Principal National Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the resolution of major incidents and take full ownership of critical customer cases from start to finish.

• Serve as a Subject Matter Expert in designated product areas.

• Troubleshoot complex Tier 3 escalations related to medical imaging products.

• Attain mastery in three core product lines and provide support for at least one additional Fujifilm product.

• Mentor junior technical support engineers to enhance their skills.

• Deliver advanced technical training to the TAC, Upgrade, and Project Engineering teams.

• Evaluate and triage domestic customer escalations, collaborating with Development to achieve resolution.

• Assess and triage International Partner escalations, working with Development until resolved.

• Work collaboratively with TAC, domestic customers, and International Partners until issues are resolved.

• Act as a technical liaison to Development for customer-site challenges and special projects.

• Provide support for new software and product releases.

• Communicate clinically relevant issues to the Development team.

• Assist Marketing and Sales with technical inquiries related to RFPs.

• Offer technical support to International Partners.

• Provide 24/7 after-hours on-call support for down sites.

• Collaborate across departments to address complex technical issues and devise solutions.

• Maintain and publish technical documentation and Knowledge Base articles.

• Keep expert knowledge of medical imaging products and related technologies.

• Offer guidance to team members.

• Facilitate internal departmental coordination for effective issue resolution.

• Set customer timelines for action items.

• Contribute to small- and medium-sized projects aimed at enhancing support tools or processes.

• Maintain certifications, broaden product-line expertise, respond to escalations within required timeframes, and conduct training both virtually and in-person.

⛳️ Requirements

• Master's degree (preferred) with 6 years of industry experience, or a Bachelor's degree with 8 years of industry experience, or a comparable work experience of over 10 years in the industry.

• Leading industry certifications, including but not limited to:

• Security Certification (Security + or higher)

• Current VCP Certification

• CISCO Certification

• Oracle Certification

• Microsoft Certification

• AWS Certification

• A minimum of ten (10) years of progressive experience as a Technical, Systems, Software, or Quality Assurance Engineer in Medical IT and/or Imaging products.

• Ability to sit for 75-100% of applicable work time.

• Capability to use hands and fingers for tasks such as feeling and manipulating items, including keyboards, for up to 100% of applicable work time.

• Ability to stand, talk, and listen for 75% of applicable work time.

• Capacity to lift and/or move items weighing up to 50 pounds frequently.

• Ability to reach above head to work on equipment located on a desk, floor, or server rack in a datacenter.

• Proficient in typing and using hand tools such as screwdrivers, pliers, and wrenches.

• Occasional travel of up to 25% may be necessary.

• Must be available for work outside normal business hours, including overtime, holidays, and participation in an on-call rotation.

• Short-notice overnight travel may be required.

• Compliance with U.S. FDA medical device regulatory requirements, ISO 13485 requirements, and all applicable laws, regulations, and standards.

🏝️ Benefits

• Medical, Dental, Vision coverage.

• Life Insurance.

• 401k plan.

• Paid Time Off.