Senior End User Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct initial triage and manage progressively complex issues.

• Collect and accurately document comprehensive information regarding customer issues in the customer contact software.

• Recognize problematic processes and applications, analyze error logs and source code, and establish reproduction paths.

• Take ownership of and resolve escalated product issues through telephone, email, or face-to-face meetings within SLA timeframes.

• Clearly and promptly document customer interactions in the knowledge management system.

• Articulate technical responses and resolution steps to customers in a clear manner.

• Collaborate with management on escalated issues through troubleshooting reviews, workflow analyses, error-message evaluations, and testing.

• Investigate knowledge-base articles, issue tracking systems, and product documentation to address known issues and enhance first-contact closure rates.

• Develop knowledge-base articles for previously unresolved issues.

• Ensure a positive customer experience with every interaction.

• Maintain a thorough understanding of GE products, support protocols, customer contact software, and departmental procedures.

• Identify opportunities to minimize future support demands.

• Participate in key initiatives as a project member and execute designated tasks to meet project objectives.

• Address daily challenges related to strategy implementation and escalate issues impacting clients or strategic initiatives.

• Lead comprehensive customer efforts for CSAT and foster customer demand in Brazil and Europe.

• Collaborate with the team on continuous quality improvement and promote a LEAN culture in everyday work.

⛳️ Requirements

• Bachelor's degree with a focus on Computer Science, Information Systems, or a related field.

• 8 years of proven customer applications engineering support experience in a technical support setting.

• Previous experience in Asset Performance Management, Asset Strategy, Asset Integrity, SmartSignal, and APM implementation and support is preferred.

• Capability to work with clients and internal teams to resolve issues.

• Technical aptitude to learn new software products and customer engagement techniques.

• Practical knowledge of common service practices and customer engagement techniques.

• Familiarity with network protocols, software, operating systems, communications, and data protocols.

• Hands-on experience in query writing and utilizing Splunk, AppDynamics, and Flowdock.

• Proficiency in English.

• Ability to manage tight deadlines while achieving strategic outcomes.

• Effectively communicate with both technical and non-technical audiences.

• Capacity to understand and convey complex business and technical concepts clearly and accurately.

• Demonstrated commitment to customer focus.

• Ability to deliver projects on time and within budget.

• Strong critical thinking and disciplined approaches to problem-solving and solution definition.

• Excellent communication skills and the ability to engage with customers confidently and clearly.

• Ability to independently manage projects with keen attention to detail.

• Highly collaborative and team-oriented approach.

• Legally authorized to work in the United States.

• Successful completion of a drug screening, where applicable.

🏝️ Benefits

• Discretionary annual bonus.

• Coverage for medical, dental, vision, and prescription drugs.

• Access to a Health Coach.

• Employee Assistance Program.

• GE Vernova Retirement Savings Plan.

• Tax-advantaged 401(k) savings plan with company matching contributions.

• Company contributions to retirement plans.

• Access to Fidelity resources and financial planning consultants.

• Tuition assistance.

• Adoption assistance.

• Paid parental leave.

• Disability benefits.

• Life insurance.

• 12 paid holidays.

• Flexible time off.

• Opportunities for professional development.

• Relocation assistance is not provided.