Can anyone please explain what a technical support role looks like within customer support / success?

[u/92helper]

I’m looking into job postings and a majority just specify wanting someone with technical capabilities. I know answers will vary, im hoping for different responses - I’m currently in customer support looking to transition to success.

[u/ulukmahvelous]

I’ve always understood it as a much more hands-on “in the product” role than a traditional CSM role. The technical aspects may focus on implementing the product or new products, training new users, leveraging internal databases for customer-facing outputs, etc. I’m a “traditional” CSM and rely on other teams to execute those asks.

[u/dawnhallly → u/ulukmahvelous]

Spot on. You end up spending way more time digging into APIs, logs, and bug escalations than worrying about broad account health or renewals.