Job Description Summary

The Customer Support Engineer is responsible for providing technical support and maintenance services for GE Vernova ADMS and related Grid Software Solutions. The role focuses on troubleshooting, incident management, root cause analysis, customer engagement and continuous service improvement

Job Description

Key Responsibilities

• Provide technical support for customer production environments across EMEA.
• Analyse, troubleshoot and resolve complex software, system, network and database issues.
• Perform root cause investigations and manage incidents through resolution.
• Work within SLA-driven support processes and participate in on-call support.
• Collaborate with Engineering, Product, Delivery and Quality teams.
• Support deployments, upgrades and configuration changes.
• Build trusted customer relationships and provide technical guidance.
• Drive continuous improvement and knowledge management.

Required Qualifications

• Bachelor's Degree in Engineering, Computer Science or equivalent experience.
• Strong experience supporting complex software systems.
• Experience in customer-facing technical support environments.
• Knowledge of Windows Server, Red Hat Linux, Oracle SQL, networking, virtualization, scripting and enterprise software support.
• Strong written and verbal English communication skills.

Preferred Experience

• ADMS, SCADA, EMS or utility software environments.
• Critical National Infrastructure support.
• High-availability and mission-critical systems.
• Utility operations and distribution network knowledge.

Desired Characteristics

• Customer-first mindset.
• Strong analytical and troubleshooting capability.
• Excellent communication and stakeholder management.
• Calm under pressure during critical incidents.
• High ownership and accountability.
• Collaborative team player.
• Continuous improvement mindset.
• Strong judgement, resilience and adaptability.
• Ability to explain technical concepts to non-technical audiences.

Travel Requirements

• Up to 15% travel as business needs require.

Additional Information

Candidates should be aware that this role involves a client's critical infrastructure; shortlisted candidates would therefore be subject to heightened security checks as directed by our clients. All personal data will be handled with the utmost confidentiality and in accordance with our data protection policies, solely for recruitment and security purposes.