GE HealthCare · 10 hours ago
Technical Support Engineer
United States
Full-time
Remote
Senior Level
$108K/yr - $162K/yr
5+ years expGE HealthCare is seeking a Technical Support Engineer II to drive customer satisfaction through advanced technical support and incident management. This role involves providing expert troubleshooting, leading escalations, and collaborating with cross-functional teams to enhance product quality and customer service.
AppsHealth CareHealth DiagnosticsHome ImprovementHome RenovationInternetMedical
No H1B
Responsibilities
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, Microsoft)
Lead 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)
Serve as the senior technical resource for service-related 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, lead, and implement process and troubleshooting improvements; manage/support business process enhancements that increase competitiveness and growth
Develop, approve, and publish Knowledge Base (KM) content to expand the technical solutions available to Field Engineers and TSEs
Contribute ideas 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
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
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
Lead or co-lead project teams in serviceability/reliability improvements, quality trend analysis, productivity program execution, and new product introduction support
Provide timely, complete documentation that meets all 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
Provide 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues
Qualification
Required
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
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
Strong working knowledge of AWS
Strong working knowledge of Citrix, Microsoft ecosystems
Strong working knowledge of Linux/OS, VM/virtualization, Kubernetes, Cloud, Alerting/Monitoring
Strong working knowledge of HL7 and legacy product integrations (as applicable)
Expert troubleshooting and analytical skills; able to resolve complex, 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 mindset with a track record of reducing cycle times and improving TTR
Strong ability to manage both scheduled and ad-hoc competing priorities
Strong ability to pivot and manage multiple concurrent situations
Proven ability to self-direct and maintain high productivity while adhering to group standards
Provide timely, complete documentation that meets all 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
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
Willingness to take a drug test
Willingness to be legally authorized to work in the United States without restriction
Willingness to work overtime, on-call, weekends, and holidays as required
Willingness to complete vendor credentialing as required
Preferred
Education: Bachelor's degree in IT engineering or related field preferred
Certifications: Networking, cloud, or vendor-specific certifications
Benefits
Medical
Dental
Vision
Paid time off
A 401(k) plan with employee and company contribution opportunities
Life
Disability
Accident insurance
Tuition reimbursement
Company
GE HealthCare
GE Healthcare provides a wide range of medical technologies and services to healthcare providers and researchers. It is a sub-organization of General Electric.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.52BKey Investors
Bill & Melinda Gates Foundation
2024-11-07Post Ipo Secondary· $1.17B
2024-09-12Post Ipo Secondary· $1.29B
2024-02-16Post Ipo Secondary· $1.07B
Leadership Team
Catherine Estrampes
President and CEO, US & Canada
Luiz Verzegnassi
President & CEO, Services
Recent News
2026-01-16
Medical Device Network
2026-01-16
2026-01-16
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