Job Description

Our offices are based in Minnetonka, Minnesota; Waterloo, Ontario; Copenhagen, Denmark; The Netherlands; and Beijing, China. We value our team’s innovation, enthusiasm, and dedication to help improve the lives of patients. Do you want to be part of a passionate team that believes what we do matters? Then a career with Vital Images might be right for you!

BASIC PURPOSE AND OBJECTIVES:

The Technical Support Engineer is responsible for applying strong Linux knowledge and analytical skills remotely on a real-time basis to resolve customer reported application issues related to our world-class imaging software.

In this role, the Technical Support Engineer will receive incoming customer reported issues by phone, email and web portal. Your technical trouble shooting and problem isolation/replication skills along with your attention to detail are imperative.

You will apply your education, experience, Vital Images Linux-based product-specific training and use of our internal knowledgebases to ensure timely resolutions are provided to our customers. Communication, both verbal and written, are a primary job function and utilized throughout your day. As a Technical Support Engineer, you must be able to multi-task and accurately document all customer contact in our Salesforce case management system.

As a provider of medical imaging software, it is essential that you ensure quick responsiveness and deliver mission critical resolution to cases. Your resolution will include highly complex hardware and software Linux based technical issues including general knowledge of imaging software such as MRI’s, CT scans, X-Rays etc.

RESPONSIBILITIES

In a team environment, trouble-shoot complex technology problems with emphasis on Linux Directory Permissions, use of the file editor to accomplish tasks or obtain information, identifying issues using logs, understanding of TLS/Digital Certificates and Linux Cyber security to research causes and recommend resolutions
Serve as escalation point for technical issues related to our Linux based products upon increasing skills and product knowledge.
Identify potential product defects and escalate to appropriate Support and/or Engineering groups.
Interact with cross-functional product development, product engineering and marketing teams to ensure customer feedback is evaluated and integrated back into our product roadmap
Identify complaints that constitute potential hazards and bring them to the attention of Customer Support Management per Vital Images procedures
Assists with hardware support to customers and functions as a liaison between the system manufacturer and the customer when needed
Limited travel may be required on short notice to a customer site to resolve issues directly
Technical Support Engineers may be required to work on-call after hours

EDUCATION AND SKILLS REQUIREMENTS

Bachelor’s Degree in Computer Science, Management Information Systems, or related field.
Good knowledge and/or experience with Linux, storage, networking, Cassandra and non-SQL
Experience with supporting software systems and the integration of such systems into existing networks preferred
Experience and/or knowledge of case management (Salesforce, Jira) and knowledge base tools (Confluence, SharePoint) preferred
Understanding of complex VMWare concepts, knowledge of BareMetal/configure RAM/CPU/Storage/NIC setup preferred.
Ability to utilize tools for remote access into customer systems e.g., Bomgar, to trouble shoot, identify root cause, make recommendations and solve issues.

Valid through: 2/9/2021