Job Title: Technical Support Engineer 2

Job Location: Remote

Job Location Type: Remote

Job Contract Type: Full-time

Job Description Summary

The Technical Support Engineer 2 (TSE II) drives customer satisfaction through Service Excellence by providing advanced technical support, implementation leadership, project participation, and expert consultation for Digital Central Monitoring Unit (Digital CMU) solutions. This role partners with internal project teams and customer stakeholders to support implementations, upgrades, migrations, and other project activities, ensuring the successful deployment, adoption, and ongoing support of Digital CMU products and services.

Key Responsibilities

Advanced Technical Support & Incident Management

• Provide advanced remote technical support for GE HealthCare software solutions and customer hardware environments.
• Lead customer escalation meetings, define logical engagement plans, and drive timely issue resolution.
• Apply advanced diagnostic methods and remote support tools to reduce case resolution times.

Project Support & Implementations

• Provide technical leadership and support for customer implementations, upgrades, migrations, and related project activities.
• Collaborate with project managers, implementation teams, field resources, and customer stakeholders.

Escalations, Quality & Productivity

• Serve as the senior technical resource for service-related escalations.
• Champion productivity initiatives and serve as a change agent for product serviceability.

Knowledge Management & Tools

• Develop, approve, and publish Knowledge Management (KM) content.
• Maintain up-to-date knowledge of GE HealthCare products and service processes.

Cross-Functional Collaboration & New Product Support

• Partner with Service Engineering, Product Engineering, Development, Quality, and onsite engineering teams.

Training & Mentorship

• Coach and mentor TSE I team members, onsite engineers, and peers.

Documentation & Workflow

• Maintain timely, accurate, and complete documentation.

Customer-Centric Support

• Provide support within a 24x7x365 customer care environment.

Willingness To:

• Submit to a background investigation.
• Participate in required drug screening programs.
• Be legally authorized to work in the United States without sponsorship.

Required Qualifications

• Five years of experience as a Technical Support Engineer I (TSE I).
• Demonstrated expertise supporting GE HealthCare software solutions.

Technical Skills

• Advanced Proficiency With remote diagnostic and troubleshooting tools.

Core Competencies

• Expert troubleshooting and analytical skills.

Work Conditions

• Remote support position requiring a professional home office environment.

Preferred Qualifications

• Bachelor's degree in Engineering, Information Technology, or related discipline preferred.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation.