Will “Technical Support Engineer” be Automated?

Core Skills & Abilities

• Perform initial debugging procedures by reviewing configuration files, logs, or code pieces to determine breakdown source.

• Investigate customer problems referred by technical support.

• Design or develop automated testing tools.

• Test system modifications to prepare for implementation.

• Store, retrieve, and manipulate data for analysis of system capabilities and requirements.

• Create or maintain databases of known test defects.

• Participate in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.

• Install, maintain, or use software testing programs.

• Identify, analyze, and document problems with program function, output, online screen, or content.

• Coordinate user or third-party testing.

• Provide feedback and recommendations to developers on software usability and functionality.

• Identify program deviance from standards, and suggest modifications to ensure compliance.

• Update automated test scripts to ensure currency.

• Modify existing software to correct errors, allow it to adapt to new hardware, or to improve its performance.

• Monitor bug resolution efforts and track successes.

• Review software documentation to ensure technical accuracy, compliance, or completeness, or to mitigate risks.

• Develop or specify standards, methods, or procedures to determine product quality or release readiness.

• Evaluate or recommend software for testing or bug tracking.

• Plan test schedules or strategies in accordance with project scope or delivery dates.

• Monitor program performance to ensure efficient and problem-free operations.

• Design test plans, scenarios, scripts, or procedures.

• Develop testing programs that address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability.

• Install and configure recreations of software production environments to allow testing of software performance.

• Conduct historical analyses of test results.

• Visit beta testing sites to evaluate software performance.

• Document software defects, using a bug tracking system, and report defects to software developers.

• Document test procedures to ensure replicability and compliance with standards.

• Recommend purchase of equipment to control dust, temperature, or humidity in area of system installation.

• Conduct software compatibility tests with programs, hardware, operating systems, or network environments.

• Collaborate with field staff or customers to evaluate or diagnose problems and recommend possible solutions.