A day in the life of a Union Metrics Support Engineer

At Union Metrics we work hard to build the best products we can in the world of social media analytics, and that takes a lot of different talents. So one employee at a time we’re sharing what a day in the life of our jobs is like. 

Seeing a name like “Support Engineer” gives you an idea of what kind of work goes into that role, but there’s nothing better than an explanation from the person who lives it to understand it. With that, we give you a day in the life of Kate Jones, a Union Metrics Support Engineer.


On main responsibilities

My main responsibility as the Support Engineer is to quickly resolve support tickets. Anything that cannot be accomplished through the user interface- generating an invoice, creating custom reports, debugging a difficult problem- will typically come to me first as a ticket. If I can resolve this matter quickly I do. If the item requires the attention of a developer who specializes in a specific area of our product, I will send the item to him or her to resolve.

Let’s be honest though… that doesn’t sound like much fun even though my job is exactly that: Fun.

chloe and kate planting trees Feb 16
Kate providing a different kind of support engineering on a UM ATX volunteer day with Software Engineer Chloe Coon

On what makes a Support Engineer different

The Support Engineer role is a great opportunity for someone like me, who has some experience on an engineering team, but doesn’t quite have the technical skills to be a Software Engineer. So, I prefer to think of my position as being in a bootcamp of sorts (without the yelling, pushups, or scrubbing toilets with a toothbrush). Each ticket that comes my way is a new puzzle to figure out and, more importantly, learn from.

Between working on support items I’ll have “Kate-sized” projects that suit my current skill level. Sometimes I’ll pitch in on a larger project with the rest of the team. Some days I may hop from project to project, helping wherever I can, or I could be heads down building a new tool. Other days I’ll be busy all day with support issues. No matter what my day is like, I leave the office having learned something that I maybe never thought I’d know how to do.

On why she loves her job

That is exactly why I love my job. I never know what to expect when I come in for the day, but I know I’m going to walk out with some new skill that I didn’t come in with that morning.


Want to know what other roles in the company are like? See more Union Metrics at Work here. And if you like what you see, apply to work with us! We’re hiring