Skills & Competencies for Software Support Engineer III

Software Support Engineer III job profile

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JOB SUMMARY for Software Support Engineer III

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

JOB RESPONSIBILITIES for Software Support Engineer III

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 III SALARY RANGE

BASE 50%
$109,017
TOTAL 50%
$112,683
Job Level
P03
Job Code
IT10000269
Education/Degree
Bachelor's Degree
Reports To
Manager

Software Support Engineer III 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 III 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 III

1 Industry Competency – Root Cause Analysis
Proficiency Level -3
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 -3
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.
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Level 2 Behaviors
(Light Experience)
Gathers feedback from clients on software support services to help identify areas of improvement.
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Level 3 Behaviors
(Moderate Experience)
Provides technical support to clients by identifying, analyzing, and resolving their software issues and concerns.
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Level 4 Behaviors
(Extensive Experience)
Oversees the execution of all software support functions to ensure timely resolution of all end-users needs.
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Level 5 Behaviors
(Mastery)
Leads the design and installation of software solutions to facilitate information systems across the organization.
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3 Software Support Engineer III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer III
Proficiency Level - 4
5 Competency for - Software Support Engineer III
Proficiency Level - 5

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

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)
Knows how to use the escalation matrix to identify escalation level for resolution.
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Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
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Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
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Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
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Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
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2 Job Family Competencies – Customer Support
Proficiency Level -3
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.
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Level 2 Behaviors
(Light Experience)
Informs teams on new information related to products and services.
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Level 3 Behaviors
(Moderate Experience)
Manages customer accounts to ensure timely support and resolution of customer issues and conflicts.
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Level 4 Behaviors
(Extensive Experience)
Sets key performance indicators to monitor and optimize the delivery of customer support.
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Level 5 Behaviors
(Mastery)
Improves policies in customer support to meet customer needs and minimize attrition.
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3 Software Support Engineer III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer III
Proficiency Level - 4
5 Competency for - Software Support Engineer III
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Software Support Engineer III

1 Core Competencies – Critical Thinking
Proficiency Level -3
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.
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Level 2 Behaviors
(Light Experience)
Explains clearly to others the logical connection between ideas.
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Level 3 Behaviors
(Moderate Experience)
Uses analytical or creative methods to break down complex situations into component problems.
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Level 4 Behaviors
(Extensive Experience)
Leverages critical thinking to build, analyze and evaluate different points of view.
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Level 5 Behaviors
(Mastery)
Leads discussions of alternative options with different parties to make effective decisions.
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2 Core Competencies – Attention to Detail
Proficiency Level -3
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
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Level 2 Behaviors
(Light Experience)
Records all appointments on the calendar to easily track daily activities.
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Level 3 Behaviors
(Moderate Experience)
Sets up processes to ensure delivery of high-quality work.
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Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
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Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
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3 Software Support Engineer III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Engineer III
Proficiency Level - 4
5 Competency for - Software Support Engineer III
Proficiency Level - 5

Summary of Software Support Engineer III skills and competencies

There are 3 hard skills for Software Support Engineer III, Root Cause Analysis, Software Product Installation and Support, Software Field Support.
4 general skills for Software Support Engineer III, Customer Escalation Management, Customer Support, Linux, etc.
8 soft skills for Software Support Engineer III, Critical Thinking, Attention to Detail, Time Management, etc.
While the list totals 15 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 III, he or she needs to be skilled in Critical Thinking, be skilled in Attention to Detail, and be proficient in Time Management.

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