Business Segment: Digital Commercial Professional Services & Support
Location(s): France; Paris
About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
Role Summary: The Predix Customer Support team is seeking experienced Software Support professionals to provide Technical Support for the Predix Cloud: The Software Platform for the Industrial Internet. The Cloud Support Engineer needs to have experience with supporting applications on the cloud that have services-based architectures; strong communication skills, and a motivation to achieve results in a fast paced environment.
Essential Responsibilities: As Senior Application Support Engineer you will:
Responsible for taking direct support cases from users of the GE’s Industrial Cloud PaaS & SaaS customers
Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
Work directly with service architects to help reproduce and resolve customer issues
Drive customer communication during critical events and lead retrospective meetings
Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance
Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date
Work on critical, highly complex customer problems that may span multiple services
Participate in 24x7 on-call rotation and work with global teams
Collaborate with cross functional stakeholders
Provide mentorship and guidance to team members
Qualifications/Requirements: Technical Expertise:
B.S or M.S in a technical field, such as Computer Science or Information Systems
Experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS Technical Support or Application Support
Working experience with Java applications, networking concepts, virtualized environments, continuous integration, deployment and monitoring tools
Strong working experience with Java, Database and Unix/Linux and scripting skills
Strong oral and written communication skills
Strong business analysis and problem solving skills
Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices
Ability to interact at all levels of the organization and with other GE businesses
Legal authorization to work in France is required.
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
Must be willing to travel
Must be willing to work out of an office located in Paris
A technical engineer, with extensive experience in solving challenging issues in high pressure environment
Experienced with agile/iterative project methodology such as Scrum, preferably with experience using agile project management tools such as JIRA or Rally
Excellent communicator, works well in a team environment, and welcomes challenges
Self-starter with ability to manage multiple priorities in a fast paced work environment
Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics
Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture
Experience with monitoring and logging tools: New Relic, Nustar, Sensu, Nimsoft, Splunk and Logstash
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