Senior Customer Support Engineer

Job Description Summary

We currently have a Customer Support Engineer position available in Asset Management Customer Support, a division of the GE Digital business providing high-tech, software solutions to the Utility and Telecommunications industries. The Regional Customer Support team works closely with Customers, Business Partners and Distributors throughout Europe, Africa and the Middle East delivering effective first and second line technical support on the full Asset Management Geospatial, Smallworld product suite and Mobile solutions.

The Customer Support Engineer is based out of the Romanian facility in Bucharest, reporting into the Customer Support organization and working closely with the French Customer Support Subject Matter Experts and Engineering functions as well as other delivery centers for process continuity to ensure we continue to build good working relationships and deliver a quality service.

Job Description

You’ll provide expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus.


  • Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects, and providing workarounds to customers (including patches)
  • Able to debug, profile and develop programming language source code as part of third level support
  • Interface with product support groups and development groups to facilitate case resolution
  • Interpret customer needs, assess impact on the customer and prioritize accordingly
  • Encourage customer feedback and escalate major, elusive, or recurrent issues that affect customer satisfaction
  • Provide feedback to development and quality teams and participate in Quality Audits, as necessary
  • Perform on-site/remote customer support when required
  • Good knowledge of, and adherence to, company internal systems and processes. Total commitment to integrity
  • Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing
  • Help grow team expertise through knowledge sharing (showcases, presentations, technical blogs)
  • Contributing to wider Services project work when appropriate, such as testing activities as part of knowledge transfer
  • Participation in regional Rota to deliver out of hours service

Essential requirements:

  • Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent level of experience
  • Fluent in English and French (would be a big plus)
  • Common Development skills and proven knowledge of at least one programming language
  • Good customer facing skills, managing interactions to establish credibility and trust
  • Able to develop and execute against a delivery plan
  • Good presentation and communication skills
  • Able to prioritise and multi-task as well as to work as part of a regional team
  • Experience with at least one technology out of Web Technologies, Kubernetes and Dockers, Relational Database Systems

Desired Characteristics:

  • Able to work as part of a team
  • External focus – creates processes with customer viewpoint and impact in mind and goes above and beyond to ensure customer satisfaction
  • Experience of the telecoms, electricity, or other utility domains
  • Experience of Citrix, VMware, Cloud & containerization (e.g. K8) technology
  • IT expertise – hardware specifications, troubleshooting, filesystems etc.
  • DevOps and agile methodology awareness
  • A GIS/geospatial background is advantageous, prior involvement with Smallworld GIS products and Magik language is particularly sought after
  • Database Administration skills (e.g., Oracle, SQL Server)
  • Awareness of established best practice service methodologies such as ITIL and Prince2

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