Sr Tech Support Engineer MI -2

FUJIFILM is seeking a Sr Tech Support Engineer MI - II to deliver remote, tier II technical assistance to HCUS customers across Synapse product lines. In this role, you will troubleshoot and resolve issues, evaluate monitor alarms, and escalate complex cases through the TAC process while maintaining accurate documentation and timely customer communication.

This is a remote position with expectations to work outside normal business hours, and it may include on-call rotation. You may also travel on short notice to support customer systems when business needs require it.

What you’ll do

• Provide remote technical support for FUJIFILM Synapse products, including troubleshooting, resolving issues, assessing and clearing monitor alarms, and responding to customers in a timely manner.
• Troubleshoot 3rd party hardware, software, and network issues for products FUJIFILM sells or supports.
• Collaborate with peers and Lead Team members on complex problems and solutions.
• Document troubleshooting activities and follow the Technical Assistance Center (TAC) escalation process to move cases to next-level engineering when resolution cannot be achieved.
• 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 statuses are maintained.
• Work cross-functionally with other Synapse teams/products as required, and perform other assigned duties.
• Meet standard expectations related to positive customer surveys, documentation accuracy and consistency, timely case and project completion, and completion of assigned trainings.
• Maintain performance aligned to manager-provided yearly goals and team-defined metrics.
• Work outside normal business hours, including overtime, holidays, and participation in an on-call rotation to support business needs.
• Complete occasional short-notice overnight travel (up to 10%) based on business requirements.
• Adhere to FUJIFILM quality and regulatory compliance requirements, and ensure job duties are performed per established policies and procedures.
• Comply with applicable U.S. FDA medical device regulatory requirements, ISO 13485, and other applicable laws, regulations, and standards.

Required education and experience

• Bachelor’s Degree, Trade School Certification (industry related), or an industry experience equivalent.
• One or more industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred).

Key technical skills

• Knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+).
• Networking knowledge.
• Experience with SQL Server and/or Oracle.
• Knowledge of Linux architecture.
• Experience using PostgreSQL.
• Maintain a Security+ certification (Security+ or higher).
• Ability to achieve goals in a fast-paced team environment, with strong organizational and multi-tasking skills.
• Strong communication and interpersonal skills, including excellent phone manner.
• Ability to make independent decisions based on interpretation of technology data and product knowledge.
• Maintain and expand knowledge to be designated as a TAC Subject Matter Expert (SME) in two disciplines.

Technologies you may work with

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

Compensation and benefits

• $43.00–$48.00 per hour (USD 43 - 48 per hourly); $43.75-$48.07/hr
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

Physical requirements

• Ability to sit up to 75–100% of applicable work time.
• Ability to use hands and fingers to manipulate items, including keyboards, up to 100% of applicable work time.
• Ability to stand, talk, and hear for 75% of applicable work time.

Key performance indicators (KPIs)

• Within two years of starting, maintain Security+ (Security+ or higher) and maintain/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.