Skills & Competencies for Software Support Engineer II

Software Support Engineer II job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Software Support Engineer II

Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers.

JOB RESPONSIBILITIES for Software Support Engineer II

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.

Software Support Engineer II SALARY RANGE

BASE 50%
$97,533
TOTAL 50%
$100,165
Job Level
P02
Job Code
IT10000268
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Software Support Engineer II Skills and Competencies List

Proficiency Levels and Behavioural Indicators
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 II skill and competencie below to view definitions.
INDUSTRY COMPETENCIES JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

3 hard skills or competencies (industry competencies) for Software Support Engineer II

1 Industry Competency – Root Cause Analysis
Proficiency Level -2
Skill definition-Identifying and analyzing the causes of issues to reduce recurrence using problem-solving techniques.
Level 1 Behaviors
(General Familiarity)
Describes the methodologies of root cause analysis and its applications.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Conducts visual inspection of related equipment, tools, and machinery to determine root causes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements resolutions and plans based on root cause analysis reports and related research.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Improves and updates the fundamental nature of systems and procedures based on the root cause analysis results.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops data-gathering strategies to enable early detection of defects and root causes.
See 4 More Skill Behaviors
2 Industry Competency – Software Product Installation and Support
Proficiency Level -2
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)
Describes the functions of servers and protocols involved in software installation and automation.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in testing all installed systems to ensure proper performance and compliance with client requirements.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Conducts software installation and support functions following technical and client requirements.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Implements strategic plans for installing and maintaining software systems to meet IT goals and needs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes and executes technical support models that address and meet the organization’s specialized needs.
See 4 More Skill Behaviors
3 Software Support Engineer II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer II
Proficiency Level - 4
5 Competency for - Software Support Engineer II
Proficiency Level - 5

4 general skills or competencies (Job family competencies) for Software Support Engineer II

1 Job Family Competencies – Customer Escalation Management
Proficiency Level -2
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)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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
2 Job Family Competencies – Customer Support
Proficiency Level -2
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
3 Software Support Engineer II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer II
Proficiency Level - 4
5 Competency for - Software Support Engineer II
Proficiency Level - 5

7 soft skills or competencies (core competencies) for Software Support Engineer II

1 Core Competencies – Critical Thinking
Proficiency Level -2
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Explains clearly to others the logical connection between ideas.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses analytical or creative methods to break down complex situations into component problems.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leverages critical thinking to build, analyze and evaluate different points of view.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads discussions of alternative options with different parties to make effective decisions.
See 4 More Skill Behaviors
2 Core Competencies – Attention to Detail
Proficiency Level -2
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
See 4 More Skill Behaviors
3 Software Support Engineer II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer II
Proficiency Level - 4
5 Competency for - Software Support Engineer II
Proficiency Level - 5

Summary of Software Support Engineer II skills and competencies

There are 3 hard skills for Software Support Engineer II, Root Cause Analysis, Software Product Installation and Support, Software Field Support.
4 general skills for Software Support Engineer II, Customer Escalation Management, Customer Support, Linux, etc.
7 soft skills for Software Support Engineer II, Critical Thinking, Attention to Detail, Time Management, etc.
While the list totals 14 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 II, he or she needs to be proficient in Critical Thinking, be proficient in Attention to Detail, and be proficient in Time Management.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.