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 II 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)
Responds to quality issues across our business using root cause problem analysis.
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)
Optimizes root cause failure analysis process for all product machines for maintenance cost reduction.
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 the emerging technologies, policies, and solutions associated with software product installations.
Level 2 Behaviors
(Light Experience)
Assists in testing all installed systems to ensure proper performance and compliance with client requirements.
Level 3 Behaviors
(Moderate Experience)
Conducts software installation and support functions following technical and client requirements.
Level 4 Behaviors
(Extensive Experience)
Implements strategic plans for installing and maintaining software systems to meet IT goals and needs.
Level 5 Behaviors
(Mastery)
Develops comprehensive installation and support guides to ensure seamless integration of software products.
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.
Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
Level 3 Behaviors
(Moderate Experience)
Defines escalation management guidelines to determine the level of customer service needed.
Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
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)
Cites examples of best practices used in responding to customer requests, queries, and issues.
Level 2 Behaviors
(Light Experience)
Collects data on reoccurring product or service issues to provide the appropriate level of support.
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to identify their issues and needs and provide service recommendations.
Level 4 Behaviors
(Extensive Experience)
Creates customer-centered solutions to issues and concerns to drive end-to-end customer experience.
Level 5 Behaviors
(Mastery)
Adapts to new trends in customer service to streamline the customer support process across various channels.
Skill definition-Questioning, analyzing and evaluating various alternatives and situations to draw a rational conclusion independently.
Level 1 Behaviors
(General Familiarity)
Defines critical thinking in terms of its importance to the business.
Level 2 Behaviors
(Light Experience)
Analyzes relevant data, information, and evidence to create meaningful recommendations.
Level 3 Behaviors
(Moderate Experience)
Raises thoughtful questions that help formulate appropriate conclusions.
Level 4 Behaviors
(Extensive Experience)
Coaches others to improve decision-making skills in business scenarios.
Level 5 Behaviors
(Mastery)
Champions adoption of advanced problem-solving tools and methods.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Cites steps and tips to improve attention to detail in the workplace.
Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
Level 3 Behaviors
(Moderate Experience)
Balances between accuracy and efficiency for different tasks or programs.
Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
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.
