Hiring a Customer Support Engineer for your SaaS or tech company can be tricky. The role demands a unique blend of technical expertise, communication skills, and empathy — qualities that aren’t always easy to find in one person.
And while resumes and interviews may look great on the surface, there are often hidden red flags that can cost you time, money, and customer satisfaction down the road.
In this guide, we’ll explore the top 10 red flags to watch when hiring customer support engineers, so you can confidently choose the right talent for your team and avoid costly mistakes.
1. Lack of Empathy and Patience
One of the biggest red flags when hiring for customer support roles is a lack of empathy. A great Customer Support Engineer doesn’t just fix issues — they understand the customer’s frustration and respond with patience.
If a candidate seems dismissive, short-tempered, or overly technical in their approach, they might struggle to connect with users who need emotional reassurance as much as technical help.
Pro Tip: During interviews, ask scenario-based questions like:
“Tell me about a time when a customer was upset — how did you handle it?”
Their answer will reveal whether they genuinely care about the customer experience.
2. Weak Communication Skills
Even the most skilled technical engineer will struggle in customer support if they can’t communicate clearly.
Watch out for candidates who:
- Struggle to explain technical issues in simple language.
- Use too much jargon.
- Write confusing or unstructured emails.
Effective customer communication is a core skill. The ability to translate complex solutions into clear, user-friendly explanations is what makes a customer support engineer truly valuable.
💡 Pro Tip: Ask candidates to write a short email response to a mock customer issue. This reveals their tone, clarity, and problem-solving mindset.
3. Overemphasis on Technical Skills Alone
Many companies fall into the trap of hiring engineers who are technically brilliant but lack customer service instincts.
If a candidate focuses only on technical knowledge (e.g., programming languages, APIs, or systems) without showing interest in customer interaction, that’s a major red flag.
The best support engineers balance both worlds — they can troubleshoot a complex issue and make the customer feel heard and supported.
Remember: SaaS customers want solutions, not lectures.
4. Poor Track Record in Team Collaboration
Customer support engineering isn’t a solo job. Your engineers must work with product teams, developers, and customer success managers to solve problems efficiently.
If a candidate talks negatively about past teams, avoids collaboration, or takes full credit for joint efforts — that’s a warning sign.
Team players build trust, share feedback, and help others grow. Lone wolves, on the other hand, often create friction and communication breakdowns.
5. Inconsistent Career History or High Job Hopping
Frequent job changes might not always be a deal-breaker — but they do deserve a closer look.
A Customer Support Engineer who switches roles every few months may struggle with commitment or adaptability.
Ask about their reasons for leaving each position. Look for patterns like burnout, conflicts, or dissatisfaction with customer-facing roles. These could signal potential performance issues in your organization too.
6. Lack of Product Curiosity or Customer Focus
A genuine customer support professional is naturally curious about products and loves solving customer problems.
If a candidate doesn’t ask about your SaaS product, your users, or your company’s support tools during the interview — that’s a red flag.
You want someone who is passionate about understanding how your software works and how it helps customers succeed.
💡 Pro Tip: Look for curiosity-driven questions like “What’s the most common issue customers face?” or “How does your team measure customer satisfaction?”
7. Blaming Customers for Issues
When a support engineer blames customers for technical errors (“They didn’t follow the instructions!”), it’s a sign they may not have the right mindset.
Great customer support engineers take ownership. They know customers might not always understand the product — and that’s okay.
The right hire focuses on solutions, not blame. They’ll say, “Let’s figure this out together,” not “You did it wrong.”
8. Lack of Ownership and Accountability
In customer support, things will go wrong — bugs, downtime, delays. What matters is how your support team handles it.
Beware of candidates who deflect responsibility or downplay their role in past issues. Accountability is a must-have trait in SaaS support.
💡 Interview Question to Ask:
“Tell me about a time you made a mistake while helping a customer. What did you learn from it?”
Strong candidates will own up, reflect, and show how they improved.
9. No Experience with SaaS Tools or Ticketing Systems
If you’re a SaaS business, your customer support engineers should be comfortable using tools like Zendesk, Intercom, HubSpot, or Freshdesk.
A candidate unfamiliar with these platforms may face a longer learning curve — and that can slow down your customer response time.
You don’t necessarily need someone who’s an expert in your exact tool, but they should have experience managing tickets, documenting issues, and tracking metrics like CSAT and First Response Time.
10. Poor Problem-Solving and Critical Thinking Skills
Support engineers face unique, unpredictable issues every day. Someone who relies on scripts or guesses won’t last long in a dynamic SaaS environment.
Red flag signs include:
- Struggling to think logically through hypothetical scenarios.
- Guessing answers instead of analyzing the root cause.
- Avoiding documentation or feedback loops.
💡 Pro Tip: During the technical test, give them a simulated support ticket with incomplete information. Observe how they investigate, ask clarifying questions, and approach troubleshooting.
Bonus Tip: Ignoring Cultural Fit
Even if a candidate ticks all the technical and communication boxes, a poor cultural fit can create long-term friction.
Your Customer Support Engineer represents your brand — every interaction shapes your reputation. Make sure their personality aligns with your company’s tone, values, and mission.
For example, if your SaaS brand is known for friendliness and transparency, avoid hires who seem overly rigid or impersonal.
Final Thoughts
Hiring the right Customer Support Engineer is about finding a balance — someone who can handle complex software issues with confidence and connect with customers with empathy.
By keeping an eye on these 10 red flags, you’ll save your SaaS business from costly hiring mistakes and build a support team that truly drives customer satisfaction, retention, and success.
Remember: great customer support isn’t just about solving problems. It’s about building relationships, reducing churn, and creating advocates for your product.
So take your time, look beyond resumes, and hire someone who treats every customer issue as an opportunity to make your SaaS brand stronger.
