Alumni Spotlight

Technical Support Pathway with Ray Chong

Management information systems (MIS) is a broad field that students may enter during their undergraduate years. MIS introduces students to both business and technology, and it is up to the students to pursue one of the many paths within the field. One of the most common paths is data analytics, but other options are less common. For example, one may become a systems engineer or a consultant. Nevertheless, it is wise to choose the career path that speaks to you and aligns with your passions.

To learn more about career opportunities in the MIS field, I reached out to Ray Chong, a former MISA Board Member who graduated as a Gary J. Sbona Honors student from SJSU in 2016. During our discussion, I learned more about the value of an MIS degree and technical support engineering.

Ray spent his undergraduate years as a MISA Vice President, teaching assistant, and honors student. He started his career during college as an Implementation Engineer at Sciforma Corporation. Ray is currently a Technical Support Engineer at Vocera Communications, a telecommunications company specializing in communication systems for mobile teams in high-stakes environments. Ray knows how difficult it is to choose a career path as an MIS major, and he provided the following information to help you determine if technical support engineering is the right path for you.

What is a Technical Support Engineer?

According to Glassdoor, a technical support engineer oversees a company’s software and hardware systems. They spend most of their time resolving technical issues that customers face, and they must have a good understanding of the software infrastructure.

“Oversees a company’s software and hardware systems.”

At Vocera Communications, Ray uses Salesforce to manage cases in the queue and contact customers to provide technical support. Many of his clients are hospital networks, so he takes his job very seriously since his actions could mean “the difference between life and death.”

“The difference between life and death.”

No matter which industry you work in, technical support engineer roles are client-facing. This type of role will often put you into difficult situations, and you must remember to always “keep your composure” to succeed in your position. Technical support engineers possess a combination of technical and people skills, and maintaining a balance between the two is critical.

“Keep your composure.”

As students prepare to graduate, consider pursuing a technical support engineer role as it is “perfect for MIS students.” The position requires both technical and business skills, and MIS programs provide just that. However, technical skill requirements will vary by industry and company. The soft skills you develop during your career are transferable, and companies often provide training for your desired role. If you are looking for a career change, research your desired role’s job qualifications to determine which skills you need to learn before applying. Once you have identified these, you may use a free online learning platform, such as Coursera or Udemy, to upskill yourself during your free time.

“Perfect for MIS students.”

Sources:

“What Is a Technical Support Engineer?” Glassdoor, Glassdoor, Inc, www.glassdoor.com/Job-Descriptions/Technical-Support-Engineer.htm.