Principal National Support Engineer

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

📋 Description

• Lead the resolution efforts for major incidents and manage critical customer cases from start to finish.

• Act as a subject matter expert for assigned product areas.

• Resolve complex escalations related to medical imaging products and various product lines.

• Guide and mentor junior technical support engineers.

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

• Review and prioritize escalations from domestic customers and international partners.

• Present escalated matters to the development team and collaborate with them until resolution is achieved.

• Work alongside TAC and directly engage with customers or international partners as necessary.

• Collaborate with development on special initiatives and new software or product launches.

• Communicate clinically relevant issues to the development team.

• Support marketing and sales with technical answers to RFPs.

• Provide technical support to international partners.

• Offer after-hours on-call support for down sites, available 24/7.

• Work cross-functionally to address complex technical challenges and devise solutions.

• Create, review, and publish documentation and Knowledge Base articles.

• Maintain expert-level knowledge of medical imaging products and associated technologies.

• Handle key customer-site issues and serve as a dedicated technical liaison with development.

• Set timelines for customer action items.

• Facilitate coordination among internal departments to resolve issues.

• Contribute to small and medium-sized projects that enhance support tools or processes.

• Ensure quality, regulatory compliance, documentation accuracy, training completion, and achievement of performance goals.

⛳️ Requirements

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

• 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.

• Possession of leading industry certifications, such as Security Certification (Security+ or higher), current VCP Certification, CISCO Certification, Oracle Certification, Microsoft Certification, and AWS Certification.

• Maintain all currently held industry certifications.

• Extensive working knowledge of current medical imaging products and related technologies.

• Capability to master 3 core product lines and effectively support at least one or more additional products.

• Understanding of U.S. FDA medical device regulatory requirements, ISO 13485 standards, and applicable laws and regulations.

• Willingness to work outside of normal business hours, including overtime, holidays, and participate in an on-call rotation.

• Ability to provide 24/7 support for down sites.

• Availability to travel occasionally, up to 25%, which may include short-notice overnight trips.

• Capability to sit for 75–100% of applicable work time.

• Ability to use hands and fingers for manipulating items such as keyboards for up to 100% of applicable work time.

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

• Capability to perform tasks such as standing, walking, bending, kneeling, stooping, crouching, and/or crawling under a desk.

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

• Ability to reach above head level to work on equipment situated on desks, floors, or server racks within a datacenter.

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

🏝️ Benefits

• Medical, Dental, Vision coverage.

• Life Insurance.

• 401k plan.

• Paid Time Off.

• Flexible working environment.

• Opportunities for continuous education.

• Virtual and/or in-person training sessions.

• On-call support compensation is not specified; overtime, holiday, and after-hours work are required.

• Occasional travel opportunities and requirements of up to 25%.