JobFrame · PRODUC4.PRODUCTT57A5.P3
Product/Technical Support
P3 · P3 — Mid-Level Professional · Individual contributor
Median pay · United States
$82,468
$64,786 – $104,977 · USD · annual
Level position
P3 · 3 of 5 in track
Median pay
$82,468
$64,786–$104,977
Level
P3
P3 · 3 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 — P3 P3 — Mid-Level Professional
Fully competent professional; works independently on standard projects