Senior Tech Support Engineer – Level 2 Support, Medical Device Software

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

📋 Description

• Deliver remote Level 2 technical support for FUJIFILM Synapse medical device software products.

• Remotely diagnose and resolve product-related issues.

• Evaluate and clear monitor alarms.

• Provide prompt responses to customer inquiries.

• Troubleshoot third-party hardware, software, and network issues associated with FUJIFILM products.

• Utilize FUJIFILM knowledge resources during the troubleshooting process.

• Collaborate with colleagues and team members on intricate technical challenges.

• Document cases throughout the troubleshooting process.

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

• Handle incoming customer calls and document interactions within cases.

• Work collaboratively with other Synapse teams and products.

• Monitor TAC phone system wallboards and maintain accurate status updates.

• Meet expectations regarding customer surveys, documentation accuracy, and completion of cases, projects, and training.

• Achieve yearly goals and team-defined metrics.

• Be available to work outside regular business hours, including overtime, holidays, and on-call rotations.

• Travel on short notice for overnight assignments as required to work on customer systems.

• Follow company quality standards, regulatory requirements, policies, and procedures.

• Comply with U.S. FDA medical-device regulations, ISO 13485, and other relevant regulatory requirements.

⛳️ Requirements

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

• One or more industry-specific certifications relevant to the technical background; Microsoft, VMware, and Cisco certifications preferred.

• Proficient understanding of Windows OS, including Microsoft Server versions 2012, 2016, 2019, 2022+.

• Familiarity with networking, SQL Server, and/or Oracle.

• Knowledge of current network technologies.

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

• Capability to achieve results and meet objectives in a fast-paced team environment.

• Ability to make independent decisions based on technology data and product knowledge.

• Outstanding organizational and multitasking abilities.

• Understanding of Synapse workflows and implementations.

• Familiarity with clinical data transfer protocols and interfaces, including HL7 and DICOM.

• Maintain Security+ Certification (or higher).

• Continuously expand knowledge to become a TAC Subject Matter Expert in two disciplines.

• Manage case workload within 10% of the median of peers.

• Keep case backlogs at or below 25 cases, excluding escalated cases, unless approved by management.

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

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

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

• Occasional travel up to 10% may be necessary.

• Willingness to adhere to applicable U.S. FDA, ISO 13485, facility credentialing, vaccination, testing, and face-covering requirements as applicable.

🏝️ Benefits

• Dynamic and flexible work environment.

• Opportunities for overtime.

• Company-sponsored training and required training assignments.

• Participation in on-call rotations.

• Equal opportunities in compensation, benefits, and training.

• Reasonable accommodations during the application and selection process.