Sr End User Support Engineer

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 best-in-class 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 GE's 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: Bachelors 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