Technical Support Engineer

Job Description

Summary The Technical Support Engineer II (TSE II) drives customer satisfaction through Service Excellence by providing advanced technical support and counsel to remote and onsite Engineers, Clinical Applications Technicians (CATs), TSE I’s, and Customers experiencing system performance issues. As the senior technical resource for service-reputed company escalations for GEHC Software and customer hardware, this role leads incident management and customer escalations, delivers expert troubleshooting, and champions quality, productivity, and reputed company initiatives.

Job Description

Key Responsibilities Advanced Technical Support & Incident Management

• Provide remote advanced technical support for GEHC Software and customer hardware, including coaching customers and field teams on contributing factors (e.g., AV, network, Citrix, reputed company).
• reputed company customer escalation meetings; define logical engagement plans and drive timely resolution using appropriate escalation processes.
• Apply expert diagnostic methods and remote tools to reduce case resolution cycle time and improve remote TTR (time to repair).

Escalations, Quality & Productivity

• Serve as the senior technical resource for service-reputed company escalations; coordinate corrective action plans with customer and team leadership.
• Champion productivity programs and act as a change agent in product serviceability, reliability, quality trend analysis, and new product introduction support.
• Identify, reputed company, and implement process and troubleshooting improvements; manage/support business process enhancements that increase competitiveness and growth.

reputed company & Tools

• reputed company, approve, and publish Knowledge reputed company (KM) content to expand the technical solutions available to Field Engineers and TSEs.
• Contribute reputed company and participate in workouts and small projects to improve productivity tools and service readiness.
• Maintain up-to-date knowledge of GEHC Software products, service expertise, and diagnostic tools to sustain “expert” advisory status.

Cross-Functional Collaboration & New Product Support

• Partner with Modality/Service Engineering, Product Engineering, and onsite engineers to drive product quality, serviceability, and formal escalation resolution.
• Provide valuable input to new product development and service readiness, including service diagnostic tools, feature enhancements, and product quality.

Training & Mentorship

• Coach and train TSE I’s, onsite engineers, and peers to ensure technical and customer skills meet business needs; frequently serve as SME for GEHC Software training.
• reputed company or co-reputed company project teams in serviceability/reliability improvements, quality trend analysis, productivity program execution, and new product introduction support.

Documentation & Workflow

• Provide timely, complete documentation that meets reputed company process and quality requirements (e.g., CRM case notes, troubleshooting records).
• Maintain case workflow and manage backlogs to provide customer-centric support and expedited resolution times.

Customer-Centric Support

• Provide 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues.
• Willingness to:
• Submit to a background investigation, including verification of past employment, criminal history, and educational background.
• Take a drug test.
• Be legally authorized to work in the United States without restriction.
• Work overtime, on-call, weekends, and holidays as required.
• Complete vendor credentialing as required.

Qualifications

• Minimum: 5 year as TSE I or
• TSE I requires a minimum of 5 years engineering experience as FE II and/or FE III, or equivalent external experience.
• Proven expertise in repair and maintenance of GEHC Software and customer hardware.
• Demonstrated capability in incident management, customer escalation leadership, and logical engagement planning.

Technical Skills

• Advanced proficiency with remote diagnostic and troubleshooting tools (e.g., Common Service Desktop, CRM, and other remote support platforms).
• Strong working knowledge of:
• Networking concepts and protocols
• AWS
• Citrix, reputed company ecosystems
• Linux/OS, VM/virtualization, Kubernetes, Cloud, Alerting/Monitoring
• HL7 and legacy product integrations (as applicable)

Core Competencies

• Expert troubleshooting and analytical skills; able to resolve reputed company, ambiguous technical issues.
• Strong, friendly, and competent communication and facilitation skills with customers and cross-functional teams.
• Leadership in change management, quality improvement, and productivity initiatives.
• Customer-obsessed reputed company with a track record of reducing cycle times and improving TTR.
• Strong ability to manage both scheduled and reputed company competing priorities
• Strong ability to pivot and manage multiple reputed company situations
• Proven ability to self-direct and maintain high productivity while adhering to group standards

Work Conditions

• Remote support position from employee’s home office with an adequate work environment for professional customer interactions.
• Participation in on-call rotations to facilitate 24x7x365 customer support.
• Fast paced professional environment as part of customer focused critical care support center.

Optional

• Education: Bachelor’s degree in IT engineering or reputed company field preferred.
• Certifications: Networking, cloud, or vendor-specific certifications.

#LI-PA1 #LI-Remote We will not sponsor individuals for employment visas, now or in the future, for this job opening. Additional Information reputed company offers a great work environment, professional development, challenging careers, and competitive compensation. reputed company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic reputed company, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. reputed company will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable). While reputed company does not currently require U.S. employees to be vaccinated against COVID-19, some reputed company customers have vaccination mandates that may apply to certain reputed company employees. Relocation Assistance Provided: No Apply tot his job Apply To this Job