Senior Customer Support Engineer

Job title: Senior Customer Support Engineer

Company: GE Digital

Job description: Job Description Summary . Establishing a strong and trusted customer relationship, representing GE Support across customer’s full lifecycle engagement . Delivering critical support services and providing dedicated Customer Support ownership across key customer accounts . Championing the technical delivery of customer support across complex customer solutions & multiple product suites Job Description Responsibilities: First and second level support & case management for problem resolution, technical analysis of complex customer application issues, reporting defects and providing workarounds to customers (including patches) Driving frequent customer reviews to manage the support service delivery, report on performance and ensure proactive engagement, such as weekly case reviews, contractual SLA management, coordinating the maintenance team activities and awareness of scheduling activities required for both GE & customer Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing, including knowledge sharing (showcases, presentations, blogs) Identify and coordinate resources necessary to solve issues escalating and coordinating multiple teams of expertise (domain, product, engineering, partner) where required to ensure SLAs are met Engaging with sales, commercial and project delivery teams to secure successful handover into support, to champion customer success quality and agreed support handover acceptance criteria Coordination of subject matter expertise across multiple teams to deliver successful and stable support operations, during the project phase and into stable operational support Champion process improvement and return on experience to deliver customer success Essential Skills Bachelor’s Degree in Computer Science or ‘STEM’ Majors (Science, Technology, Engineering and Math) or comparable discipline from an accredited university or equivalent 5+ years of Support Experience Professional customer facing delivery expertise in the utility or telco domain Demonstrable experience influencing multi-disciplinary teams Excellent customer facing skills, managing interactions to establish credibility and trust Able to develop and execute against a delivery plan Excellent fluent written and verbal English skills Effectively communicate both verbally and in writing with peers and team members as an inclusive team member Able to prioritise and multi-task as well as to work as part of a regional team External customer focus understanding customer business processes Desirable skills Smallworld utility (EO) or telco (PNI) domain expertise essential, Smallworld 5 preferred Smallworld Database and System Administration experience (e.g. VMDS, superfiles, backup and recovery etc.) P rogramming skills (e.g. Magik, Python, Java) and web technologies (Javascript, HTML5, CSS, AngularJS) appropriate for customer support e.g. debugging, code analysis and developing workarounds Experience of the electricity and/or other utility domains (including telco) Commercial or sales experience with an understanding of scope definition, work estimation, cost, resourcing & planning as well as service delivery and execution DevOps and agile methodology awareness IT expertise – hardware specifications, troubleshooting, file-systems etc. Experience in UNIX and/or Windows operating systems Awareness of established best practice service methodologies such as ITIL and Prince2 Experience of Citrix, VMware, Cloud computing (e.g. AWS and Azure) & Containerization (e.g. Docker and Kubernetes) technology Database Administration skills (e.g., Oracle, SQL Server, Oracle Spatial, Postgres)

Expected salary:

Location: Noida, Uttar Pradesh

Job date: Sat, 27 May 2023 07:59:22 GMT

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