Beyond the Ticket: The Complete Software Support Engineer

Description

Welcome to the Leanpub Launch video for Beyond the Ticket: The Complete Software Support Engineer: The Definitive Guide from Fundamentals to Mastery and Career Excellence https://leanpub.com/beyondtheticketthecompletesoftwaresupportengineer by Michael Temitope Bali! 0:00 Michael Bali introduces himself and gives an overview of Beyond the Ticket 0:45 Why support engineering is misunderstood as just ticket-responding or a temporary stepping stone 1:34 How customer support is where theory hits practice, referencing Amazon's company-wide support commitment 2:22 The gap in professional literature for support engineers and what inspired the book 3:07 How support engineers diagnose problems, protect customer relationships, and influence product decisions invisibly 3:54 The support engineer as a translator between technical product knowledge and customer needs 4:42 Communicating in both technical and accessible terms to help customers get value from a product 5:30 Emerging trends: AI's impact on software support engineering roles 6:18 What AI can and cannot do in support, and why human judgment remains essential 7:04 The evolution of the support engineer into an AI-literate professional About the Book Beyond the Ticket: The Complete Software Support Engineer is the definitive guide to a profession that is far more technically demanding and strategically valuable than most organisations acknowledge. Written by Michael Temitope Bali, this book covers the full arc of software support engineering, from defining the role and mastering essential skills, to troubleshooting frameworks, queue management, incident response, AI-powered tooling, metrics, and long-term career growth. Whether you are new to the field or looking to advance from mid-level to principal engineer, this book gives you the frameworks, vocabulary, and professional respect to approach the work with intention. It is not a stepping stone; it is a destination. About the Author Michael T. Bali is a Senior Software Support Engineering Lead, Information Systems Specialist, and certified AI Solutions Architect with over seven years of experience across diverse domains in the technology industry. His career has taken him across continents and into some of the most demanding technical environments in the field. Endorsed by the United Kingdom as a Global Talent and a professional member of the British Computer Society, Michael has built deep expertise in support engineering, software development, cloud computing, product management, and artificial intelligence. He is passionate about solving complex problems through innovative, practical technology solutions. Michael has also spoken at a number of conferences, where he shares insights on technology, innovation, and real-world problem-solving. Follow the author here! https://x.com/bali_michael Thank you for watching, please like and leave a comment, we'd love to hear from you! Please Subscribe and Follow! YouTube: https://www.youtube.com/leanpub X: https://x.com/leanpub Instagram: https://www.instagram.com/leanpub Facebook: https://www.facebook.com/leanpub Create Your Own Leanpub Book! You can create your own book anytime here: https://leanpub.com/create/book Here's the tutorial showing how to write and publish a Leanpub book in your browser (it's free!): http://help.leanpub.com/en/articles/2932527-getting-started-writing-a-book-in-the-web-browser-writing-mode If you're a Leanpub author and you'd like to submit your own Launch video for us to publish, or if you'd like to record a Launch video with Len, please go here: https://leanpub.com/launch. #books #leanpublishing #selfpublishing #leanpub #writing #SupportEngineering #TechSupport #AIinSupport #CareerInTech #SoftwareSupport