Senior Tech Support Engineer

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

📋 Description

• Deliver remote Tier II technical assistance for FUJIFILM Synapse products.

• Diagnose and resolve product-related issues.

• Evaluate and address monitor alarms.

• Ensure timely responses to customers and manage incoming customer calls.

• Troubleshoot hardware, software, and networking problems related to third-party products supported by FUJIFILM.

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

• Accurately and consistently document troubleshooting activities.

• Adhere to the TAC escalation protocol and pass unresolved cases to the next-level engineer.

• Contribute to well-documented cases for product Knowledge Base articles.

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

• Work collaboratively across different Synapse teams and products.

• Oversee TAC phone system wall boards and ensure appropriate statuses are maintained.

• Fulfill expectations regarding customer surveys, documentation accuracy, case and project completion, and assigned training.

• Meet annual objectives and team-defined performance metrics.

• Engage in after-hours, holiday, overtime, and on-call responsibilities.

• Be prepared for overnight travel on short notice to assist with customer systems when necessary.

• Comply with company quality standards and regulatory compliance policies.

⛳️ Requirements

• Bachelor’s Degree, Trade School Certification (related to the industry), or equivalent industry experience.

• One or more industry-specific certifications in relevant technical fields (preferred certifications include Microsoft, VMware, Cisco).

• Proficiency in Windows OS, including Microsoft Server versions 2012, 2016, 2019, 2022+.

• Understanding of networking principles.

• Familiarity with SQL Server and/or Oracle.

• Outstanding communication and interpersonal abilities.

• Excellent phone etiquette.

• Capability to achieve results and meet objectives in a dynamic team environment.

• Ability to make independent decisions based on the interpretation of technical data and product knowledge.

• Strong organizational and multitasking skills.

• Knowledge of Linux architecture.

• Experience with PostgreSQL.

• Preferred experience with FUJIFILM Synapse Administration.

• Preferred understanding of Synapse application front end.

• Preferred knowledge of Synapse workflows and their implementations.

• Preferred experience with clinical data transfer protocols and interfaces (HL7 and DICOM).

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

• Security Certifications (Security+ or higher) preferred; Security+ certification must be maintained within two years of employment.

• Preferred experience managing RHEL6, RHEL7 servers or downstream server distributions.

• Preferred experience with Shell Scripting in BASH or Python.

• Must maintain and enhance knowledge to be recognized as a TAC Subject Matter Expert in two disciplines within two years.

• Must manage a case workload within 10% of the median of peers.

• Case backlog must remain at or below 25 cases unless approved by management.

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

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

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

• Occasional travel up to 10% may be required.

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

• Some short-notice overnight travel may be necessary.

• Must adhere to U.S. FDA medical device regulatory requirements, ISO 13485 standards, and applicable laws and regulations.

• Successful candidates must agree to comply with facility vendor credentialing and vaccine requirements.

• Successful candidates must be willing to undergo periodic COVID-19 testing and wear a face covering indoors when necessary.

🏝️ Benefits

• Medical, Dental, Vision coverage.

• Life Insurance.

• 401k plan.

• Paid Time Off.

• Overtime compensation for hours worked beyond normal business hours.

• Compensation for on-call rotation is not explicitly stated.

• Flexible work environment.