Senior End User Support Engineer

GE Vernova

. Provide initial triage and handle increasingly complex issues .

Posted 10/9/2026full-timeRemote • United StatesSenior💰 $78,800 - $131,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer applications engineering support with a strong focus on problem resolution, technical communication, and customer satisfaction. Proficient in utilizing customer contact software and knowledge management systems to enhance service delivery and operational efficiency.

Highest-signal resume keywords

Customer Applications Engineering SupportTechnical CommunicationKnowledge Management SystemsQuery WritingAsset Performance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Contact SoftwareError Log ReviewSource Code AnalysisNetwork ProtocolsSoftware Operating SystemsData ProtocolsTechnical AptitudeCritical ThinkingProblem ResolutionService Practices

Soft Skills

Excellent Communication SkillsCustomer FocusCollaborative Team ApproachAttention to DetailAbility to Work Independently

Tools & Technologies

SplunkAppDynamicsFlowdock

Industry Keywords

Asset StrategyAsset IntegritySmartSignalAPM ImplementationLEAN Culture

Tech Stack

Tools & technologies

Splunk

About the role

Key responsibilities & impact

Provide initial triage and handle increasingly complex issues
Gather and accurately record complete information about customer issues in customer contact software
Identify problematic processes and applications, review error logs and source code, and determine reproduction paths
Own and resolve escalated product issues via telephone, email, or in-person meetings within SLA timeframes
Document customer contacts clearly and promptly in the knowledge management system
Communicate technical responses and resolution steps clearly to customers
Collaborate with management on escalated issues through troubleshooting review, workflow analysis, error-message review, and testing
Research knowledge-base articles, issue tracking systems, and product documentation to resolve known issues and increase first-contact closure rates
Create knowledge-base articles for resolved unknown issues
Provide a positive customer experience for every contact
Maintain in-depth knowledge of GE products, support protocols, customer contact software, and departmental procedures
Identify opportunities to reduce future support burden
Participate in key initiatives as a project member and execute defined tasks to achieve project goals
Resolve day-to-day issues related to strategy implementation and escalate issues affecting clients or strategic initiatives
Lead end-to-end customer efforts for CSAT and drive customer demand in Brazil and Europe
Work with the team on continuous quality improvement and implement LEAN culture in daily work

Requirements

What you’ll need

Bachelor's degree with emphasis in Computer Science, Information Systems, or a similar field
8 years of documented customer applications engineering support in a technical support environment
Prior experience in Asset Performance Management, Asset Strategy, Asset Integrity, SmartSignal, and APM implementation and support preferred
Ability to work with clients and internal groups to resolve issues
Technical aptitude to learn new software products and customer handling techniques
Applied knowledge of common service practices and customer handling techniques
Understanding of network protocols, software, operating systems, communications, and data protocols
Hands-on experience in query writing and using Splunk, AppDynamics, and Flowdock
Fluent in English
Ability to manage aggressive deadlines while maintaining strategic outcomes
Ability to communicate effectively with technical and non-technical communities
Ability to understand and communicate complex business and technical concepts clearly and accurately
Demonstrated customer focus
Ability to deliver on-time and on-budget
Critical thinking and disciplined approaches to resolving issues and defining solutions
Excellent communication skills and ability to interface with customers with confidence and clarity
Ability to work independently on projects and strong attention to detail
Highly collaborative, team-oriented approach
Legally authorized to work in the United States
Successful completion of a drug screen, as applicable

Benefits

Comp & perks

Discretionary annual bonus
Medical, dental, vision, and prescription drug coverage
Health Coach access
Employee Assistance Program
GE Vernova Retirement Savings Plan
Tax-advantaged 401(k) savings opportunity with company matching contributions
Company retirement contributions
Fidelity resources and financial planning consultants
Tuition assistance
Adoption assistance
Paid parental leave
Disability benefits
Life insurance
12 paid holidays
Permissive time off
Professional development
Relocation assistance not provided