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

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

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

• Work alongside L3/L4 engineering teams on escalated inquiries and thoroughly document issues.

• Suggest enhancements for outdated products.

• Keep records in quality management and CRM systems.

• Manage RMA status and associated documentation.

• Recognize training opportunities and take responsibility for personal development as well as the training of others.

• Monitor and report cases that are escalated through the GE process.

• Create documentation and maintain a knowledge base that includes technical tips and resolution outcomes.

• Keep status records updated and refresh critical case reports for ongoing customer issues across different tiers and severity levels.

• Engage in product line meetings to present, update, and facilitate the resolution of outstanding requests.

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

• Detect firmware issues in relays and troubleshoot them through testing.

• Interact professionally with all levels within the customer organization.

• 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 of experience in power system protection and control.

• Knowledge of industrial and utility protection, control, and communications applications.

• Flexibility to provide on-call support, after-hours assistance, or adjusted work hours to accommodate customer needs.

• 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.

• Capability to conduct post-fault power system fault analysis and suggest settings or application modifications.

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

• Familiarity with configuring and troubleshooting 61850-based protection systems.

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

• Ability to work effectively without direct supervision.

• Strong problem-solving abilities.

• Flexibility and adaptability; willingness to accept changes and modifications to tasks.

• Relocation Assistance Provided: No

Technical Support Engineer

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