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Sr End User Support Engineer

  • GE Digital
  • Experienced
  • Posted 2/2/2018 5:52:13 PM
  • 3049517
  • Job Function: Digital Technology
  • Business Segment: Digital Commercial Professional Services & Support
Location(s): United States; Texas; Houston


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.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
You will be responsible for providing “best-in-class” customer support for our SaaS based, Asset Performance Management software. You will be expected to leverage new technologies and analytics to continuously improve the customer experience.

Essential Responsibilities:

This position will be responsible for both working directly with customers, as well as providing technical leadership and mentoring to other support engineers on the team to help develop their domain expertise and execution. This role will be working a third shift schedule of Sunday to Wednesday or Wednesday to Saturday. There will be a premium paid for this shift schedule.

In this role, 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
  • Collaborate with cross functional stakeholders

    Qualifications/Requirements:

    Basic Qualifications:

  • Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
  • 3-5 years of experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS Technical Support or Application Support

    Eligibility Requirements:

  • Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
  • Must be willing to travel as necessary (10% travel)
  • Must be willing to work out of an office located in Houston, TX
  • This role will work a Sunday to Wednesday schedule or a Wednesday to Saturday schedule, 8:30 PM to 6:30 AM.

    Desired Characteristics:

    Technical Expertise:

  • 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
  • Application Support – Understanding customer workflows, duplication of issues in test environment.

    Business Acumen:

  • Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives
  • Ability to manage to aggressive deadlines while staying true to strategic outcomes
  • Ability to understand and communicate complex business, and technical issues clearly and accurately

    Leadership:

  • Outstanding project management skills; demonstrated ability to motivate colleagues and deliver on-time and on-budget
  • Ability to translate vision/mission into actionable, quantitative plans
  • Ability to work with varying levels of internal stakeholders and external vendors
  • Communicates and demonstrates a shared sense of purpose. Learns from failure.

    Personal Attributes:

  • Excellent written and verbal communication skills
  • Ability to work independently on projects
  • Sharp eye for detail
  • Highly collaborative, team-oriented individual

    #DTR

    Locations: United States; Texas; Houston

    GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

    GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.


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