JobFrame · PRODUC4.PRODUCTT57A5.P5
Product/Technical Support
P5 · P5 — Expert Professional · Individual contributor
Median pay · United States
$138,423
$108,743 – $176,203 · USD · annual
Level position
P5 · 5 of 5 in track
Median pay
$138,423
$108,743–$176,203
Level
P5
P5 · 5 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 — P5 P5 — Expert Professional
Expert in field; key problem solver and project leader, authority in multiple areas