As the Tech world changes, we’re seeing new job titles, department names, and individual roles appearing and disappearing. This is a normal part of expansion; any industry in a growth period is going to experiment with the language used to describe what it does and what it’s made of.

However, this is quite confusing for those of us working in the Tech industry who are trying to map out our careers (and it’s especially confusing for those of us trying to get into Tech at all).

I’d like to breakdown a few of the common techie job titles that overlap regularly with support roles. This will hopefully make things easier for us as we navigate the job market!

I’ve seen many wonderful blog posts defining and comparing two or three of these at a time, but never all of them at once. And I think seeing the full picture can give professionals a better sense of the ecosystem at large and how these roles interact with each other.

Graphic Design

The art of how things look. It’s making decisions that result in a (usually) static image.

User Interface Design (UI)

How and why things are placed on the page, around and in that static design. It builds upon the look and feel, into the realm of interactivity.

User Experience Design (UX)

How does a person feel as they are using a product or a feature? Is it effective and enjoyable? You do user research to find out, and then construct wireframes and flows to design solutions to problems. User Research can be it’s own department, at larger companies.

Marketing

How to draw people in with ads, email campaigns, language, visuals, etc. How to communicate who you are as a company, and what you sell, to the world.

Sales

Building relationships with people after the marketing draws them in. Acquiring an interested person as a customer by convincing them you are the best folks to do the job they need doing.

Customer Success

Guiding new customers once they are acquired, so they don’t have problems in the first place. Also guides existing users when new features are released, setting them up for success. It’s mostly, but not all, proactive.

Customer Support

Solving problems after they happen. They are the fronts lines; answering phone calls, emails, live chats, etc. Duties also involve troubleshooting, reporting, and documenting customer issues. It’s mostly, but not all, reactive.

Technical Support

Like the above, but specifically solving technical problems. May solve only internal problems. This position is sometimes associated with certifications like Comptia A+, CCNA, MCSE, etc. IT Techs often have an associate’s or a bachelor’s degree in a computer-related field, and their job is different; they set up and run the systems (rather than necessarily troubleshooting with users).

Support Engineering

Using programming skills to solve problems brought up by customers. These persons may or may not have any direct contact with the customers themselves.

Customer Experience (CX)

An umbrella that includes any and all interactions that people have with your brand. It’s about the customer’s entire journey with the entire company, in any of the ways they come in contact with it. It’s the big picture. What kind of experience do we want our users to have with our brand? How do we want them to talk about us?

 

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