Join GE Healthcare, a global leader in medical technology and digital solutions, and contribute to improving lives in critical moments. This role offers a significant opportunity to develop impactful healthcare products within a globally distributed team. You will be instrumental in the ongoing support and enhancement of software developed by our Healthcare Digital teams. Success in this position hinges on robust analytical and troubleshooting skills, coupled with a collaborative spirit across engineering, product, and operations.

We are seeking a candidate who possesses a deep understanding of product architecture and workflows. The ability to clearly articulate technical challenges and solutions to customers, and to confidently manage escalations, is highly valued. At GE Healthcare, we empower you to turn ambitious ideas into world-changing realities, fostering a culture where every contribution builds a healthier future.

Lead the resolution of install base issues by identifying root causes, implementing solutions, and updating code or procedures to prevent future occurrences. Provide technical guidance and mentorship to development teams, acting as a key technical point of contact. Serve as a subject matter expert for product technical implementation and usage scenarios.

Facilitate seamless coordination between L4 Engineering, customers, regional support teams, field service, product management, and engineering departments. Develop and maintain Standard Operating Procedures (SOPs), checklists, templates, and workflows for installed base support. Manage daily L4 operations, including prioritizing tasks, distributing tickets, tracking dependencies, and resolving operational or technical impediments.

Coordinate system migrations, product upgrades, and cloud rollout activities, encompassing prerequisite planning, readiness assessment, dependency management, and implementation oversight. Establish a reliable system for KPI data collection and regularly publish dashboards covering response times, resolution rates, SLA adherence, backlog management, and escalation trends. Analyze recurring field, software, and support issues to drive corrective actions through defect reviews and cross-functional collaboration. Develop and update troubleshooting guides, technical documentation, and knowledge base content to enhance support capabilities. Champion standardization, automation, documentation, training, and improved self-service options.

A Bachelor’s Degree in Computer Science or a STEM field is required, along with a minimum of 10 years of professional experience. Candidates must possess at least 5 years of experience in one or more programming languages such as Java, C, C++, or C#.

Proficiency in scripting languages like Python, SQL, and Bash, along with experience in automation tools, is essential. Familiarity with cloud platforms like AWS and monitoring tools such as Prometheus and Grafana is expected. A strong grasp of healthcare interoperability standards and workflows, including DICOM, PACS, IHE workflows, and HL7 standards, is critical.

Experience leading install base products and teams is advantageous. Exposure to Agile methodologies, their underlying theories, and techniques is preferred. Exceptional debugging, problem-solving, and analytical abilities are paramount. The capacity to prioritize multiple tasks effectively while maintaining high-quality service is a key requirement.