Technical Support Engineer

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

📋 Description

• Deliver advanced remote technical support 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, outline engagement plans, and ensure timely resolution of issues.

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

• Act as a technical authority for intricate software, hardware, networking, cloud, virtualization, and integration challenges.

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

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

• Collaborate with project managers, implementation teams, field resources, customer stakeholders, clinical staff, and GE HealthCare teams.

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

• Offer onsite support during customer implementations, upgrades, migrations, and go-live events across the United States and Canada.

• Coordinate corrective action plans for service-related escalations.

• Spearhead initiatives for productivity, serviceability, reliability, quality improvement, trend analysis, and new product introduction.

• Examine recurring issues and quality trends with engineering and product teams to formulate corrective measures.

• Create, approve, and disseminate Knowledge Management content.

• Maintain up-to-date expertise in GE HealthCare products, service processes, and diagnostic tools.

• Collaborate with engineering, development, quality, and onsite engineering teams to enhance product quality and address escalations.

• Represent Technical Support during design reviews, service readiness assessments, and product lifecycle initiatives.

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

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

• Keep comprehensive CRM case notes, troubleshooting records, technical findings, and customer communications.

• Manage case workflow and backlog while ensuring adherence to service processes and quality standards.

• Provide support within a 24x7x365 customer care environment.

• Build strong relationships with customer technical teams, clinical personnel, project stakeholders, and internal partners.

• Promote customer success through proactive communication, technical consultation, and continuous service enhancement.

• 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 based on business needs.

⛳️ Requirements

• Minimum of five years' 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 related customer hardware infrastructure.

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

• Proven ability to operate independently as a senior escalation resource and recognized subject matter expert.

• Advanced skills in 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 understanding of networking concepts, protocols, and troubleshooting methodologies.

• Solid knowledge of Cisco networking technologies.

• Strong familiarity with AWS and cloud-based technologies.

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

• In-depth knowledge of Linux operating systems, virtualization platforms, Kubernetes, cloud technologies, and monitoring/alerting systems.

• Strong understanding of HL7, interfaces, integration workflows, and legacy healthcare technology integrations where applicable.

• Familiarity with customer infrastructure, including servers, storage, networking, cybersecurity, and remote access technologies.

• Exceptional troubleshooting and analytical abilities.

• Excellent communication, presentation, and facilitation skills with customers and cross-functional teams.

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

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

• Customer-oriented mindset with a proven history of reducing resolution cycle times and enhancing Time to Repair (TTR).

• Ability to prioritize customer needs, project responsibilities, and operational support requirements.

• Professional home office setup with reliable high-speed internet and a distraction-free work environment.

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

• Willingness to travel across the United States and Canada as required.

• Willingness to undergo background checks and applicable drug screenings.

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

• Capable of fulfilling customer and vendor credentialing requirements.

• Bachelor's degree in a relevant field preferred, but not required.

• Relevant certifications in Cisco, Microsoft, AWS, Kubernetes, cloud platforms, or other vendor-specific certifications preferred.

• Experience in supporting healthcare IT environments preferred.

• Familiarity with cloud-hosted clinical applications and monitoring solutions preferred.

• Experience with customer implementations, upgrades, migrations, and enterprise-scale support operations preferred.

• Basic knowledge 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.