From Support to Software: Paving the Path to a Career in Software Engineering

Photo by Janita Sumeiko on Unsplash

A loooong time ago I worked in support as a youngling. Yes, I got fired but I still learned from the experience.

I wanted to share with you dear reader why you might benefit from spending a stint as IT support at the beginning of your career. Then I’ll add why I think all software engineers should work in IT Support for a while.

Hey. I wasn’t young that long ago. Be fair.

The Power of Support

The truth is that in the first couple of years out of college (or code skill or whatever) you don’t know anything.

Some of you lot know how to use a Dvorak keyboard, right?

Working in support is relevant experience for developers as you are getting involved in tickets and understanding customer needs.

You will start to get good at your job (supposing that you are a motivated employee) and add value. Even better you’ll start to develop relationships as you continue to wedge your foot in the door.

If I think back to my experience in IT support it wasn’t the best role for me. I worked in an IT hardware support role (so used a screwdriver and swapped out laptop batteries). I got lots out of this, working with customers and other people working in a real business. 

Identifying Transferable Skills

You might have heard of this before, but communication is important. People don’t want to work with a web developer resource they actually want to work with Chetan who will work with you to solve problems and provide solutions. These are the skills that will mean you can stay working in software development rather than exiting the gig before you’ve become the best version of yourself.

I’m working to become completely self-sufficient. Blog posts and side-hustle all with no colleagues. Living the dream.

Customer proximity

When you are a software engineer it’s easy to forget that there is an end customer. Someone is at the end of that very long cable and using your software artifacts to (I guess) live their best lives.

When you have the opportunity to work in support you are able to work with end customers. These customers might actually speak to you and give you insights into how the product is actually used. This even applies if you are a back-end developer.

My customer is a backend system. I make machines SING so what is a customer to do with anything?

Set your career goals

I have no doubt that you have a plan to get where you are going.

To be the best software developer evs.

You might just find that the skills and traits you require to be a great software developer have significant cross-over with those of IT Support. 

The best time to improve your skills is right now!

Expanding Your Skill Set for the greater good

Imagine an IT support resource who knows much about development. They would be fantastic. Imagine you being a fantastic resource. Your increased skill set would be beneficial to the whole team which would be wonderful.

The next time I’m referred to as a resource I think I’m going to physically assault someone.

Seek additional opportunities

I know what you’re thinking (probably). IT support roles are ez.

What do you mean that is nothing like what you’re thinking? You lot aren’t even good software engineers, probably.

If you have spare time you have a great opportunity to sharpen your skills. Be able to commit to a(nother) degree. Work out how to become a great software developer.

Applying for Software Engineering Positions

Software engineering positions oftentimes ask candidates to come up with STAR behavioral examples of times they have been great. If you believe this is going to happen (and it does) you need to be prepared. How are you going to be prepared if you don’t have those examples of your greatness?

If you’re working in IT support you have the opportunity to work with other people and show what you can do. Think STAR by getting experience in an IT Support role and you’re halfway there.

I‘m the STAR. The coding rockstar. What else do I need?

Conclusion

This article is about why working in IT support can be good for your development career. I do accept that there is a counter-argument that IT support once on your resume is something that is hard to get out of. You know what this means, YMMV and you’ll need to take decisions on your own behalf.

Let us leave the last comment on the topic to The Secret Developer.

IT support? I’d only work there if I’d failed the interview. If you fail the interview git gud. End of.

If that doesn’t get the comments section going, nothing will.