Technical Support Engineer

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

📋 Description

• Deliver ongoing Level 2 technical assistance and case management via phone, email, and other communication methods.

• Analyze technical issues, replicate problems, and collaborate with Product Line teams to resolve customer concerns.

• Work together with L3/L4 engineering teams on escalated investigations and thoroughly document issues.

• Suggest upgrades for outdated products.

• Keep precise records in quality management and CRM systems.

• Manage RMA status and associated documentation.

• Monitor and provide reports on cases escalated through the GE process.

• Create documentation and maintain a knowledge database filled with technical tips and resolution outcomes.

• Track and update critical case reports for ongoing customer issues across various tiers and severity levels.

• Participate in product line meetings to present, update, and facilitate resolutions for outstanding requests.

• Organize, lead, and prepare summaries of customer cases along with metric reports.

• Identify firmware issues on relays and troubleshoot them through testing.

• Assist with product integration into customer systems.

• Spot training opportunities and aid in self-development as well as the training of others.

• Engage professionally at all levels within the customer organization.

⛳️ Requirements

• Associate's degree from an accredited institution or equivalent experience.

• At least 1 year of relevant experience.

• Willingness and ability to travel up to 25% of the time.

• Minimum of 2 years' experience in power system protection and control.

• Familiarity with industrial and utility protection, control, and communications applications.

• Experience with GE Multilin Protection and Control products.

• Expertise in power system automation and communication.

• Experience in protection and control testing using secondary injection methods.

• Ability to conduct post-fault power system fault analysis and recommend settings or application changes.

• Hands-on experience in configuring and troubleshooting protection and control systems.

• Experience in configuring and troubleshooting 61850-based protection systems.

• Practical knowledge of protective relay settings, features, and network communications.

• Flexibility to work on-call, provide after-hours support, or adjust work hours as needed.

• Ability to work efficiently with minimal supervision.

• Strong problem-solving abilities.

• Adaptable and open to change, willing to modify tasks as needed.

🏝️ Benefits

• Willingness and ability to travel up to 25% of the time.

• Flexibility to work on-call, provide after-hours support, or adjust work hours to meet customer needs.

• Relocation Assistance Provided: No