Sr Tech Support Engineer MI -1 (Level 2 support for medical device software)

FUJIFILM Healthcare Americas Corporation develops healthcare and medical imaging solutions, including enterprise imaging and diagnostic technologies. The Senior Technical Support Engineer provides remote second-level technical support for Synapse medical device software, troubleshooting complex customer issues, documenting cases, escalating unresolved problems, and collaborating with internal teams.

Responsibilities:

• Supports our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with timely responses
• Works on 3rd party hardware, software, and network related issues that are sold or supported by FUJIFILM
• Effectively and efficiently uses the FUJIFULM knowledge resources available to help in the troubleshooting process
• Collaborates with peers and other team members when working on more complex technical issues
• Effectively documents cases throughout the process of troubleshooting the issue
• Strictly follows the Technical Assistance Center (TAC) escalation process to move cases, in a timely manner, to the next level engineer when an issue cannot be resolved
• Engineers must have the ability and skillset to answer and facilitate incoming customer calls, effectively communicate with our customers, and document the interactions within a case
• Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned
• Monitors TAC phone system wall boards to ensure that proper statuses are maintained
• Positive customer surveys, documentation accuracy and consistency, timely case and project completion, and finishing the assigned trainings are standard expectations for all FUJI engineers
• Maintains a high level of success with yearly goals provided by your manager and metrics defined on a team level
• Working outside of normal business hours, overtime, holidays, and participation in an on-call rotation are required to cover the needs of the business
• Some short notice overnight travel, based on the needs of the business, to work on customer systems
• Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures
• Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards

Requirements:

• This engineer must be comfortable with making decisions while working on these more complex issues
• This role requires a firm grasp of time management and organizational skills
• Bachelor's Degree, Trade School Certification (Industry related), or Industry Experience Equivalent
• One or more industry-specific certifications in relevant technical background
• Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle
• Knowledge of current network technologies
• 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 Synapse workflows and their implementations
• Knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)
• Microsoft, VMware, Cisco certifications preferred
• FUJIFILM Synapse Administration experience
• Working knowledge of Synapse workflows and their implementations
• Working knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)
• Knowledge with Synapse application front end
• Knowledge of medical informatics architecture (VMware and Storage Solutions)
• Knowledge of Linux Architecture
• Experience of using Postgresql
• Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications)
• Security Certifications (Security + or higher)
• Maintain Security+ Certification (Security + or higher)
• Maintain and expand knowledge acquired to be designated as a TAC Subject Matter Expert (SME) in two disciplines