Technical Support Engineer

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $108k - $162k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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GE HealthCare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1892

🏥 Healthcare

💊 Pharmaceuticals

Healthcare • Medical Technology • Pharmaceuticals

GE HealthCare is a leader in precision care, dedicated to providing innovative technologies and integrated solutions that enhance healthcare services. As a stand-alone company, it focuses on imaging, ultrasound, and healthcare IT, empowering clinicians and improving patient outcomes through advanced medical technologies and personalized care solutions. With a significant investment in research and development, GE HealthCare aims to transform healthcare by making hospitals more efficient and therapies more precise.

📋 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 software, hardware, networking, cloud, virtualization, and integration issues • 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, clinical personnel, and GE HealthCare teams • Identify and mitigate technical risks affecting project timelines, system performance, and customer outcomes • Provide onsite support 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 with engineering and product teams to develop corrective actions • Develop, approve, and publish Knowledge Management content • Maintain expertise in GE HealthCare products, service processes, and diagnostic tools • Partner with engineering, development, quality, and onsite engineering teams on product quality and escalation resolution • Represent Technical Support in design reviews, service readiness, and product lifecycle initiatives • Coach and mentor TSE I team members, onsite engineers, and peers • Lead or co-lead project teams focused on serviceability, reliability, quality, productivity, and new product support • Maintain complete CRM case notes, troubleshooting records, technical findings, and customer communications • Manage case workflow and backlog while maintaining service-process and quality compliance • Provide support in a 24x7x365 customer care environment • Build relationships with customer technical teams, clinical staff, project stakeholders, and internal partners • Support customer success through proactive communication, technical consultation, and continuous service improvement • Participate in on-call rotations, including after-hours, weekend, and holiday coverage • Travel approximately 4–8 one-week trips per year throughout the United States and Canada as business needs require

🎯 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 with customers and cross-functional teams • Ability to lead project discussions, escalation calls, and customer-facing technical engagements • Leadership in change management, quality improvement, service transformation, and productivity initiatives • Customer-focused mindset with a demonstrated history of reducing resolution cycle times and improving Time to Repair (TTR) • Ability to balance customer priorities, project responsibilities, and operational support requirements • Professional home office environment with reliable high-speed internet and a distraction-free work environment • Ability to work standard business hours, 8:00 AM–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 as needed • Willingness to submit to background investigation and applicable drug screening • Legally authorized to work in the United States without sponsorship or employment restrictions • Ability to complete customer and vendor credentialing requirements • Bachelor's degree in a relevant discipline preferred, not required • Cisco, Microsoft, AWS, Kubernetes, cloud platform, or relevant vendor-specific certifications preferred • Experience supporting healthcare IT environments preferred • Experience with cloud-hosted clinical applications and monitoring solutions preferred • Experience with customer implementations, upgrades, migrations, and enterprise-scale support operations preferred • Basic understanding of customer-managed MDM solutions and Android/iOS mobile devices preferred • Familiarity with Ascom software applications preferred

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Paid time off • 401(k) plan with employee and company contribution opportunities • Life insurance • Disability insurance • Accident insurance • Tuition reimbursement • Professional development • Competitive compensation • Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI) • Remote work with a professional home office environment • Relocation assistance not provided

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