Technical Support Engineer II

Technical Support Engineer II

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.

Key Responsibilities

Advanced Technical Support & Incident Management

• 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).

Escalations, Quality & Productivity

• 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.

Knowledge Management & Tools

• 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.

Cross-Functional Collaboration & New Product Support

• 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.

Training & Mentorship

• 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.

Documentation & Workflow

• 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.

Customer-Centric Support

• 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.

Qualifications

• Minimum: 5 years as TSE I 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.

Technical Skills

• 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 product integrations (as applicable).

Core Competencies

• Expert troubleshooting and analytical skills; able to resolve complex, ambiguous technical issues.
• Strong, friendly, and competent communication and facilitation skills with customers and cross-functional teams.
• Leadership in change management, quality improvement, and productivity initiatives.
• Customer-obsessed mindset with a track record of reducing cycle times and improving TTR.
• Strong ability to manage both scheduled and ad-hoc competing priorities.
• Strong ability to pivot and manage multiple concurrent situations.
• Proven ability to self-direct and maintain high productivity while adhering to group standards.

Work Conditions

• Remote support position from employee’s home office with an adequate work environment for professional customer interactions.
• Participation in on-call rotations to facilitate 24x7x365 customer support.
• Fast paced professional environment as part of customer focused critical care support center.

Optional

• Education: Bachelor’s degree in IT engineering or related field preferred.
• Certifications: Networking, cloud, or vendor-specific certifications.

Key skills/competency

• Technical Support
• Incident Management
• Customer Escalations
• Troubleshooting
• Network Protocols
• AWS
• Citrix
• Microsoft Ecosystems
• Linux
• Cloud Computing