Technical Support Engineer 2

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.

As a senior technical resource, the TSE II provides guidance and support to remote and onsite Field Engineers (FEs), Client Service Technicians (CSTs), customer technical support personnel, clinical staff, peers, and customers experiencing system performance issues. The position serves as a primary escalation point for service-related issues involving Digital CMU software, hardware, networking, infrastructure, and integration components.

The TSE II participates in a shared 24x7x365 support model, delivering expert software, hardware, and network troubleshooting, incident management, and technical consultation. During ongoing customer support, the role collaborates closely with customer technical teams, clinical personnel, GE HealthCare resources, and Field Engineers to resolve complex issues, optimize system performance, support customer operations, and drive long-term customer success.

Job Description

Key Responsibilities

Advanced Technical Support & Incident Management

• •Provide advanced remote technical support for GE HealthCare software solutions and customer hardware environments, including coaching customers and field teams on contributing factors such as antivirus software, Cisco networking, Citrix, Microsoft technologies, and third-party infrastructure.
• •Lead customer escalation meetings, define logical engagement plans, and drive timely issue resolution using appropriate escalation processes.
• •Apply advanced diagnostic methods and remote support tools to reduce case resolution times and improve Time to Repair (TTR).
• •Serve as a recognized technical expert for complex customer issues involving software, hardware, networking, cloud, virtualization, and integration technologies.

Project Support & Implementations

• •Provide technical leadership and support for customer implementations, upgrades, migrations, system expansions, and related project activities.
• •Participate in project planning, technical reviews, testing, validation, and go-live support.
• •Collaborate with project managers, implementation teams, field resources, and customer stakeholders to ensure successful project execution.
• •Identify, communicate, and help mitigate technical risks that may impact project timelines, system performance, or customer outcomes.
• •Provide onsite support as needed during customer implementations, upgrades, migrations, and go-live activities throughout the United States and Canada.

Escalations, Quality & Productivity

• •Serve as the senior technical resource for service-related escalations and coordinate corrective action plans with customers, leadership, and cross-functional teams.
• •Champion productivity initiatives and serve as a change agent for product serviceability, reliability, quality improvement, trend analysis, and new product introduction (NPI) activities.
• •Identify, lead, and implement process improvements, troubleshooting enhancements, and business process initiatives that improve service delivery and organizational effectiveness.
• •Analyze recurring issues and quality trends and work with engineering and product teams to develop corrective actions.

Knowledge Management & Tools

• •Develop, approve, and publish Knowledge Management (KM) content to expand technical solutions available to Field Engineers and Technical Support Engineers.
• •Contribute ideas and participate in continuous improvement initiatives designed to enhance productivity tools, service readiness, and support effectiveness.
• •Maintain up-to-date knowledge of GE HealthCare products, service processes, and diagnostic tools to maintain subject matter expertise and trusted advisor status.

Cross-Functional Collaboration & New Product Support

• •Partner with Service Engineering, Product Engineering, Development, Quality, and onsite engineering teams to improve product quality, serviceability, and escalation resolution.
• •Provide valuable input into new product development, service readiness activities, diagnostic tools, feature enhancements, and overall product quality.
• •Represent Technical Support during design reviews, service readiness activities, and product lifecycle initiatives as required.

Training & Mentorship

• •Coach and mentor TSE I team members, onsite engineers, and peers to ensure technical and customer-facing skills meet business needs.
• •Frequently serve as a Subject Matter Expert (SME) for GE HealthCare software applications, technologies, and support processes.
• •Lead or co-lead project teams focused on serviceability improvements, reliability initiatives, quality trend analysis, productivity programs, and new product introduction support.

Documentation & Workflow

• •Maintain timely, accurate, and complete documentation that satisfies all process and quality requirements, including CRM case notes, troubleshooting records, technical findings, and customer communications.
• •Effectively manage case workflow and backlog to ensure customer-focused support and timely issue resolution.
• •Maintain compliance with all departmental service processes, documentation standards, and quality requirements.

Customer-Centric Support

• •Provide support within a 24x7x365 customer care environment to ensure customer satisfaction and timely issue resolution.
• •Build and maintain strong working relationships with customer technical teams, clinical staff, project stakeholders, and internal GE HealthCare partners.
• •Support customer success through proactive communication, technical consultation, and continuous service improvement.

Willingness To:

• •Submit to a background investigation, including verification of employment history, criminal history, and educational background.
• •Participate in required drug screening programs where applicable.
• •Be legally authorized to work in the United States without sponsorship or employment restrictions.
• •Work overtime, on-call rotations, weekends, and holidays as required.
• •Complete customer and vendor credentialing requirements, as necessary.

Required Qualifications

Minimum Qualifications

• •Five years of experience as a Technical Support Engineer I (TSE I); or
• •A minimum of five years of experience as a Field Engineer II and/or Field Engineer III, or equivalent external experience providing advanced technical support for comparable systems and technologies.
• •Demonstrated expertise supporting GE HealthCare software solutions, Cisco network environments, and associated customer hardware infrastructure.
• •Proven experience in incident management, customer escalation leadership, and technical engagement planning.
• •Demonstrated ability to function independently as a senior escalation resource and recognized subject matter expert.

Technical Skills

Advanced Proficiency With:

• •Remote diagnostic and troubleshooting tools, including CRM systems, Common Service Desktop, and other remote support platforms.
• •Technical problem analysis, root cause determination, and corrective action planning.

Strong Working Knowledge Of:

• •Networking concepts, protocols, and troubleshooting methodologies.
• •Cisco networking technologies.
• •AWS and cloud-based technologies.
• •Citrix environments and Microsoft operating systems, server technologies, and infrastructure.
• •Linux operating systems, virtualization platforms, Kubernetes, cloud technologies, and monitoring/alerting platforms.
• •HL7, interfaces, integration workflows, and legacy healthcare technology integrations where applicable.
• •Cu