Senior End User Support Engineer

Job not on LinkedIn

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $78.8k - $131.2k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GE Vernova

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

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.

📋 Description

• Provide initial triage and handle increasingly complex issues • Gather and accurately record complete information about customer issues in customer contact software • Identify problematic processes and applications, review error logs and source code, and determine reproduction paths • Own and resolve escalated product issues via telephone, email, or in-person meetings within SLA timeframes • Document customer contacts clearly and promptly in the knowledge management system • Communicate technical responses and resolution steps clearly to customers • Collaborate with management on escalated issues through troubleshooting review, workflow analysis, error-message review, and testing • Research knowledge-base articles, issue tracking systems, and product documentation to resolve known issues and increase first-contact closure rates • Create knowledge-base articles for resolved unknown issues • Provide a positive customer experience for every contact • Maintain in-depth knowledge of GE products, support protocols, customer contact software, and departmental procedures • Identify opportunities to reduce future support burden • Participate in key initiatives as a project member and execute defined tasks to achieve project goals • Resolve day-to-day issues related to strategy implementation and escalate issues affecting clients or strategic initiatives • Lead end-to-end customer efforts for CSAT and drive customer demand in Brazil and Europe • Work with the team on continuous quality improvement and implement LEAN culture in daily work

🎯 Requirements

• Bachelor's degree with emphasis in Computer Science, Information Systems, or a similar field • 8 years of documented customer applications engineering support in a technical support environment • Prior experience in Asset Performance Management, Asset Strategy, Asset Integrity, SmartSignal, and APM implementation and support preferred • Ability to work with clients and internal groups to resolve issues • Technical aptitude to learn new software products and customer handling techniques • Applied knowledge of common service practices and customer handling techniques • Understanding of network protocols, software, operating systems, communications, and data protocols • Hands-on experience in query writing and using Splunk, AppDynamics, and Flowdock • Fluent in English • Ability to manage aggressive deadlines while maintaining strategic outcomes • Ability to communicate effectively with technical and non-technical communities • Ability to understand and communicate complex business and technical concepts clearly and accurately • Demonstrated customer focus • Ability to deliver on-time and on-budget • Critical thinking and disciplined approaches to resolving issues and defining solutions • Excellent communication skills and ability to interface with customers with confidence and clarity • Ability to work independently on projects and strong attention to detail • Highly collaborative, team-oriented approach • Legally authorized to work in the United States • Successful completion of a drug screen, as applicable

🏖️ Benefits

• Discretionary annual bonus • Medical, dental, vision, and prescription drug coverage • Health Coach access • Employee Assistance Program • GE Vernova Retirement Savings Plan • Tax-advantaged 401(k) savings opportunity with company matching contributions • Company retirement contributions • Fidelity resources and financial planning consultants • Tuition assistance • Adoption assistance • Paid parental leave • Disability benefits • Life insurance • 12 paid holidays • Permissive time off • Professional development • Relocation assistance not provided