Sr Tech Support Engineer MI -1 (for medical imaging devices)

Fujifilm•Remote,

19d•Remote

About The Position

The Senior Technical Support Engineer, MI – I (Tier 1) provides highly visible remote technical support across product lines for HCUS customers, with a focus on complex issues involving Synapse products. The engineer is expected to resolve most assigned cases and produce in-depth documentation for issues that cannot be resolved. The role requires sound independent decision-making, time management, and organizational skills. The position supports customers through troubleshooting, resolving issues, assessing and clearing monitor alarms, and responding to customer calls. It also involves work on third-party hardware, software, and network issues sold or supported by FUJIFILM; collaboration with peers and other teams; accurate case documentation; and timely escalation when issues cannot be resolved. The engineer monitors TAC phone-system statuses and is expected to meet customer satisfaction, documentation, case and project completion, training, and performance goals. Working outside normal business hours, overtime, holidays, and participation in an on-call rotation are required. Some short-notice overnight travel may be needed to work on customer systems; occasional travel of up to 10% may be required. The position requires compliance with company quality and regulatory policies, U.S. FDA medical-device regulations, ISO 13485 requirements, and other applicable laws and standards.

Requirements

Bachelor’s degree, industry-related trade school certification, or equivalent industry experience.
One or more industry-specific certifications in a relevant technical background.
Working knowledge of Windows operating systems, including Microsoft Server 2012, 2016, 2019, and 2022 or later; networking; SQL Server; and/or Oracle.
Knowledge of current network technologies.
Superior communication and interpersonal skills and 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 multitasking skills.
Knowledge of Synapse workflows and their implementations.
Knowledge of clinical data transfer protocols and interfaces, including HL7 and DICOM.
Maintain Security+ certification or higher.
Maintain and expand knowledge to qualify as a TAC subject matter expert in two disciplines.
Maintain a case workload within 10% of the median of peers, at a minimum.
Keep case backlogs at or below 25 cases, excluding escalated cases, unless management approves otherwise.
Ability to sit for up to 75–100% of applicable work time.
Ability to use hands and fingers to feel and manipulate items, including keyboards, for up to 100% of applicable work time.
Ability to stand, talk, and hear for 75% of applicable work time.

Nice To Haves

FUJIFILM Synapse Administration experience.
Working knowledge of Synapse workflows and their implementations.
Working knowledge of clinical data transfer protocols and interfaces, including HL7 and DICOM.
Knowledge of the Synapse application front end.
Knowledge of medical informatics architecture, including VMware and storage solutions.
Knowledge of Linux architecture.
Experience using PostgreSQL.
Industry-specific certifications in a relevant technical background, such as Microsoft, VMware, or Cisco certifications.
Security certifications, such as Security+ or higher.

Responsibilities

Remotely troubleshoot and resolve issues with Synapse products, assess and clear monitor alarms, and provide customers with timely responses.
Address third-party hardware, software, and network issues sold or supported by FUJIFILM.
Use FUJIFILM knowledge resources effectively during troubleshooting.
Collaborate with peers and other team members on complex technical issues.
Document cases throughout troubleshooting, including in-depth evaluations of unresolved issues.
Follow the TAC escalation process and move unresolved cases to the next-level engineer in a timely manner.
Answer and facilitate incoming customer calls, communicate effectively with customers, and document interactions in cases.
Work cross-functionally with other Synapse teams and products as required, and perform other assigned duties.
Monitor TAC phone-system wall boards and maintain appropriate statuses.
Meet expectations for customer surveys, documentation accuracy and consistency, timely case and project completion, and assigned training.
Maintain yearly goals and team-level metrics, including workload and backlog expectations.
Work outside normal business hours, overtime, holidays, and participate in an on-call rotation.
Travel on short notice, including overnight travel, to work on customer systems when business needs require.
Follow company quality and regulatory compliance requirements, including applicable U.S. FDA and ISO 13485 requirements.