JobFrame · PRODUC4.PRODUCTT57A5.P2
Product/Technical Support
P2 · P2 — Developing Professional · Individual contributor
Median pay · United States
$72,357
$56,843 – $92,106 · USD · annual
Level position
P2 · 2 of 5 in track
Median pay
$72,357
$56,843–$92,106
Level
P2
P2 · 2 of 5 in track
Super-function
customer_service
Demand-heat
cool
-3.7% growth
Summary
Provides technical assistance to users and clients experiencing hardware, software, network, and system issues across a tiered support model (Help Desk through Tier 3 escalation). Distinct from Network Engineering (which designs and builds infrastructure) and Software Engineering (which develops products): this function diagnoses, troubleshoots, resolves, and escalates incidents, manages tickets to SLA, performs root-cause analysis on the deployed environment, and — at the senior IC end — may also hire, supervise, and direct support personnel on special projects and installations (the IT Support Manager/Supervisor people-management track diverges from the IC escalation track at this point).
This level — P2 P2 — Developing Professional
Early-career professional; developing skills, handles routine tasks with some independence