3 hard skills or competencies (industry competencies) for Software Support Engineer I
Skill definition-Identifying and analyzing the causes of issues to reduce recurrence using problem-solving techniques.
Level 1 Behaviors
(General Familiarity)
Names data collection sources used in root cause analysis practices.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Selects and utilizes root cause analysis techniques in investigating fundamental problems.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Participates in brainstorming activities to gain insights into factors and root causes of engineering problems.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains teams in isolating process reliability interconnect weakness and proposing design improvements in the process.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Oversees performance of production operation to determine root cause and improve current processing technology.
See 4 More Skill Behaviors
Skill definition-Conducting installation and support functions to keep software products up to date and ensure the maintenance of custom software solutions.
Level 1 Behaviors
(General Familiarity)
Names the commonly used tools in installing and deploying software in any operating system.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Supports customers by addressing various installation, configuration, and support requests.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works with the team on installing and integrating software products into the company's operating systems.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains cross-functional teams on the delivery of system installation and support services to clients.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Sets procedures for implementing software support solutions to ensure smooth performance of applications.
See 4 More Skill Behaviors
4 general skills or competencies (Job family competencies) for Software Support Engineer I
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Discusses the proper workflow in managing the customer escalation process.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines escalation management guidelines to determine the level of customer service needed.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
See 4 More Skill Behaviors
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Describes the process flow in delivering customer care support.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents customer interactions to track the promptness and effectiveness of provided resolutions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Handles complex issues and inquiries of customers to avoid escalations and increase service.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates alternative service delivery mechanisms to satisfy customer requests and needs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs operational workflows to ensure quality technical support and positive customer feedback.
See 4 More Skill Behaviors
6 soft skills or competencies (core competencies) for Software Support Engineer I
Skill definition-Questioning, analyzing and evaluating various alternatives and situations to draw a rational conclusion independently.
Level 1 Behaviors
(General Familiarity)
Discusses the potential impact of failing to analyze situations critically.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Analyzes the strengths and weaknesses of various points of view and arguments.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Synthesizes relevant data to formulate conclusions and arguments.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Conducts training courses to improve critical thinking skills.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates effective methods of critical thinking throughout our business.
See 4 More Skill Behaviors
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Explains why attention to detail plays an important role in own function or unit.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
See 4 More Skill Behaviors
Summary of Software Support Engineer I skills and competencies
There are 3 hard skills for Software Support Engineer I, Root Cause Analysis, Software Product Installation and Support, Software Field Support.
4 general skills for Software Support Engineer I, Customer Escalation Management, Customer Support, Linux, etc.
6 soft skills for Software Support Engineer I, Critical Thinking, Attention to Detail, Time Management, etc.
While the list totals 13 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Software Support Engineer I, he or she needs to be proficient in Critical Thinking, be proficient in Attention to Detail, and be proficient in Time Management.