CIC Wireless Technical Support Specialist

Summary: GE Vernova is seeking a motivated and technically curious Technical Support Specialist (Wireless) to join their CIC Wireless Technical Support team in Rochester, NY. The successful candidate will provide Level 2 post-sales technical support for GE Vernova’s wireless communications portfolio, including troubleshooting network issues and collaborating with engineering teams to resolve customer problems. 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 Required Qualifications: - 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 Preferred Qualifications: - 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 - Experience with Salesforce or equivalent CRM/ticketing systems - Demonstrated curiosity, ownership, and ability to work both independently and collaboratively - Certifications such as CompTIA Network+ or Cisco CCNA are an asset - Ability to work independently and as part of a team Required Skills: Network fundamentals, Technical support experience, RF, IP networking Important Skills: Wireshark, Salesforce, CompTIA Network+ Nice-to-Have Skills: communication skills, Problem-solving skills, Team collaboration Benefits: Medical, Dental, Vision, Prescription drug coverage, Access to Health Coach from GE Vernova, a 24/7 nurse-based resource, Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services, The GE Vernova Retirement Savings Plan, A tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, Access to Fidelity resources and financial planning consultants, Tuition assistance, Adoption assistance, Paid parental leave, Disability benefits, Life insurance, 12 paid holidays, Permissive time off