Customer Support Engineer

November 4

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GE Vernova

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Energy • Aerospace • Artificial Intelligence

GE Vernova is a leader in the energy sector with over 130 years of experience, dedicated to electrifying the world while decarbonizing it. The company offers a broad portfolio of energy solutions including gas, hydro, nuclear, and wind power technologies, aimed at providing reliable, affordable, and sustainable energy. With a strong focus on innovation, GE Vernova plays a significant role in reducing the carbon footprint of global power systems and supports the transition to net-zero emissions by 2030.

10,000+ employees

⚡ Energy

🚀 Aerospace

🤖 Artificial Intelligence

📋 Description

• Serve as the initial point of contact for technical issues related to GE Proficy manufacturing software systems and applications. • Research and troubleshoot issues involving all aspects of software solutions, including but not limited to user interface, network and communication connectivity and performance, cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality. • Stage and maintain local environments in order to troubleshoot and identify product problems for presentation to engineering or cloud infrastructure teams for resolution, or disseminate appropriate information necessary to correct configuration issues. • Maintain accurate records of support cases and resolutions in Salesforce & ServiceNow. • Collaborate with cross-functional teams to improve support processes and documentation. • Participate in knowledge-sharing initiatives and contribute to internal knowledge bases. • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible. • Follow/establish external escalation path and effectively diffuse customer conflicts and bring to resolution. • Manage individual caseload to meet defined goals around time to solve, case age, inactivity, and utilization. • Provide advanced customer support in 24x7 environment. • May be required to work overtime, on-call or weekends. • Flexibility to provide onsite support, as needed.

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or equivalent experience. • Effective written and oral communication skills in English. • Strong problem-solving skills and attention to detail. • Experience with ticketing systems (e.g., ServiceNow, Salesforce, Azure DevOps) and remote support tools. • Familiarity with GE Proficy MES or similar industrial software platforms preferred. • Experience in manufacturing or industrial software sector. • Knowledge of cloud platforms (AWS, Azure) and virtualization technologies. • Exceptional troubleshooting, customer service, and analytical skills. • Ability to work independently with minimum direction. • Highly motivated team-player. • Ability to stay calm in pressurized situations and coach people through solving problems. • Guides the conversation in a constructive manner; asks questions to uncover the critical information required to make decisions. • Seeks to understand problems thoroughly before implementing solutions. • Asks questions to clarify requirements when ambiguities are present. • Implements clean, concise solutions that address the requirements at hand. • Fosters a strong working relationship with customer in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients’ perspective.

🏖️ Benefits

• Strong induction process (a dedicated 1-month ramp-up period). • Flexible working hours and a well-defined hybrid working policy. • Private Medical Insurance for you (can also be extended for family members). • Attractive financial compensations for roles involving external travels and on-site missions. • Fully customized development and training programs all throughout the year. • Increased number of vacation days, according to your work-experience, encompassed by an annual bonus payout. • Annual, performance-based, salary review. • Multiple subscriptions, discounts and vouchers available (such as Bookster subscription, corporate discount to fitness services, gift vouchers for Christmas and Easter holiday, daily meal vouchers, additional days off such as 8th of March and 3rd Easter Day and children’s benefits, including gifts for special occasions, vouchers, and events) etc.