Technical Support Engineer

Role Overview

• 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.
• 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.
• 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.

Requirements

• 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
• AWS
• Citrix, Microsoft ecosystems
• Linux/OS, VM/virtualization, Kubernetes, Cloud, Alerting/Monitoring
• HL7 and legacy product integrations (as applicable)

Tech Stack

• AWS
• Citrix
• Cloud
• Kubernetes
• Linux

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options