Position OverviewThe Technical Support Engineer, MI - II (Tier II) handles remote technical support across our product lines for HCUS customers. The expectation of the position is to be versed in primary support across our Synapse products, and the ability to support more complex issues. 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.
To meet the needs of our customers, working outside normal business hours and on some weekends/holidays is required. In addition to working OT to handle workload and meet required metrics/expectations.
Job DescriptionDuties and 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. - Collaborates with peers and Lead Team members on solving complex technical issues and
developing innovative solutions. - Effectively documents the troubleshooting of issues and follows the TAC escalation process to
move cases to the next level engineer. - 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. - Promotes well documented cases to be used as product Knowledge Base articles.
- Maintains an expert working knowledge of current medical imaging products and related
technologies. - 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.
Qualifications:Baseline Qualifications:
- 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 (Microsoft Server 2012, 2016, 2019, 2022+), networking, 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.
Preferred Qualifications:
- FUJIFILM Synapse Administration experience
- Knowledge with Synapse application front end
- Knowledge of Synapse workflows and their implementations.
- Experience with clinical data transfer protocols and interfaces (HL7 and DICOM)
- Working knowledge of medical informatics architecture (VMware and Storage Solutions).
- Security Certifications (Security + or higher).
- Experience managing RHEL6, RHEL7 servers or its downstream server distributions
(CentOS, Oracle Linux, Scientific Linux. - Experience with Shell Scripting in BASH or Python.
Key Performance Indicators:
- To maintain this position, within two years of starting this role, the engineer must:
- Maintain Security+ Certification (Security + or higher)
- Maintain and expand knowledge acquired to be designated as a TAC Subject Matter
Expert (SME) in two disciplines.
- All engineers must maintain a case workload within 10% of the median of their peers at a
minimum. - Case backlogs must stay at or below 25 cases (not including escalated cases) unless
approved by management.
Physical Requirements:The position requires the ability to perform the following physical demands and/or have the listed
capabilities.
- The ability to sit up to 75-100% of applicable work time.
- The ability to use your hands and fingers to feel and manipulate items, including keyboards,
up to 100% of applicable work time. - The ability to stand, talk, and hear for 75% of applicable work time.
Travel:- Occasional (up to 10%) travel may be required based on business need.
Salary and Benefits
- $43.75-$48.07/hr
- Medical, Dental, Vision
- Life Insurance
- 401k
- Paid Time Off
*#LI-Remote
