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.
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 second 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
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
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 Sunday schedule, 11 AM to 9 PM.
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.
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
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.
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