Senior Tech Support Engineer

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

📋 Description

• Remotely diagnose and resolve issues related to FUJIFILM Synapse products.

• Evaluate and address monitor alarms.

• Deliver prompt customer support and assist with incoming customer inquiries.

• Troubleshoot third-party hardware, software, and network issues that are sold or supported by FUJIFILM.

• Work collaboratively with colleagues and Lead Team members on intricate technical challenges and innovative solutions.

• Document troubleshooting efforts and adhere to the TAC escalation protocol.

• Promote well-documented cases as entries in the product Knowledge Base.

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

• Collaborate across different Synapse teams and products.

• Monitor the TAC phone system wall boards and ensure accurate status updates.

• Meet expectations regarding customer surveys, documentation, case management, project work, training, workload, and backlog.

• Be available for after-hours support, overtime, holiday work, and on-call duties.

• Occasionally travel, including short-notice overnight trips, as required by business needs.

• Adhere to company quality standards, regulatory requirements, U.S. FDA guidelines, ISO 13485, and relevant legal obligations.

⛳️ Requirements

• Bachelor's Degree, Trade School Certification (in a related field), or equivalent industry experience.

• One or more relevant industry-specific technical certifications; Microsoft, VMware, or Cisco certifications are preferred.

• Proficiency in Windows OS, including Microsoft Server versions 2012, 2016, 2019, and 2022 or later.

• Knowledge of networking, SQL Server, and/or Oracle.

• Exceptional communication and interpersonal skills, with a professional phone demeanor.

• Ability to deliver results and meet objectives in a fast-paced team environment.

• Capacity to make independent decisions based on technical data and product expertise.

• Strong organizational and multitasking capabilities.

• Familiarity with Linux Architecture.

• Experience using PostgreSQL.

• Previous experience with FUJIFILM Synapse Administration is preferred.

• Understanding of Synapse application front end, workflows, and implementations is preferred.

• Familiarity with HL7 and DICOM clinical data transfer protocols and interfaces is preferred.

• Working knowledge of medical informatics architecture, VMware, and storage solutions is preferred.

• Security+ certification or higher is preferred.

• Experience managing RHEL6, RHEL7, or related distributions is preferred.

• Experience with Bash or Python shell scripting is preferred.

• Must maintain Security+ certification or a higher level within two years of employment.

• Must become a TAC Subject Matter Expert in two disciplines within two years.

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

• Ability to use hands and fingers to manipulate items, including keyboards, for up to 100% of the applicable work time.

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

• Occasional travel, up to 10%, may be necessary.

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

• Must comply with applicable U.S. FDA medical device regulations and ISO 13485 standards.

🏝️ Benefits

• Medical coverage.

• Dental insurance.

• Vision care.

• Life insurance.

• 401k plan.

• Paid Time Off.

• Remote work options.

• Equal opportunities in terms of compensation, benefits, and training.