Technical Support Engineer 2

Overview

Senior remote technical support role providing advanced technical support, implementation leadership, project participation and expert consultation for Digital Central Monitoring Unit (Digital CMU) solutions, serving as a primary escalation point within a shared 24x7x365 support model.

What you'll do

• Provide advanced remote technical support for GE HealthCare software solutions and customer hardware environments, including coaching customers and field teams on contributing factors such as antivirus software, Cisco networking, Citrix, Microsoft technologies, and third-party infrastructure.
• Lead customer escalation meetings, define logical engagement plans, and drive timely issue resolution using appropriate escalation processes.
• Apply advanced diagnostic methods and remote support tools to reduce case resolution times and improve Time to Repair (TTR).
• Serve as a recognized technical expert for complex customer issues involving software, hardware, networking, cloud, virtualization, and integration technologies.
• Provide technical leadership and support for customer implementations, upgrades, migrations, system expansions, and related project activities.
• Participate in project planning, technical reviews, testing, validation, and go-live support.
• Collaborate with project managers, implementation teams, field resources, and customer stakeholders to ensure successful project execution.
• Identify, communicate, and help mitigate technical risks that may impact project timelines, system performance, or customer outcomes.
• Serve as the senior technical resource for service-related escalations and coordinate corrective action plans with customers, leadership, and cross-functional teams.
• Champion productivity initiatives and serve as a change agent for product serviceability, reliability, quality improvement, trend analysis, and new product introduction (NPI) activities.
• Identify, lead, and implement process improvements, troubleshooting enhancements, and business process initiatives that improve service delivery and organizational effectiveness.
• Analyze recurring issues and quality trends and work with engineering and product teams to develop corrective actions.
• Develop, approve, and publish Knowledge Management (KM) content to expand technical solutions available to Field Engineers and Technical Support Engineers.
• Partner with Service Engineering, Product Engineering, Development, Quality, and onsite engineering teams to improve product quality, serviceability, and escalation resolution.
• Provide valuable input into new product development, service readiness activities, diagnostic tools, feature enhancements, and overall product quality.
• Represent Technical Support during design reviews, service readiness activities, and product lifecycle initiatives as required.
• Coach and mentor TSE I team members, onsite engineers, and peers to ensure technical and customer-facing skills meet business needs.
• Lead or co-lead project teams focused on serviceability improvements, reliability initiatives, quality trend analysis, productivity programs, and new product introduction support.
• Maintain timely, accurate, and complete documentation that satisfies all process and quality requirements, including CRM case notes, troubleshooting records, technical findings, and customer communications.
• Effectively manage case workflow and backlog to ensure customer-focused support and timely issue resolution.
• Build and maintain strong working relationships with customer technical teams, clinical staff, project stakeholders, and internal GE HealthCare partners.

What you'll need

• Five years of experience as a Technical Support Engineer I (TSE I); or a minimum of five years of experience as a Field Engineer II and/or Field Engineer III, or equivalent external experience providing advanced technical support for comparable systems and technologies.
• Demonstrated expertise supporting GE HealthCare software solutions, Cisco network environments, and associated customer hardware infrastructure.
• Proven experience in incident management, customer escalation leadership, and technical engagement planning.
• Demonstrated ability to function independently as a senior escalation resource and recognized subject matter expert.
• Advanced proficiency with remote diagnostic and troubleshooting tools, including CRM systems, Common Service Desktop, and other remote support platforms.
• Technical problem analysis, root cause determination, and corrective action planning.
• Strong working knowledge of networking concepts, protocols, and troubleshooting methodologies, and Cisco networking technologies.
• Strong working knowledge of AWS and cloud-based technologies.
• Strong working knowledge of Citrix environments and Microsoft operating systems, server technologies, and infrastructure.
• Strong working knowledge of Linux operating systems, virtualization platforms, Kubernetes, cloud technologies, and monitoring/alerting platforms.
• Strong working knowledge of HL7, interfaces, integration workflows, and legacy healthcare technology integrations where applicable.
• Strong working knowledge of customer infrastructure including servers, storage, networking, cybersecurity, and remote access technologies.
• Expert troubleshooting and analytical skills with the ability to resolve complex and ambiguous technical issues.
• Strong communication, presentation, and facilitation skills with customers and cross-functional teams.
• Ability to confidently lead project discussions, escalation calls, and customer-facing technical engagements.
• Leadership in change management, quality improvement, service transformation, and productivity initiatives.
• Customer-focused mindset with a demonstrated history of reducing resolution cycle times and improving Time to Repair (TTR).
• Ability to balance customer priorities, project responsibilities, and operational support requirements within a fast-paced environment.

Nice to have

• Bachelor's degree in Engineering, Information Technology, Computer Science, Networking, Healthcare Technology, or a related discipline.
• Certifications: Cisco (CCNA, CCNP), Microsoft certifications, AWS certifications, Kubernetes or cloud platform certifications, and other vendor-specific technical certifications relevant to the role.
• Experience supporting healthcare IT environments.
• Experience working with cloud-hosted clinical applications and monitoring solutions.
• Demonstrated success participating in customer implementations, upgrades, migrations, and enterprise-scale support operations.
• Basic understanding of customer-managed Mobile Device Management (MDM) solutions and mobile devices (Android and iOS), including their integration and use within hospital Clinical Communication and Collaboration (CC&C) ecosystems, such as Epic, Mobile Heartbeat, Vocera, Spectralink, and other clinical mobility and communication platforms.
• Familiarity with Ascom software applications.

Details

• Remote position requiring a professional home office environment and reliable high-speed internet.
• Participation in an on-call rotation supporting 24x7x365 customer operations; standard business hours 8:00 AM-5:00 PM CST plus a shared rotation for after-hours, weekend, and holiday support.
• Overtime, on-call rotations, weekends, and holidays as required.
• Travel throughout the United States and Canada as needed, averaging approximately 4-8 one-week trips per year, including onsite support for implementations, upgrades, migrations and go-live.
• Must be legally authorized to work in the United States without sponsorship; no visa sponsorship offered.
• Subject to background investigation, drug screening where applicable, and customer and vendor credentialing as necessary.