• Provide remote support to customers experiencing technical or application workflow issues, displaying in-depth technical knowledge of the technology in the Software Products. • Meet with customers as necessary, analyze their needs, and provide insights into products and their functionality. • Differentiate with exceptional customer service and actively integrate user experience and outcomes. • Provide ongoing post-installation consultation and support for clinical configuration. • Support existing customers with scheduled customer success meetings to share clinical applications knowledge through coaching and customer relationship building. • Offer advanced customer support in a 24x7 environment. • Write or contribute to user/technical documentation and case notes. • Act as a resource, coach, and mentor, including serving as a functional resource to staff and customers. • Identify knowledge gaps and trends to develop training and build the skills of fellow engineers. • Serve as an escalation point within the team to increase knowledge and reduce escalations. • Monitor team goals in support of departmental and corporate strategies, manage service requests queue, and analyze reporting (service response rate, team/individual stats, NPS, staffing, overall performance). • Maintain customer relationships and communicate relevant product and/or customer concerns or opportunities to team leadership. • Conduct business evaluations and document findings within agreed turn-around times. • Correlate theoretical knowledge with clinical and product information to provide clinicians with the skills to obtain optimal performance from GE Healthcare equipment. • Analyze and resolve complex application/software issues with minimal assistance, using a wide range of debugging techniques. • Follow GEHC standards and advance the use of GEHC coding conventions, debugging techniques, tools, and documentation.