PAC Technical Support Engineering

Job Description Summary
We are seeking a motivated and technically strong and customer-focused Technical Support Specialist (Protection & Control) to join our Grid Automation Technical Support team. This position provides Level 2 post-sales technical support for GE Vernova’s protection and control portfolio, including relays, meters, and associated software used in utility and industrial power systems.
This role serves as the technical interface between Level 1 customer care, field service teams, and senior engineering experts (L3/L4). The successful candidate will support fault analysis, configuration, and commissioning inquiries; assist with product integration into customer systems; and contribute to improving tools and processes across the Grid Automation North America Support Organization.
Job Description
Key Responsibilities:
Provide ongoing technical support and case management daily through phone, email, and other forms of communication.
Investigate technical problems, reproduce issues as required, and interface with Product Line teams to drive customer issues to closure, in a timely manner with a positive outcome
Collaborate with L3/L4 engineering Teams for escalated investigations, ensuring comprehensive problem documentation.
Provide recommendations to customer for upgrades of obsolete products
Maintain accurate records in the quality management and customer relationship management tools (CRM)
Maintain RMA status and documentation.
Identify training opportunities and assume ownership for self-development and training of others
Responsible for monitoring and reporting on cases escalated through the entire GE process
Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
Maintain a status record and update critical case report of open issues for all tier and severity type customer issues
Participate in product line meetings to present, update and drive resolution for open requests
Schedule, lead and prepare customer case summary and metric reports for review with customers as required
Identify firmware issues on relays and diagnose with testing
Maintain professional demeanor and interact at all levels of customer organization
Required Qualifications
Associate's degree from an accredited college or university or equivalent experience
Minimum of 1 year of relevant experience
Ability and willingness to travel up to 25% of the time
Desired Characteristics
Minimum 2 years of experience in power system protection and control
Conveys an understanding of industrial and utility protection, control and communications applications.
Flexible to work on-call, after hours support or modified hours of work to support customer.
Experience using GE Multilin Protection and Control products
Power system automation and communication expertise
Protection and control testing experience using secondary injection methods
Ability to perform post fault power system fault analysis and recommend settings or application modifications
Hands on expertise in configuring and troubleshooting protection and control systems
Experience configuring and troubleshooting 61850 based protection systems
Demonstrates practical experience with protective relay settings, features and network communications
Work efficiently without direct supervision
Strong problem-solving skills
Flexible and adaptable; open to change and modification of tasks
Additional Information
Relocation Assistance Provided: No
This is a remote position

Work arrangement
Yes