Incident management and customer escalation leadership
The Technical Support Engineer II drives customer satisfaction through Service Excellence by providing advanced technical support and counsel to remote and onsite Engineers, Clinical Applications Technicians (CATs), TSE I’s, and Customers experiencing system performance issues
Job Summary
The Technical Support Engineer II drives customer satisfaction through Service Excellence by providing advanced technical support and counsel to remote and onsite Engineers, Clinical Applications Technicians (CATs), TSE I’s, and Customers experiencing system performance issues.
This role leads incident management and customer escalations, delivers expert troubleshooting, and champions quality, productivity, and knowledge-management initiatives.
Provide 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues.
Matching Summary
The Technical Support Engineer II drives customer satisfaction through Service Excellence by providing advanced technical support and counsel to remote and onsite Engineers, Clinical Applications Technicians (CATs), TSE I’s, and Customers experiencing system performance issues.
Skills & Requirements
Must-have
Advanced technical support for GEHC Software
Remote diagnostic and troubleshooting tools
Incident management and customer escalation leadership
Networking concepts and protocols
Linux/OS, VM/virtualization, Cloud
Nice-to-have
Customer-obsessed mindset
Leadership in change management
Strong analytical skills
Friendly and competent communication
Key Requirements
5 years engineering experience
Proven expertise in repair and maintenance
Demonstrated capability in incident management
Advanced proficiency with remote diagnostic tools
Strong working knowledge of AWS, Citrix, Microsoft ecosystems
Legally authorized to work in the United States without restriction
Work Rights
Legally authorized to work in the United States without restriction