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)
Describes the concepts and benefits of root cause analysis in process improvement.
Level 2 Behaviors
(Light Experience)
Collects data for investigations and troubleshooting processing issues for root cause analysis.
Level 3 Behaviors
(Moderate Experience)
Guides the data collection and review process to support the root cause analysis operations.
Level 4 Behaviors
(Extensive Experience)
Conducts root cause failure analysis investigations in production and maintenance processes.
Level 5 Behaviors
(Mastery)
Designs corrective action plan to notify and solve principal customers with major issues.
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 conducting computer diagnostics to investigate and resolve technical issues for clients.
Level 3 Behaviors
(Moderate Experience)
Analyzes technical specifications to determine and plan the installation of software systems.
Level 4 Behaviors
(Extensive Experience)
Evaluates project plans regarding software product installations and upgrades for release and implementation.
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)
Cites the common types of customer escalation systems for proper routing of customer concerns.
Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
Level 3 Behaviors
(Moderate Experience)
Defines escalation management guidelines to determine the level of customer service needed.
Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
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 the strengths and weaknesses of various points of view and arguments.
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)
Identifies the procedures for making sure that results are mistake-free.
Level 2 Behaviors
(Light Experience)
Records all appointments on the calendar to easily track daily activities.
Level 3 Behaviors
(Moderate Experience)
Reviews and analyzes the accuracy of data and details.
Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
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.
