Sr Tech Support Engineer MI -2

FUJIFILM is hiring a Sr Tech Support Engineer for remote, Tier II technical assistance across Synapse product lines for HCUS customers. This role supports customers through complex remote troubleshooting, monitoring and clearing alarms, and escalating cases when needed. You will collaborate with peers and Lead Team members, document solutions for internal knowledge use, and work on a team measured by quality, responsiveness, training completion, and goal achievement.

Location: Remote (remote)
Compensation: USD 43 to 48 per hour (hourly rate range; $43.75-$48.07/hr)

Responsibilities

• Provide remote technical support for Synapse products by troubleshooting and resolving issues, assessing and clearing monitor alarms, and responding to customers in a timely manner.
• Handle third-party hardware, software, and network issues that FUJIFILM sells or supports.
• Collaborate with peers and Lead Team members to solve complex technical problems and develop innovative solutions.
• Document troubleshooting steps and follow the Technical Assistance Center (TAC) escalation process to transfer cases to the next level engineer when required.
• Promote well-documented cases for use as product Knowledge Base articles.
• Maintain expert working knowledge of current medical imaging products and related technologies.
• Answer and facilitate incoming customer calls, communicate effectively, and document interactions within each case.
• Monitor TAC phone system wall boards to ensure proper status maintenance.
• Work cross-functionally with other Synapse teams and products as needed, and complete other assigned duties.
• Meet team expectations tied to positive customer surveys, documentation accuracy and consistency, timely case and project completion, and finishing assigned trainings.
• Maintain a high level of success with yearly goals set by your manager and metrics defined at the team level.
• Work outside normal business hours, including overtime, holidays, and participation in an on-call rotation to meet business needs.
• Be prepared for some short notice overnight travel (up to 10%) based on business needs to support customer systems.
• Adhere to quality and regulatory compliance requirements, including U.S. FDA medical device regulations and applicable ISO 13485 requirements, and follow established policies and procedures without exception.

Requirements

• Bachelor’s Degree, Trade School Certification (industry related), or an Industry Experience Equivalent.
• One or more industry-specific certifications in a 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, with excellent phone manner.
• Ability to achieve results and meet goals in a fast-paced, team environment.
• Ability to make independent decisions using interpretation of technology data and product knowledge.
• Excellent organizational and multi-tasking skills.
• Knowledge of Linux Architecture.
• Experience using PostgreSQL.
• Maintain Security+ Certification (Security+ or higher).
• Maintain and expand knowledge to be designated as a TAC Subject Matter Expert (SME) 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 (not including escalated cases) unless approved by management.
• Within two years of starting the role: maintain Security+ (Security+ or higher) and maintain/expand knowledge to become a TAC SME in two disciplines.

Technologies

• Microsoft Server 2012, Microsoft Server 2016, Microsoft Server 2019, Microsoft Server 2022
• Windows OS, networking
• SQL Server, Oracle
• Linux Architecture
• PostgreSQL
• Security+, Microsoft, VMware, Cisco
• HL7, DICOM
• Storage Solutions
• RHEL6, RHEL7, CentOS, Oracle Linux, Scientific Linux
• Shell Scripting in BASH, Python

Benefits

• $43.75-$48.07/hr
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

Physical Requirements

• Sit up to 75-100% of applicable work time.
• Use hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time.
• Stand, talk, and hear for 75% of applicable work time.