Beyond the Ticket

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.