Lead Software Support Engineer- SAT
Atlanta , Georgia
October 02, 2016
Job Number



GE Transportation

Business Segment

GET Transportation

About Us

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Posted Position Title

Lead Software Support Engineer- SAT

Career Level




Function Segment

Field Services

Location(s) Where Opening Is Available United States

U.S. State, China or Canada Provinces




Postal Code


Relocation Assistance


Role Summary/Purpose

The GE Transportation product support team is seeking experienced customer support professionals. In this role, you will provide software support and accurate resolutions to all application users via inbound calls and email, while offering a convenient and accessible central point of contact for all users.

Essential Responsibilities

In addition you will:

* Provide application support by providing guidance and resolutions that are specific to each individual caller's needs via email and inbound calls

* Track customer requests, issues, and resolutions from discussion through resolution, and provide status updates to customers as necessary via e-mail and phone call

* Research, document, and perform in-depth investigation using proper issue research protocol to resolve issues prior to further escalation to Support Supervisors and Operations Support

* Provide proactive solutions for continual improvement of customer satisfaction and achievement of Product Support goals

* Have a solid understanding of the underlying infrastructure needed to run a large distributed web application

* Break down problems and estimate time for development tasks

* Make basic technology choices based on experience

* Demonstrate awareness about competitors and industry

* Develop high performing, scaling and innovative end-to-end web applications

* Collaborate with business analysts, architects, frontend developers and software developers to implement solutions that are aligned with and extend shared platforms and solutions

* Apply principles of SDLC and methodologies like Lean/Agile/XP, CI, software and product security, scalability, documentation practices, refactoring and automated testing techniques

* Write code that meets standards and delivers desired functionality using the technology selected for the project

* Understand performance parameters and assess application performance

* Work on core data structures and algorithms and implement them using technology chosen

* Drive world-class quality in the development and support of products

* Take ownership of small tasks and deliver without supervision while using their discretion to seek help when necessary

* Voice opinions and presents clear rationale. Uses data or factual evidence to influence

* Recognizes collaborative behavior and participates in collaborative activities

* Learn organization vision statement and decision making framework. Able to understand how team and personal goals/objectives contribute to the organization vision


* Bachelor's degree from an accredited university or college

* Minimum 2 years experience with Java and JavaScript

Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Desired Characteristics

* Experience in transportation industry, railroad industry, or Software-as-a-Service support is preferred

* Fluent computer skills, internet, and web application support skills

* Experience developing web applications (Spring MVC, RESTful, JAX-WS, Web Services)

* Experience with front-end technologies such as Javascript, HTML5, CSS, jQuery, AngularJS, Web Components

* Experience with database tools (JPA, Spring Data, Hibernate, etc.)

* Experience with modern tooling (Eclipse / IntelliJ, Maven, NPM, Grunt, Git, etc.)

* Strong interpersonal and written communication skills with the ability to communicate clearly and effectively in discussions

* Ability to meet deadlines, prioritize, and handle multiple concurrent projects

* Ability to work independently and manage tasks in a fast-paced environment

* Ability to communicate with customers and stakeholders with appropriate urgency to improve services and relationships

* Have a strong customer service experience with some technical knowledge

* 2 or more years in related position required

* 2 or more years in a high call volume environment preferred

* Bilingual preferred but not required

A little about us:
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