Technical Support Engineer 2

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $108k - $162k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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GE HealthCare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1892

🏥 Healthcare

🏢 Enterprise

💰 $1.2G Post IPO secondary on 2024-12

Healthcare • Enterprise

GE HealthCare is a global healthcare technology company focused on developing products, technologies, and solutions that improve patient care and healthcare delivery. The company emphasizes innovation, next-generation solutions, and improving wellbeing worldwide. It operates in many countries (offices in 80 countries) and offers career opportunities across early careers and professional roles. GE HealthCare communicates a mission to make healthcare better and champions employee wellbeing, diversity, and equal opportunity.

📋 Description

• Provide advanced remote technical support for GE HealthCare software solutions and customer hardware environments • Coach customers and field teams on antivirus software, Cisco networking, Citrix, Microsoft technologies, and third-party infrastructure • Lead customer escalation meetings, define engagement plans, and drive timely issue resolution • Apply advanced diagnostic methods and remote support tools to reduce case resolution times and improve Time to Repair • Serve as a technical expert for complex issues involving software, hardware, networking, cloud, virtualization, and integrations • Provide technical leadership for implementations, upgrades, migrations, system expansions, and related projects • Participate in project planning, technical reviews, testing, validation, and go-live support • Collaborate with project managers, implementation teams, field resources, customer stakeholders, engineering, development, quality, and product teams • Identify and mitigate technical risks affecting project timelines, system performance, or customer outcomes • Provide onsite support as needed during customer implementations, upgrades, migrations, and go-live activities throughout the United States and Canada • Coordinate corrective action plans for service-related escalations • Lead productivity, serviceability, reliability, quality improvement, trend analysis, and new product introduction initiatives • Analyze recurring issues and quality trends and develop corrective actions with engineering and product teams • Develop, approve, and publish Knowledge Management content • Maintain knowledge of GE HealthCare products, service processes, and diagnostic tools • Coach and mentor TSE I team members, onsite engineers, and peers • Serve as a subject matter expert for GE HealthCare software applications, technologies, and support processes • Lead or co-lead project teams focused on serviceability, reliability, quality, productivity, and new product support • Maintain accurate CRM case notes, troubleshooting records, technical findings, and customer communications • Manage case workflow and backlog to ensure timely issue resolution • Provide support in a 24x7x365 customer care environment and maintain strong customer and internal relationships

🎯 Requirements

• Five years of experience as a Technical Support Engineer I (TSE I), or a minimum of five years of experience as a Field Engineer II and/or Field Engineer III, or equivalent external experience providing advanced technical support for comparable systems and technologies • Demonstrated expertise supporting GE HealthCare software solutions, Cisco network environments, and associated customer hardware infrastructure • Proven experience in incident management, customer escalation leadership, and technical engagement planning • Demonstrated ability to function independently as a senior escalation resource and recognized subject matter expert • Advanced proficiency with remote diagnostic and troubleshooting tools, including CRM systems, Common Service Desktop, and other remote support platforms • Technical problem analysis, root cause determination, and corrective action planning • Strong working knowledge of networking concepts, protocols, and troubleshooting methodologies • Strong working knowledge of Cisco networking technologies • Strong working knowledge of AWS and cloud-based technologies • Strong working knowledge of Citrix environments and Microsoft operating systems, server technologies, and infrastructure • Strong working knowledge of Linux operating systems, virtualization platforms, Kubernetes, cloud technologies, and monitoring/alerting platforms • Strong working knowledge of HL7, interfaces, integration workflows, and legacy healthcare technology integrations where applicable • Strong working knowledge of customer infrastructure, including servers, storage, networking, cybersecurity, and remote access technologies • Expert troubleshooting and analytical skills • Strong communication, presentation, and facilitation skills • Ability to lead project discussions, escalation calls, and customer-facing technical engagements • Leadership in change management, quality improvement, service transformation, and productivity initiatives • Ability to balance customer priorities, project responsibilities, and operational support requirements • Legally authorized to work in the United States without sponsorship or employment restrictions • Ability to work overtime, on-call rotations, weekends, and holidays as required • Ability to complete customer and vendor credentialing requirements • Professional home office environment with reliable high-speed internet and a distraction-free workspace • Ability to work standard business hours from 8:00 AM to 5:00 PM CST and participate in after-hours, weekend, and holiday support rotations • Ability and willingness to travel throughout the United States and Canada, averaging approximately 4–8 one-week trips per year • Bachelor's degree in a related discipline preferred, not required • Relevant technical certifications such as Cisco, Microsoft, AWS, Kubernetes, or cloud platform certifications preferred • Experience supporting healthcare IT environments and cloud-hosted clinical applications preferred • Familiarity with customer-managed MDM solutions, Android and iOS, Epic, Mobile Heartbeat, Vocera, Spectralink, and Ascom software applications preferred

🏖️ Benefits

• Medical, dental, and vision insurance • Paid time off • 401(k) plan with employee and company contribution opportunities • Life, disability, and accident insurance • Tuition reimbursement • Professional development opportunities • Competitive compensation • Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI) • Remote work with professional home office environment • On-call, overtime, weekend, and holiday support compensation eligibility not specified

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