Senior End User Support Engineer

Job Description Summary

The GE cloud and applications support team is seeking experienced Software Support professionals to provide Technical Support for APM and industrial applications. The Customer Support Engineer is responsible for providing “best-in-class” customer experience for collaboration and digital workplace technologies and should have experience with supporting applications on the cloud that have services-based architectures. This position will be responsible for both working directly with customers, as well as providing technical leadership and to facilitate the adoption of new technologies and tools.

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

·         Bachelors degree with emphasis in Computer Science, Information Systems or a similar field.

·         8 years of documented customer applications engineering support in a technical support environment.

·         Candidates with prior experience in Asset Performance Management, Asset Strategy, Asset Integrity, SmartSignal & APM implementation and support would be given preference.

·         Ability to work with clients and other groups within the company in resolving issues.

·         Must have the technical aptitude to learn new software product and customer handling techniques.

·         Lead end to end customer efforts for best results of CSAT. Drive customer demand in Brazil & Europe.

·         Work with team to provide end to end continuous quality improvement. Implement LEAN culture in day-to-day work.

·         Applied knowledge of common service practices and customer handling techniques.

·         Understanding on Network protocols, software, operating systems, communications and data protocols.

·         Must have hands-on experience in query writing, using Splunk, AppDynamics and Flowdock.

·         Fluent in English.

Business Acumen

·         Ability to manage 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

Additional Information

GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: No

#LI-Remote - This is a remote positionApplication Deadline:For candidates applying to a U.S. based position, the pay range for this position is between $78,800.00 and $131,200.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.Bonus eligibility: discretionary annual bonus.This posting is expected to remain open for at least seven days after it was posted on October 09, 2026.Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.