Senior Technical Support Engineer, MI - I

Jobgether

13d • Remote

About The Position

This role provides advanced remote technical support for complex healthcare imaging and enterprise software systems, ensuring seamless operations for customers across multiple product lines. You will troubleshoot, resolve, and document technical issues while acting as a critical escalation point for challenging cases. The position requires strong problem-solving, communication, and decision-making skills, as well as the ability to collaborate effectively with cross-functional teams. You will work in a fast-paced environment where customer satisfaction, timely resolution, and adherence to regulatory standards are paramount. The role also involves mentoring peers, maintaining subject matter expertise, and contributing to process improvements and knowledge resources. Flexibility to work outside normal business hours, including weekends or holidays, may be required to support business needs and customer operations.

Requirements

• Bachelor’s degree, technical trade certification, or equivalent industry experience.
• Industry-specific certifications preferred (Microsoft, VMware, Cisco).
• Strong working knowledge of Windows OS, networking, SQL Server and/or Oracle, and Linux architecture.
• Familiarity with Synapse workflows, clinical data protocols (HL7, DICOM), and enterprise imaging systems.
• Excellent troubleshooting, problem-solving, organizational, and multitasking skills.
• Superior verbal and written communication skills for interacting with customers and documenting cases.
• Ability to make independent technical decisions and work effectively in a fast-paced, team-oriented environment.
• Willingness to work outside normal business hours, including weekends, holidays, and occasional travel (up to 10%).

Responsibilities

• Provide advanced remote technical support for complex software and hardware issues, primarily across Synapse product lines.
• Troubleshoot and resolve system, network, and clinical data transfer issues, documenting findings thoroughly.
• Follow escalation processes and ensure timely handoff of unresolved cases to next-level engineers.
• Collaborate with peers and cross-functional teams to address complex technical challenges.
• Maintain case documentation, monitor support system status boards, and adhere to service metrics.
• Support process improvement initiatives, knowledge base updates, and peer mentoring.
• Comply with regulatory, quality, and safety requirements, including FDA and ISO standards.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision coverage.
• Flexible work arrangements, including remote opportunities.
• Professional development and industry certification support.
• Collaborative and inclusive work environment.
• Paid time off, holidays, and wellness resources.
• Opportunities to work on cutting-edge healthcare and enterprise imaging solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees