Job Description Summary

We are seeking a highly skilled Lead CIC Optical Technical Support Specialist & Trainer to strengthen our global customer experience within GE Vernova’s Critical Infrastructure Communications (CIC) business. This position will play a dual role—supporting the North American Technical Support organization and delivering customer and partner training programs worldwide for GE Vernova’s Lentronics optical networking portfolio.

The successful candidate will combine deep technical expertise with strong communication and instructional skills to deliver exceptional customer support and world-class learning experiences. You will be instrumental in diagnosing complex system issues, supporting customer networks across North America, and enabling knowledge transfer to customers and partners globally through structured training delivery.

Operating with autonomy and close collaboration across functions, this role serves as a bridge between the field, engineering, and product management—driving both immediate issue resolution and long-term product understanding for global customers.

Job Description

Key Responsibilities

Technical Support – North America

• Provide advanced Level 2 post-sales support for Lentronics optical products, including SONET/SDH, MPLS-TP multiplexers, and network management systems.
• Collaborate internally & externally to investigate, reproduce, and resolve complex technical issues.
• Lead detailed system analysis and root cause investigations to drive resolution and customer satisfaction.
• Partner with Product Line, Engineering, and Quality teams to ensure fast and accurate technical solutions.
• Support Sales and Commercial teams on technical queries and design recommendations.
• Participate in 24/7 rotational coverage for priority customer issues as part of the North American Support team.

Customer Training – Global

• Develop, deliver, and continuously improve customer, partner, and internal training programs for Lentronics optical solutions.
• Conduct in-person and virtual training sessions globally, supporting utilities, industrial, and critical infrastructure clients.
• Tailor course content to align with regional needs, customer applications, and emerging technologies.
• Maintain and update training materials, technical documentation, and knowledge base content.
• Provide mentorship and skill development to internal engineers and trainers worldwide.
• Represent GE Vernova at user groups, tradeshows, and global training events, demonstrating system configurations and troubleshooting techniques.

Required Qualifications

• Bachelor’s Degree or Technical Diploma in Electrical Engineering, Computer Science, or related technical field.
• Minimum 3-5 years of experience in Technical Support, Field Service, or Customer Training within telecommunications or industrial networking.
• Strong knowledge of optical communications systems, including SONET/SDH, MPLS-TP, Ethernet, and TCP/IP networking.
• Availability to participate in after-hours technical support rotations when required.

Desired Characteristics

• CCNA/CCNP or equivalent networking certifications.
• Proven experience designing or facilitating global training programs.
• Strong problem-solving, analytical, and interpersonal skills.
• Ability to work independently and manage multiple priorities effectively.
• Customer-first mindset with the ability to adapt communication to technical and non-technical audiences.
• Demonstrated experience delivering technical training to customers or partners in a global context.
• Excellent communication, presentation, and customer engagement skills.
• Ability and willingness to travel regionally and internationally (typically one week at a time, occasionally longer).

Additional Information

#LI-Remote - This is a remote position