Technical Support Engineer 2

GE HealthCare

1d • $108,000 - $162,000 • Remote

About The Position

The Technical Support Engineer 2 (TSE II) drives customer satisfaction by providing advanced technical support, implementation leadership, project participation, and expert consultation for Digital Central Monitoring Unit (Digital CMU) solutions. The role partners with internal project teams and customer stakeholders on implementations, upgrades, migrations, and other project activities to support successful deployment, adoption, and ongoing support of Digital CMU products and services.

As a senior technical resource and primary escalation point for service-related issues involving software, hardware, networking, infrastructure, and integration components, the TSE II guides remote and onsite Field Engineers, Client Service Technicians, customer technical support personnel, clinical staff, peers, and customers. The position delivers advanced troubleshooting, incident management, and technical consultation in a shared 24x7x365 support model, collaborating with customer technical teams, clinical personnel, GE HealthCare resources, and Field Engineers to resolve complex issues and support customer operations.

This is a remote support position requiring a professional home office, reliable high-speed internet, and a distraction-free environment. The employee works standard business hours (8:00 AM–5:00 PM CST) and participates in an on-call rotation for after-hours, weekend, and holiday coverage. Travel throughout the United States and Canada is required as needed, averaging approximately 4–8 one-week trips per year, based on business and customer needs.

The role requires authorization to work in the United States without sponsorship or employment restrictions. Candidates must be willing to undergo applicable background investigations and drug screening, complete customer and vendor credentialing, and work overtime, on-call rotations, weekends, and holidays as required. The U.S. pay range is $108,000–$162,000 annually; the role may also be eligible for performance-based incentive compensation, including cash bonuses and/or long-term incentives. GE HealthCare offers medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement. Relocation assistance is not provided.

Requirements

• At least five years of experience as a Technical Support Engineer I (TSE I), or at least five years 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.
• Ability to function independently as a senior escalation resource and recognized subject matter expert.
• Advanced proficiency with remote diagnostic and troubleshooting tools, including CRM systems, Common Service Desktop, and other remote support platforms.
• Advanced proficiency in 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 technologies; Citrix; Microsoft operating systems, server technologies, and infrastructure; Linux; virtualization platforms; Kubernetes; and monitoring and alerting platforms.
• Strong working knowledge of HL7, interfaces, integration workflows, legacy healthcare technology integrations where applicable, and customer infrastructure including servers, storage, networking, cybersecurity, and remote access technologies.
• Expert troubleshooting and analytical skills to resolve complex and ambiguous technical issues.
• Strong communication, presentation, and facilitation skills with customers and cross-functional teams.
• Ability to lead project discussions, escalation calls, and customer-facing technical engagements.
• Leadership in change management, quality improvement, service transformation, and productivity initiatives.
• Customer-focused mindset and demonstrated history of reducing resolution cycle times and improving Time to Repair.
• Ability to balance customer priorities, project responsibilities, and operational support in a fast-paced environment.
• Maintain a professional home office environment, reliable high-speed internet, and a distraction-free work setting.
• Participate in an on-call rotation supporting 24x7x365 customer operations and work standard business hours (8:00 AM–5:00 PM CST), with after-hours, weekend, and holiday support as required.
• Willingness and ability to travel throughout the United States and Canada as needed; expected average is approximately 4–8 one-week trips per year.
• Be legally authorized to work in the United States without sponsorship or employment restrictions.
• Willingness to submit to applicable background investigation and drug screening, complete customer and vendor credentialing, and work overtime, on-call rotations, weekends, and holidays as required.

Nice To Haves

• Bachelor's degree in Engineering, Information Technology, Computer Science, Networking, Healthcare Technology, or a related discipline.
• Cisco certification such as CCNA or CCNP.
• Microsoft certifications.
• AWS certifications.
• Kubernetes or cloud platform certifications.
• Other vendor-specific technical certifications relevant to the role.
• Experience supporting healthcare IT environments.
• Experience with cloud-hosted clinical applications and monitoring solutions.
• Demonstrated success participating in customer implementations, upgrades, migrations, and enterprise-scale support operations.
• Basic understanding of customer-managed Mobile Device Management (MDM) solutions and Android and iOS devices, including integration and use within hospital Clinical Communication and Collaboration ecosystems such as Epic, Mobile Heartbeat, Vocera, and Spectralink.
• Familiarity with Ascom software applications.

Responsibilities

• Provide advanced remote technical support for GE HealthCare software solutions and customer hardware environments, including coaching customers and field teams on antivirus software, Cisco networking, Citrix, Microsoft technologies, and third-party infrastructure.
• Lead customer escalation meetings, define engagement plans, and drive timely issue resolution through appropriate escalation processes.
• Use advanced diagnostic methods and remote support tools to reduce case resolution times and improve Time to Repair (TTR).
• Serve as a technical expert for complex customer issues involving software, hardware, networking, cloud, virtualization, and integration technologies.
• Provide technical leadership and support for customer implementations, upgrades, migrations, system expansions, and related projects.
• 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 affecting project timelines, system performance, or customer outcomes.
• Provide onsite support as needed for implementations, upgrades, migrations, and go-live activities throughout the United States and Canada.
• Coordinate corrective action plans with customers, leadership, and cross-functional teams for service-related escalations.
• Champion and implement productivity, serviceability, reliability, quality improvement, trend analysis, and new product introduction initiatives.
• Analyze recurring issues and quality trends and work with engineering and product teams on corrective actions.
• Develop, approve, and publish Knowledge Management content for Field Engineers and Technical Support Engineers.
• Contribute to continuous improvement initiatives for productivity tools, service readiness, and support effectiveness.
• Maintain current knowledge of GE HealthCare products, service processes, and diagnostic tools.
• Partner with Service Engineering, Product Engineering, Development, Quality, and onsite engineering teams to improve product quality, serviceability, and escalation resolution.
• Provide input into new product development, service readiness, diagnostic tools, feature enhancements, and product quality; represent Technical Support in design reviews and product lifecycle activities as required.
• Coach and mentor TSE I team members, onsite engineers, and peers; frequently serve as a subject matter expert for software applications, technologies, and support processes.
• Lead or co-lead project teams focused on serviceability, reliability, quality trends, productivity, and new product introduction support.
• Maintain timely, accurate, and complete CRM case notes, troubleshooting records, technical findings, customer communications, and other required documentation.
• Manage case workflow and backlog to support customers and resolve issues promptly, while complying with departmental service processes, documentation standards, and quality requirements.
• Provide customer support in a 24x7x365 environment, build strong relationships with customer and internal stakeholders, and promote customer success through communication, technical consultation, and service improvement.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off
• 401(k) plan with employee and company contribution opportunities
• Life insurance
• Disability insurance
• Accident insurance
• Tuition reimbursement
• Performance-based incentive compensation may include cash bonuses and/or long-term incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed