Senior Tech Support Engineer
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Job Description
Tier II engineer remotely troubleshooting FUJIFILM Synapse medical imaging products and related infrastructure. Supporting healthcare customers, escalating complex cases, and maintaining technical and regulatory standards.
Responsibilities:
- Provide remote Tier II technical support for FUJIFILM Synapse products
- Troubleshoot and resolve product issues
- Assess and clear monitor alarms
- Provide customers with timely responses and facilitate incoming customer calls
- Troubleshoot third-party hardware, software, and network issues sold or supported by FUJIFILM
- Collaborate with peers and Lead Team members on complex technical issues and innovative solutions
- Document troubleshooting activities accurately and consistently
- Follow the TAC escalation process and transfer unresolved cases to the next-level engineer
- Promote well-documented cases for product Knowledge Base articles
- Maintain expert working knowledge of medical imaging products and related technologies
- Work cross-functionally with other Synapse teams and products
- Monitor TAC phone system wall boards and maintain proper statuses
- Meet expectations for customer surveys, documentation accuracy, case and project completion, and assigned training
- Achieve yearly goals and team-defined metrics
- Participate in after-hours, holiday, overtime, and on-call coverage
- Travel overnight on short notice to work on customer systems when needed
- Adhere to company quality and regulatory compliance policies
Requirements:
- Bachelor’s Degree, Trade School Certification (Industry related), or Industry Experience Equivalent
- One or more industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred)
- Knowledge of Windows OS, including Microsoft Server 2012, 2016, 2019, 2022+
- Knowledge of networking
- Knowledge of SQL Server and/or Oracle
- Superior communication and interpersonal skills
- Excellent phone manner
- Ability to achieve results and meet goals in a fast-paced, team environment
- Ability to make independent decisions based on interpretation of technology data and product knowledge
- Excellent organizational and multi-tasking skills
- Knowledge of Linux Architecture
- Experience using PostgreSQL
- FUJIFILM Synapse Administration experience preferred
- Knowledge 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) preferred
- Working knowledge of medical informatics architecture (VMware and Storage Solutions) preferred
- Security Certifications (Security+ or higher) preferred; Security+ certification must be maintained within two years of starting
- Experience managing RHEL6, RHEL7 servers or downstream server distributions preferred
- Experience with Shell Scripting in BASH or Python preferred
- Must maintain and expand knowledge to be designated as a TAC Subject Matter Expert in two disciplines within two years
- Must maintain a case workload within 10% of the median of peers
- Case backlog must stay at or below 25 cases unless approved by management
- Ability to sit up to 75–100% of applicable work time
- Ability to use hands and fingers to feel and manipulate items, including keyboards, 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 required
- Must work outside normal business hours, overtime, holidays, and participate in an on-call rotation
- Some short-notice overnight travel may be required
- Must comply with U.S. FDA medical device regulatory requirements, ISO 13485 requirements, and applicable laws, regulations, and standards
- Successful candidates must be willing to comply with applicable facility vendor credentialing and vaccine requirements
- Successful candidates must be willing to periodically test for COVID-19 and wear a face covering indoors when required
Benefits:
- Medical, Dental, Vision
- Life Insurance
- 401k
- Paid Time Off
- Overtime pay for work outside normal business hours
- On-call rotation compensation is not explicitly stated
- Flexible environment
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