Technical Support Engineer 2

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

📋 Description

• Deliver advanced remote technical assistance for GE HealthCare software solutions and customer hardware environments.

• Guide customers and field teams on antivirus software, Cisco networking, Citrix, Microsoft technologies, and third-party infrastructure.

• Facilitate customer escalation meetings, establish engagement plans, and ensure timely resolution of issues.

• Utilize advanced diagnostic techniques and remote support tools to minimize case resolution times and enhance Time to Repair.

• Act as a technical authority for intricate issues related to software, hardware, networking, cloud, virtualization, and integrations.

• Provide technical leadership for implementations, upgrades, migrations, system expansions, and associated projects.

• Engage in project planning, technical assessments, testing, validation, and support during go-live phases.

• Collaborate with project managers, implementation teams, field resources, customer stakeholders, engineering, development, quality, and product teams.

• Identify and address technical risks that may impact project schedules, system performance, or customer outcomes.

• Offer onsite assistance as needed during customer implementations, upgrades, migrations, and go-live activities across the United States and Canada.

• Coordinate corrective action strategies for service-related escalations.

• Spearhead initiatives focused on productivity, serviceability, reliability, quality improvement, trend analysis, and new product introductions.

• Examine recurring issues and quality patterns, developing corrective actions alongside engineering and product teams.

• Create, approve, and publish Knowledge Management content.

• Stay informed about GE HealthCare products, service processes, and diagnostic tools.

• Mentor and coach TSE I team members, onsite engineers, and peers.

• Serve as a subject matter expert in GE HealthCare software applications, technologies, and support processes.

• Lead or co-lead project groups centered on serviceability, reliability, quality, productivity, and new product support.

• Maintain precise CRM case notes, troubleshooting documentation, technical findings, and customer communications.

• Oversee case workflow and backlog to guarantee timely issue resolution.

• Provide support within a 24x7x365 customer care environment while nurturing strong relationships with customers and internal teams.

⛳️ Requirements

• A minimum of five years of experience as a Technical Support Engineer I (TSE I), or at least five years as a Field Engineer II and/or Field Engineer III, or equivalent external experience providing advanced technical support for similar systems and technologies.

• Proven expertise in supporting GE HealthCare software solutions, Cisco network environments, and relevant customer hardware infrastructure.

• Established experience in incident management, customer escalation leadership, and technical engagement planning.

• Demonstrated capability to operate independently as a senior escalation resource and acknowledged subject matter expert.

• Advanced skills with remote diagnostic and troubleshooting tools, including CRM systems, Common Service Desktop, and other remote support platforms.

• Proficient in technical problem analysis, root cause identification, and corrective action planning.

• Strong foundational knowledge of networking concepts, protocols, and troubleshooting techniques.

• In-depth understanding of Cisco networking technologies.

• Solid knowledge of AWS and cloud-based technologies.

• Comprehensive knowledge of Citrix environments and Microsoft operating systems, server technologies, and infrastructure.

• Proficient in Linux operating systems, virtualization platforms, Kubernetes, cloud technologies, and monitoring/alerting platforms.

• Familiarity with HL7, interfaces, integration workflows, and legacy healthcare technology integrations where applicable.

• In-depth knowledge of customer infrastructure, including servers, storage, networking, cybersecurity, and remote access technologies.

• Exceptional troubleshooting and analytical capabilities.

• Strong communication, presentation, and facilitation skills.

• Ability to lead project discussions, escalation calls, and customer-facing technical engagements.

• Experience in change management, quality improvement, service transformation, and productivity initiatives.

• Capability to balance customer priorities, project responsibilities, and operational support demands.

• Legally authorized to work in the United States without sponsorship or employment restrictions.

• Willingness to work overtime, participate in on-call rotations, and work weekends and holidays as necessary.

• Ability to fulfill customer and vendor credentialing requirements.

• Professional home office setup with reliable high-speed internet and a workspace free from distractions.

• Availability to work standard business hours from 8:00 AM to 5:00 PM CST and to engage in after-hours, weekend, and holiday support rotations.

• Willingness to travel across the United States and Canada, averaging approximately 4–8 one-week trips per year.

• A bachelor's degree in a related field is preferred but not mandatory.

• Relevant technical certifications such as Cisco, Microsoft, AWS, Kubernetes, or cloud platform certifications are preferred.

• Experience in supporting healthcare IT environments and cloud-hosted clinical applications is preferred.

• Familiarity with customer-managed MDM solutions, Android and iOS, Epic, Mobile Heartbeat, Vocera, Spectralink, and Ascom software applications is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off.

• 401(k) plan with options for employee and company contributions.

• Life, disability, and accident insurance.

• Tuition reimbursement.

• Opportunities for professional development.

• Competitive salary.

• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI).

• Remote work with a professional home office setup.

• Eligibility for compensation related to on-call, overtime, weekend, and holiday support is not specified.