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.
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.

Requirements

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).

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

diagnostic methodsremote toolsincident managementtroubleshootingrepair and maintenancenetworking conceptsAWSKubernetesLinuxVM/virtualization

Soft Skills

customer escalation leadershiplogical engagement planningcoachingchange agentproductivity programs