{"id":3484220,"url":"https://alion.io/job/ge-healthcare-technical-support-engineer-2","title":"Technical Support Engineer 2","company":{"id":7352,"name":"GE HealthCare","domain":"gehealthcare.com","url":"https://alion.io/company/ge-healthcare","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":43,"ghost_share":0,"stale_share":0.651,"repost_share":0.023,"time_to_fill_p50_days":21,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"CST","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":108000,"max":162000,"currency":"USD","period":"year","gross":null,"usd_annual":162000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"HL7","optional":false},{"name":"Incident Management","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false}],"status":"live","first_seen_at":"2026-10-29T21:11:22Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-31T03:47:56Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description Summary\nThe Technical Support Engineer 2 (TSE II) drives customer satisfaction through Service Excellence by providing advanced technical support, implementation leadership, project participation, and expert consultation for Digital Central Monitoring Unit (Digital CMU) solutions. This role partners with internal project teams and customer stakeholders to support implementations, upgrades, migrations, and other project activities, ensuring the successful deployment, adoption, and ongoing support of Digital CMU products and services.As a senior technical resource, the TSE II provides guidance and support to remote and onsite Field Engineers (FEs), Client Service Technicians (CSTs), customer technical support personnel, clinical staff, peers, and customers experiencing system performance issues. The position serves as a primary escalation point for service-related issues involving Digital CMU software, hardware, networking, infrastructure, and integration components.\nThe TSE II participates in a shared 24x7x365 support model, delivering expert software, hardware, and network troubleshooting, incident management, and technical consultation. During ongoing customer support, the role collaborates closely with customer technical teams, clinical personnel, GE HealthCare resources, and Field Engineers to resolve complex issues, optimize system performance, support customer operations, and drive long-term customer success.\nJob Description\nKey Responsibilities\nAdvanced Technical Support & Incident Management\nProvide advanced remote technical support for GE HealthCare software solutions and customer hardware environments, including coaching customers and field teams on contributing factors such as antivirus software, Cisco networking, Citrix, Microsoft technologies, and third-party infrastructure.\nLead customer escalation meetings, define logical engagement plans, and drive timely issue resolution using appropriate escalation processes.\nApply advanced diagnostic methods and remote support tools to reduce case resolution times and improve Time to Repair (TTR).\nServe as a recognized technical expert for complex customer issues involving software, hardware, networking, cloud, virtualization, and integration technologies.\nProject Support & Implementations\nProvide technical leadership and support for customer implementations, upgrades, migrations, system expansions, and related project activities.\nParticipate in project planning, technical reviews, testing, validation, and go-live support.\nCollaborate with project managers, implementation teams, field resources, and customer stakeholders to ensure successful project execution.\nIdentify, communicate, and help mitigate technical risks that may impact project timelines, system performance, or customer outcomes.\nProvide onsite support as needed during customer implementations, upgrades, migrations, and go-live activities throughout the United States and Canada.\nEscalations, Quality & Productivity\nServe as the senior technical resource for service-related escalations and coordinate corrective action plans with customers, leadership, and cross-functional teams.\nChampion productivity initiatives and serve as a change agent for product serviceability, reliability, quality improvement, trend analysis, and new product introduction (NPI) activities.\nIdentify, lead, and implement process improvements, troubleshooting enhancements, and business process initiatives that improve service delivery and organizational effectiveness.\nAnalyze recurring issues and quality trends and work with engineering and product teams to develop corrective actions.\nKnowledge Management & Tools\nDevelop, approve, and publish Knowledge Management (KM) content to expand technical solutions available to Field Engineers and Technical Support Engineers.\nContribute ideas and participate in continuous improvement initiatives designed to enhance productivity tools, service readiness, and support effectiveness.\nMaintain up-to-date knowledge of GE HealthCare products, service processes, and diagnostic tools to maintain subject matter expertise and trusted advisor status.\nCross-Functional Collaboration & New Product Support\nPartner with Service Engineering, Product Engineering, Development, Quality, and onsite engineering teams to improve product quality, serviceability, and escalation resolution.\nProvide valuable input into new product development, service readiness activities, diagnostic tools, feature enhancements, and overall product quality.\nRepresent Technical Support during design reviews, service readiness activities, and product lifecycle initiatives as required.\nTraining & Mentorship\nCoach and mentor TSE I team members, onsite engineers, and peers to ensure technical and customer-facing skills meet business needs.\nFrequently serve as a Subject Matter Expert (SME) for GE HealthCare software applications, technologies, and support processes.\nLead or co-lead project teams focused on serviceability improvements, reliability initiatives, quality trend analysis, productivity programs, and new product introduction support.