CIC Wireless Technical Support Specialist

Job Description Summary

We are seeking a motivated and technically curious Technical Support Specialist (Wireless) to join our CIC Wireless Technical Support team in Rochester, NY. This position provides Level 2 post-sales technical support for GE Vernova's wireless communications portfolio. The successful candidate will be responsible for providing technical support and maintenance for our wireless and wired network infrastructure product lines, including 5G, Fiberoptic, and LTE technologies. This role requires a deep understanding of network systems, exceptional problem-solving skills, and the ability to work collaboratively in a fast-paced environment.

This role acts as the technical bridge between Level 1 customer care and senior Level 3 engineering experts. The successful candidate will help resolve customer issues, replicate field problems in lab environments, and contribute to process improvements across the NAM support organization. Functions with some autonomy but guided by established policies or review of end results.

Job Description

Essential 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
• Facilitate the Return Material Authorization (RMA) process by validating reported failure symptoms and liaising with repair operations.
• Track, update, and maintain accurate RMA status records throughout the repair cycle.
• Collaborate with the Service Repair Organization to ensure customer satisfaction and review repair reports prior to customer release.
• Troubleshoot hardware, firmware and software issues reported by customers; identify root causes through system logs, configuration review, and test replication.
• Configure, test, and validate RF and IP-based network setups including routing, VPNs, VLANs, NAT, and basic QoS settings.
• Collaborate with L3/L4 engineering Teams for escalated investigations, ensuring comprehensive problem documentation.
• Assist with firmware upgrades, device provisioning, and remote network diagnostics to restore customer operations quickly.
• Document troubleshooting findings and contribute to knowledge base articles, FAQs, and training material for internal and external teams.
• Participate in process improvement and KPI reporting activities, ensuring timely, accurate, and professional case management.
• Maintain a high standard of customer communication, setting clear expectations and providing regular status updates.
• Flexible to work on-call, after hours support or modified hours of work to support customer.

• Bachelor's degree in Electrical Engineering, Computer Engineering, or related technical discipline (or equivalent technical experience).
• Minimum 1-2 years of experience in technical support, field service, or network operations with RF, wireless, or IP networking systems.
• Working knowledge of network fundamentals: IP addressing, subnetting, routing, switching, VPN, and firewall concepts.
• Familiarity with diagnostic tools such as Wireshark, ping/traceroute, or terminal-based interfaces.
• Strong written and verbal communication skills in English with a focus on customer clarity and professionalism.
• Ability and willingness to travel up to 15% for customer meetings, training, and internal collaboration.

• Hands-on experience with industrial or utility-grade wireless products (UHF/VHF, cellular, or unlicensed bands).
• Basic understanding of 4G LTE architecture (EPC, RAN, SIM provisioning).
• Knowledge of cybersecurity basics: encryption, authentication, and certificate management