Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers.
Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Software Support Engineer I skill and competencie below to view definitions.
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.
Level 2 Behaviors
(Light Experience)
Selects and utilizes root cause analysis techniques in investigating fundamental problems.
Level 3 Behaviors
(Moderate Experience)
Participates in brainstorming activities to gain insights into factors and root causes of engineering problems.
Level 4 Behaviors
(Extensive Experience)
Trains teams in isolating process reliability interconnect weakness and proposing design improvements in the process.
Level 5 Behaviors
(Mastery)
Oversees performance of production operation to determine root cause and improve current processing technology.
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)
Explains the basic procedures in installing and maintaining a software product on a user's computer.
Level 2 Behaviors
(Light Experience)
Gathers feedback from clients on software support services to help identify areas of improvement.
Level 3 Behaviors
(Moderate Experience)
Provides technical support to clients by identifying, analyzing, and resolving their software issues and concerns.
Level 4 Behaviors
(Extensive Experience)
Oversees the execution of all software support functions to ensure timely resolution of all end-users needs.
Level 5 Behaviors
(Mastery)
Leads the design and installation of software solutions to facilitate information systems across the organization.
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)
Knows how to use the escalation matrix to identify escalation level for resolution.
Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
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)
Explains the key metrics used in customer support delivery.
Level 2 Behaviors
(Light Experience)
Informs teams on new information related to products and services.
Level 3 Behaviors
(Moderate Experience)
Manages customer accounts to ensure timely support and resolution of customer issues and conflicts.
Level 4 Behaviors
(Extensive Experience)
Sets key performance indicators to monitor and optimize the delivery of customer support.
Level 5 Behaviors
(Mastery)
Improves policies in customer support to meet customer needs and minimize attrition.
Skill definition-Questioning, analyzing and evaluating various alternatives and situations to draw a rational conclusion independently.
Level 1 Behaviors
(General Familiarity)
Identifies the skills and traits needed for critical thinking.
Level 2 Behaviors
(Light Experience)
Explains clearly to others the logical connection between ideas.
Level 3 Behaviors
(Moderate Experience)
Uses analytical or creative methods to break down complex situations into component problems.
Level 4 Behaviors
(Extensive Experience)
Leverages critical thinking to build, analyze and evaluate different points of view.
Level 5 Behaviors
(Mastery)
Leads discussions of alternative options with different parties to make effective decisions.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
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.
