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Customer Support Engineer
Ge Vernova
Provide technical support and troubleshooting for GE Proficy manufacturing software systems and applications.
21d ago
Experienced (8-12 years), Expert & Leadership (13+ years), Junior (1-3 years), Intermediate (4-7 years)
Full Time
Reynosa, Tamaulipas, Mexico
Hybrid
Company Size
76,800 Employees
Service Specialisms
Energy Services
Digital Solutions
Sustainability
Smart Grid Technologies
Consulting
Sector Specialisms
Power
Gas Power
Steam Power
Nuclear
Hydro Power
Wind
Onshore Wind
Offshore Wind
Role
What you would be doing
software support
conflict resolution
process improvement
customer relations
problem solving
case management
- Provide advanced customer support in 24x7 environment.
- Guides the conversation in a constructive manner; asks questions to uncover the critical information required to make decisions.
- Serve as the initial point of contact for technical issues related to GE Proficy manufacturing software systems and applications.
- Follow/establish external escalation path and effectively diffuse customer conflicts and bring to resolution.
- Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
- Fosters a strong working relationship with customers to understand their needs and concerns; can think from the client’s perspective.
- Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements at hand.
- Participate in knowledge-sharing initiatives and contribute to internal knowledge bases.
- Collaborate with cross-functional teams to improve support processes and documentation.
- Maintain accurate records of support cases and resolutions in Salesforce & ServiceNow.
- Research and troubleshoot issues involving all aspects of software solutions, including user interface, network and communication connectivity and performance, cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
- Manage individual caseload to meet defined goals around time to solve, case age, inactivity, and utilization.
- Troubleshoot and identify product problems for presentation to engineering or cloud infrastructure teams for resolution or disseminate appropriate information necessary to correct configuration issues.
What you bring
apache
iis
sql
postgres
python
problem-solving
- Web Server: Apache, IIS
- Ability to stay calm in pressurized situations and coach people through solving problems.
- Able to legally work in Mexico. This position can work remotely within the cities in which this role has been advertised.
- Strong problem-solving skills and attention to detail.
- Databases: SQL, Postgres
- Highly motivated team-player.
- Operating Systems: Windows, Linux
- Programming: REST API, Python, Java, SQL
- Ability to work independently with minimum direction.
- Effective written and oral communication skills in English and Spanish.
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or equivalent experience.
- Networking, Security, SSL/TLS Certificates
- Familiarity with GE Proficy MES or similar industrial software platforms preferred.
- Exceptional troubleshooting, customer service, and analytical skills.
- Knowledge of cloud platforms (AWS, Azure) and virtualization technologies.
- Experience in manufacturing or industrial software sector.
- Information Technology
- Experience with ticketing systems (e.g., ServiceNow, Salesforce, Azure DevOps) and remote support tools.
- May be required to work overtime, on-call or weekends.
- Relocation Assistance Provided: No
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- candidates must pass a background check.
People also searched
Company
Overview
April 2024
Founded
The company emerged from the spin-off of GE's energy units in April 2024.
>$10B Quarterly Revenue
Revenue Growth
Achieves over $10 billion in quarterly revenue, driven by demand for power infrastructure and digital solutions.
$3B
Wind Turbine Backlog
Maintains a significant backlog in wind turbine orders, reflecting strong market demand.
25%
Global Electricity Supply
Contributes to generating 25% of the world’s electricity through its installed turbines and grids.
- Traces roots back to Edison and Alstom, merging power, renewable, digital & financial wings.
- Headquartered in Cambridge, MA, crafts large-scale gas turbines, SMRs, wind turbines, hydro and grid tech to fuel economies.
- On the nuclear front, advancing small modular reactors (like BWRX‑300) in partnership with utilities and supporting semiconductor projects.
- Wind prowess spans onshore, offshore and blade making—with key sites like Dogger Bank offshore and blade plants in Spain.
- Electrification arm tackles grid stability: HVDC, transformers, storage, conversion, plus GridOS software powering smarter infrastructure.
- Weaves finance and consulting through energy-infrastructure investments, funding solar farms to pipelines via GE Energy Financial Services.
- Relentlessly focused on advancing the world’s transition to cleaner, more sustainable energy.
- Believes in working with customers, partners, and communities to create innovative energy solutions that make a meaningful difference.
- Prioritizes excellence, integrity, and accountability in everything they do.
- Committed to driving real change through technology and partnerships that will transform the global energy landscape.
2050 target
Net zero commitment
Committed to achieving net zero carbon emissions by 2050.
- Focused on reducing emissions through advanced energy technologies.
- Maximizing use of renewable energy sources and leveraging digital solutions for energy efficiency.
- Solutions aim to decarbonize industries and help customers meet their sustainability goals.
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