• Provide remote advanced technical support for GEHC Software and customer hardware, including coaching customers and field teams on contributing factors (e.g., AV, network, Citrix, Microsoft). • Lead customer escalation meetings; define logical engagement plans and drive timely resolution using appropriate escalation processes. • Apply expert diagnostic methods and remote tools to reduce case resolution cycle time and improve remote TTR (time to repair). • Serve as the senior technical resource for service-related escalations; coordinate corrective action plans with customer and team leadership. • Champion productivity programs and act as a change agent in product serviceability, reliability, quality trend analysis, and new product introduction support. • Develop, approve, and publish Knowledge Base (KM) content to expand the technical solutions available to Field Engineers and TSEs. • Provide valuable input to new product development and service readiness, including service diagnostic tools, feature enhancements, and product quality.