

They are expected to maintain up-to-date knowledge about the latest technologies and trends in the industry to ensure the platform remains relevant and competitive.

This may involve attending training sessions, seminars, or industry-related events.

Furthermore, they help in creating and maintaining system documentation, user manuals, and training materials to ensure users can navigate and utilize the platform effectively.

Their role may also involve conducting training sessions for employees or users to familiarize them with the platform.

Overall, the primary goal of a Platform Support Engineer is to ensure the seamless operation of the platform, leading to user satisfaction and operational efficiency.

 

Platform Support Engineer Qualifications and Skills

Platform Support Engineers need to possess a blend of technical skills, problem-solving abilities, and customer service skills to ensure efficient and effective platform operations.

These include:

• Proficiency in managing and troubleshooting various software platforms to ensure optimal performance and user satisfaction.
• Strong knowledge of computer systems, hardware, and network operations to diagnose and fix platform issues.
• Ability to work effectively as part of a team, coordinating with other engineers and departments to resolve platform-related issues in a timely manner.
• Excellent customer service skills to assist users in understanding and utilizing the platform, troubleshooting any issues they may encounter, and implementing solutions to their concerns.
• Strong communication skills to explain technical issues clearly to non-technical users and to maintain clear documentation of platform issues and their resolutions.
• Critical thinking and problem-solving skills to identify the root causes of platform issues and devise effective solutions.
• Ability to prioritize tasks and manage time effectively to meet deadlines and handle multiple issues concurrently.
• Familiarity with software development life cycle (SDLC) processes to understand and support the integration of new features or updates into the platform.

 

Platform Support Engineer Experience Requirements

Platform Support Engineers usually start their career journey in a helpdesk or customer service role in the IT industry, where they gain foundational knowledge and troubleshooting skills.

This could be through internships, part-time positions, or full-time roles.

Entry-level Platform Support Engineers often have about 1 to 2 years of experience working with various platforms and developing their technical and customer service skills.

Candidates with around 3 to 5 years of relevant experience are considered as mid-level engineers.

They have typically spent time in roles like System Administrator, Network Engineer, or Software Developer, which provide them with a deeper understanding of different platforms and systems.

Senior Platform Support Engineers generally have more than 5 years of experience.

They are often expected to have leadership skills and the ability to handle complex platform issues.

They may have gained this experience in roles such as Senior System Administrator, IT Manager, or even a lead engineer role.

Some companies also prefer candidates who have professional certifications that validate their skill sets, such as Microsoft Certified: Azure Administrator Associate, Google Certified Professional – Cloud Architect, or AWS Certified Solutions Architect.

In addition to technical skills, a Platform Support Engineer should also possess strong problem-solving skills, an eye for detail, and excellent communication skills to interact effectively with clients and team members.

 

Platform Support Engineer Education and Training Requirements

Platform Support Engineers typically require a bachelor’s degree in computer science, information technology, or a related field.

In addition to a degree, they need a solid understanding of networking principles and operating systems such as Windows, Linux, and Unix.

Platform Support Engineers should also be familiar with web servers, databases, and other web-related technologies.

Knowledge in scripting languages such as Python, Ruby, or Perl is often required.

Certifications in areas such as networking (e.g., CCNA, CCNP), databases (e.g., Oracle, SQL Server), and operating systems (e.g., MCSE, RHCE) can also be beneficial.

Some roles, especially those that are specialized or in certain sectors, may require Platform Support Engineers to have a master’s degree in a specific IT discipline.

Continual learning is a must in this field as technology is rapidly changing.

Therefore, many engineers pursue ongoing training or certification in the latest technologies and platforms.

Lastly, apart from technical skills, Platform Support Engineers need excellent problem-solving skills and the ability to work well under pressure, as they are often required to quickly resolve critical platform issues that can have a significant impact on a business’s operations.

 

Platform Support Engineer Salary Expectations

A Platform Support Engineer typically earns an average salary of $81,468 (USD) per year.

The actual income can fluctuate depending on factors such as experience, technical expertise, location, and the company for which they work.

 

Platform Support Engineer Job Description FAQs

What skills does a Platform Support Engineer need?

Platform Support Engineers should have a strong knowledge of different software, hardware, and networks.

They should also have excellent problem-solving skills to troubleshoot issues that arise.

Communication skills are crucial for explaining complex technical information to colleagues and clients who may not have a technical background.

 

Do Platform Support Engineers need a degree?

Most Platform Support Engineer roles require a degree in computer science, information systems, or a related field.

Some positions may accept equivalent work experience in lieu of a degree.

Most employers also value certifications from recognized IT institutions.

 

What should you look for in a Platform Support Engineer resume?

Experience in supporting applications or platforms in a similar industry is crucial.

Be sure to look for specific knowledge of the hardware, software, or networks you use in your business.

Certifications in IT support or related fields are also valuable.

Additionally, check for skills such as problem-solving, communication, and customer service.

 

What qualities make a good Platform Support Engineer?

A good Platform Support Engineer is patient and has excellent customer service skills, as they often deal with users who may be frustrated or lack technical knowledge.

They must be analytical and have a detail-oriented mindset to diagnose and solve problems effectively.

Further, they must stay up-to-date with the latest technology trends and changes.

 

What are the daily duties of a Platform Support Engineer?

On a typical day, a Platform Support Engineer may start by checking support tickets and responding to user inquiries or issues.

They may have to troubleshoot problems, perform system checks, and carry out maintenance tasks.

They may also have to liaise with different departments to coordinate system updates or resolve complex issues.

Additionally, they will often have to document solutions and maintain records of issues and resolutions.

 

Conclusion

So there you have it.

Today, we’ve unraveled the complexities of a Platform Support Engineer’s role.

Intriguing, isn’t it?

It’s not just about resolving issues.

It’s about molding the digital infrastructure, one support ticket at a time.

With our definitive Platform Support Engineer job description template and real-world examples, you’re ready to take the next step.

But why end the journey there?

Delve deeper with our job description generator. It’s your key to creating laser-focused job listings or polishing your resume to perfection.

Remember:

Each resolved issue is a step towards a stronger platform.

Let’s construct a robust digital platform. Together.