\nDocumentation & Workflow\nMaintain timely, accurate, and complete documentation that satisfies all process and quality requirements, including CRM case notes, troubleshooting records, technical findings, and customer communications.\nEffectively manage case workflow and backlog to ensure customer-focused support and timely issue resolution.\nMaintain compliance with all departmental service processes, documentation standards, and quality requirements.\nCustomer-Centric Support\nProvide support within a 24x7x365 customer care environment to ensure customer satisfaction and timely issue resolution.\nBuild and maintain strong working relationships with customer technical teams, clinical staff, project stakeholders, and internal GE HealthCare partners.\nSupport customer success through proactive communication, technical consultation, and continuous service improvement.\nWillingness To:\nSubmit to a background investigation, including verification of employment history, criminal history, and educational background.\nParticipate in required drug screening programs where applicable.\nBe legally authorized to work in the United States without sponsorship or employment restrictions.\nWork overtime, on-call rotations, weekends, and holidays as required.\nComplete customer and vendor credentialing requirements, as necessary.\nRequired Qualifications\nMinimum Qualifications\nFive years of experience as a Technical Support Engineer I (TSE I); or\nA minimum of five years of experience as a Field Engineer II and/or Field Engineer III, or equivalent external experience providing advanced technical support for comparable systems and technologies.\nDemonstrated expertise supporting GE HealthCare software solutions, Cisco network environments, and associated customer hardware infrastructure.\nProven experience in incident management, customer escalation leadership, and technical engagement planning.\nDemonstrated ability to function independently as a senior escalation resource and recognized subject matter expert.\nTechnical Skills\nAdvanced Proficiency With:\nRemote diagnostic and troubleshooting tools, including CRM systems, Common Service Desktop, and other remote support platforms.\nTechnical problem analysis, root cause determination, and corrective action planning.\nStrong Working Knowledge Of:\nNetworking concepts, protocols, and troubleshooting methodologies.\nCisco networking technologies.\nAWS and cloud-based technologies.\nCitrix environments and Microsoft operating systems, server technologies, and infrastructure.\nLinux operating systems, virtualization platforms, Kubernetes, cloud technologies, and monitoring/alerting platforms.\nHL7, interfaces, integration workflows, and legacy healthcare technology integrations where applicable.\nCustomer infrastructure including servers, storage, networking, cybersecurity, and remote access technologies.\nCore Competencies\nExpert troubleshooting and analytical skills with the ability to resolve complex and ambiguous technical issues.\nStrong communication, presentation, and facilitation skills with customers and cross-functional teams.\nAbility to confidently lead project discussions, escalation calls, and customer-facing technical engagements.\nLeadership in change management, quality improvement, service transformation, and productivity initiatives.\nCustomer-focused mindset with a demonstrated history of reducing resolution cycle times and improving Time to Repair (TTR).\nAbility to balance customer priorities, project responsibilities, and operational support requirements within a fast-paced environment.\nWork Conditions\nRemote support position requiring a professional home office environment suitable for customer-facing meetings, project discussions, troubleshooting activities, and technical support engagements.\nEmployee must maintain reliable high-speed internet connectivity and a distraction-free work environment.\nParticipation in an on-call rotation supporting 24x7x365 customer operations.\nFast-paced professional environment supporting mission-critical healthcare operations and customer care delivery.\nAbility to work standard business hours (8:00 AM-5:00 PM CST) and participate in a shared rotation for after-hours, weekend, and holiday support coverage.\nAbility and willingness to travel throughout the United States and Canada, as needed, to support customer implementations, upgrades, migrations, system expansions, project activities, training, escalations, and customer go-live events. Travel is expected to average approximately 4-8 one-week trips per year, based on business needs, project schedules, and customer requirements.\nPreferred Qualifications\nEducation\nBachelor's degree in Engineering, Information Technology, Computer Science, Networking, Healthcare Technology, or a related discipline preferred.\nCertifications\nCisco (CCNA, CCNP)\nMicrosoft certifications\nAWS certifications\nKubernetes or cloud platform certifications\nOther vendor-specific technical certifications relevant to the role.\nAdditional Preferences\nExperience supporting healthcare IT environments.\nExperience working with cloud-hosted clinical applications and monitoring solutions.\nDemonstrated success participating in customer implementations, upgrades, migrations, and enterprise-scale support operations.\nBasic understanding of customer-managed Mobile Device Management (MDM) solutions and mobile devices (Android and iOS), including their integration and use within hospital Clinical Communication and Collaboration (CC&C) ecosystems, such as Epic, Mobile Heartbeat, Vocera, Spectralink, and other clinical mobility and communication platforms.\nFamiliarity with Ascom software applications\nWe will not sponsor individuals for employment visas, now or in the future, for this job opening.\n\nFor U.S. based positions only, the pay range for this position is $108,000.00-$162,000.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.\nAdditional Information\nGE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer . 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