Skills & Competencies for Software Support Engineer II

Software Support Engineer II job profile

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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
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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)
Defines appropriate tools in performing root cause analysis.
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Level 2 Behaviors
(Light Experience)
Assists in document analysis to determine causal factors and the root causes of recurring problems.
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Level 3 Behaviors
(Moderate Experience)
Consults on the utilization of root cause analysis approaches and techniques.
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Level 4 Behaviors
(Extensive Experience)
Conducts root cause failure analysis investigations in production and maintenance processes.
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Level 5 Behaviors
(Mastery)
Creates standard documentation process to maintain relevant root cause analysis data and report.
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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)
Cites best practices in gathering and processing installation and support requests from clients.
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Level 2 Behaviors
(Light Experience)
Assists in conducting computer diagnostics to investigate and resolve technical issues for clients.
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Level 3 Behaviors
(Moderate Experience)
Analyzes technical specifications to determine and plan the installation of software systems.
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Level 4 Behaviors
(Extensive Experience)
Evaluates project plans regarding software product installations and upgrades for release and implementation.
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Level 5 Behaviors
(Mastery)
Conceptualizes strategic plans to optimize the speed and efficiency of software installation and support services.
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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.
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Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
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Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
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Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
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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.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions to track the promptness and effectiveness of provided resolutions.
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Level 3 Behaviors
(Moderate Experience)
Handles complex issues and inquiries of customers to avoid escalations and increase service.
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Level 4 Behaviors
(Extensive Experience)
Evaluates alternative service delivery mechanisms to satisfy customer requests and needs.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to ensure quality technical support and positive customer feedback.
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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)
Discusses the potential impact of failing to analyze situations critically.
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Level 2 Behaviors
(Light Experience)
Analyzes the strengths and weaknesses of various points of view and arguments.
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Level 3 Behaviors
(Moderate Experience)
Synthesizes relevant data to formulate conclusions and arguments.
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Level 4 Behaviors
(Extensive Experience)
Conducts training courses to improve critical thinking skills.
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Level 5 Behaviors
(Mastery)
Creates effective methods of critical thinking throughout our business.
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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)
Explains why attention to detail plays an important role in own function or unit.
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Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
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Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
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Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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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.

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