• Serve as a lifeline for users of platforms and technology • Handle all incoming requests for assistance and resolve issues • Collaborate with internal and external departments • Maintain responsibility for system and user administration for the entire organization • Troubleshoot root cause issues and resolve inquiries through Zendesk or email • Actively participate in projects related to systems integration • Train and educate employees and end users on systems and integrations

• Serve as a technical escalation point for customer-reported issues related to product behavior, data accuracy, and platform performance. • Investigate and reproduce bugs using application logs, databases, and analytics tools; clearly document findings and expected behavior. • Triage, prioritize, and track bugs and technical issues in collaboration with Engineering and Product teams. • Translate customer feedback, support tickets, and usage patterns into clear product requirements and feature requests. • Partner with Product to help shape the product roadmap by identifying recurring customer pain points and high-impact opportunities. • Act as the voice of the customer in internal product and engineering discussions. • Validate bug fixes and product enhancements before and after release to ensure issues are fully resolved. • Assist in defining acceptance criteria, edge cases, and real-world scenarios for new features. • Analyze customer behavior and trends using data tools to proactively identify friction points or adoption issues. • Collaborate with Support and Revenue teams to improve workflows, tooling, and customer communication around product changes. • Create internal documentation, runbooks, and product insights that improve support efficiency and product understanding. • Support launches by helping prepare release notes, internal enablement materials, and customer-facing explanations.

• Develop and maintain Electron-based desktop applications for macOS and Windows. • Maintain and optimize auto-update mechanisms, application packaging, code signing, and version management. • Build and maintain cross-platform build pipelines (macOS / Windows), ensuring compatibility, stability, and optimal performance. • Write testable, maintainable, and refactor-friendly code.

• Acts as expert consultant to guide customer in planning and development of technical solutions • Assists with technical development of proposals, assuring compliance to Customer's specs by working closely with engineering, product managers, and proposal managers • Ability to interpret customer specification and convert to product and system recommendations • Acts as technical support to the commercial teams, providing technical expertise during Customer presentations, demonstrations, evaluations and testing • Assists customers in trouble-shooting and analysis of industrial communications systems • Track issues discovered during demonstration, evaluation, and testing of product and follow through with Technology team to provide a resolution • Lead technical presentations presented to customers in support of sales or service • Provide product training to customers and sales force • Adhere to customer and GE Environmental Health and Safety (EHS) requirements • Assist customers in product testing at customer location • Work directly with customers to influence technical specifications and support sales team to achieve closing key orders • Responsible for the pre-sales technical support of customers and the sales team • Outline, present, and sell the value of GE products and services that can benefit GE's customer needs • Develop and cultivate long-term relationships at all levels of customer organizations • Coordinate with sales teams to make customer calls and presentations and participate in bid meetings and site walk-through meetings with customer as necessary • Support the development of new leads and market opportunities in the Sales Region • Provide an essential link from the customer to marketing, engineering and product development teams • Partner with peers and management to enhance selling techniques and approaches in line with both the region's growth objectives and Grid Automation’s initiatives • Prepare and present technical presentations, white papers, and case studies at industry conferences