Sr End User Support Engineer

Job Description Summary The GE Vernova Applications Support team is seeking experienced Software Support professionals to deliver senior-level technical support for APM and industrial applications.

As a Customer Support Engineer you will play a pivotal role in ensuring a u201Cbest-in-classu201D customer experience for collaboration and digital workplace technologies. This role requires expertise in supporting applications deployed on cloud and on-premises environments particularly those with service-based architectures.

This position is ideal for candidates with a passion for customer success strong technical skills and a desire to drive innovation in application support.

Job Description Roles and Responsibilities

• Provide initial triage with goal to handle more issues over time with familiarity/skillset
• Gather complete and accurate information on the nature complexity and urgency of customer issues and accurately records all information in customer contact software.
• Identify processes and applications having problems scan through error logs and source code help determine reproduction paths.
• Take ownership and resolve escalated product issues via telephone email or in-person meeting or exceeding stated Service Level Agreement (SLA) timeframes.
• Regularly execute case management best practices through clear and timely documentation of customer contact written or verbal in the knowledge management system.
• Clearly communicate technical responses to customers ensuring the understanding of the steps needed to resolve issues reported to the technical support center.
• Work closely with the management for issues that require escalation. This includes detailed review of previous troubleshooting steps workflow process error messaging and testing.
• Research existing knowledge base articles issue tracking system and product documentation for existing answers to known issues resulting in increased first contact closure rates.
• Actively contribute to the knowledge database through the creation of articles when unknown issues are resolved.
• Provide a positive customer experience for every customer contact.
• Maintain an in-depth understanding of GEs products support protocols customer contact software and departmental procedures.
• Consistently display an enthusiastic positive and professional attitude in both words and actions.
• Proactively reduce future support burden through identification of improvement opportunities.
• Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.
• Resolve day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives.

Education Qualification

• Education : Bachelor degree with a focus on Computer Science Information Systems or a related field.
• Experience : A minimum of 8 years of documented experience in customer applications engineering support within a technical support environment.
• Preferred Skills : Prior experience in Asset Performance Management (APM) Asset Strategy Asset Integrity SmartSignal APM implementation and support will be highly advantageous.
• Client Interaction : Strong ability to work collaboratively with clients and internal teams to resolve issues effectively.

Technical Proficiency :

• Demonstrated technical aptitude for learning new software products and mastering customer handling techniques.
• Hands-on experience with query writing and using tools like Splunk.
• Applied knowledge of network protocols software operating systems communications and data protocols.

Leadership :

• Lead end-to-end customer initiatives to achieve exceptional CSAT results.
• Drive customer demand in regions such as APO & EMEA Region.
• Collaborate with teams to foster continuous quality improvement and implement a LEAN culture in daily operations.

Service Excellence : In-depth understanding of common service practices and customer engagement techniques. Language Proficiency : Fluent in English.
Business Acumen

• Ability to manage to aggressive deadlines while staying true to strategic outcomes
• Ability to communicate effectively with technical and non-technical communities
• Ability to understand and communicate complex business and technical concepts clearly and accurately
• Demonstrated customer focus

Personal Attributes

• Demonstrated ability to deliver on-time and on-budget
• Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
• Excellent communication skills and the ability to interface with customers with confidence and clarity
• Ability to work independently on projects and a sharp eye for detail
• Highly collaborative team-oriented individual
• Positive enthusiastic and confident attitude

Note
To comply with US immigration and other legal requirements it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA to ensure compliance with applicable legislation the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information