Technical Support Engineer

Job Description Summary

The Technical Support Engineer II (TSE 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. As the senior technical resource for service-related escalations for GEHC Software and customer hardware, this role leads incident management and customer escalations, delivers expert troubleshooting, and champions quality, productivity, and knowledge-management initiatives.

• Provide remote advanced technical support for GEHC Software and customer hardware, including coaching customers and field teams on contributing factors (e.g., AV, network, Citrix, Microsoft).

• Lead customer escalation meetings; define logical engagement plans and drive timely resolution using appropriate escalation processes.

• Apply expert diagnostic methods and remote tools to reduce case resolution cycle time and improve remote TTR (time to repair).

• Serve as the senior technical resource for service-related escalations; coordinate corrective action plans with customer and team leadership.

• Champion productivity programs and act as a change agent in product serviceability, reliability, quality trend analysis, and new product introduction support.

• Identify, lead, and implement process and troubleshooting improvements; manage/support business process enhancements that increase competitiveness and growth.

• Develop, approve, and publish Knowledge Base (KM) content to expand the technical solutions available to Field Engineers and TSEs.

• Contribute ideas and participate in workouts and small projects to improve productivity tools and service readiness.

• Maintain up-to-date knowledge of GEHC Software products, service expertise, and diagnostic tools to sustain “expert” advisory status.

• Partner with Modality/Service Engineering, Product Engineering, and onsite engineers to drive product quality, serviceability, and formal escalation resolution.

• Provide valuable input to new product development and service readiness, including service diagnostic tools, feature enhancements, and product quality.

• Coach and train TSE I’s, onsite engineers, and peers to ensure technical and customer skills meet business needs; frequently serve as SME for GEHC Software training.

• Lead or co-lead project teams in serviceability/reliability improvements, quality trend analysis, productivity program execution, and new product introduction support.

• Provide timely, complete documentation that meets all process and quality requirements (e.g., CRM case notes, troubleshooting records).

• Maintain case workflow and manage backlogs to provide customer-centric support and expedited resolution times.

• Provide 24x7x365 support in a fast-paced environment to ensure customer satisfaction and timely resolution of issues.

• Willingness to:

  • Submit to a background investigation, including verification of past employment, criminal history, and educational background.
  • Take a drug test.
  • Be legally authorized to work in the United States without restriction.
  • Work overtime, on-call, weekends, and holidays as required.
  • Complete vendor credentialing as required.

• Minimum: 5 year as TSE I or

• TSE I requires a minimum of 5 years engineering experience as FE II and/or FE III, or equivalent external experience.

• Proven expertise in repair and maintenance of GEHC Software and customer hardware .

• Demonstrated capability in incident management, customer escalation leadership, and logical engagement planning.

• Advanced proficiency with remote diagnostic and troubleshooting tools (e.g., Common Service Desktop, CRM, and other remote support platforms).

• Strong working knowledge of:

  • Networking concepts and protocols
  • AWS
  • Citrix, Microsoft ecosystems
  • Linux/OS, VM/virtualization, Kubernetes, Cloud, Alerting/Monitoring
  • HL7 and legacy…