[Hiring] Principal National Support Engineer II @Fujifilm

Role Description

The Principal National Support Engineer II provides the highest level of technical expertise and experience to the Fujifilm Healthcare Medical Informatics business covering all currently offered products including:

• Storage systems
• PACS (Radiology/Cardiology)
• VNA
• Mobility
• 3D Systems
• Syncomm
• Clinical Information Systems

This position primarily supports the Technical Assistance Center (TAC), providing technical leadership and direction to all other functional departments within the business, including development. Responsibilities include:

• Driving all aspects of customer support related issues, mostly technical in nature.
• Evaluating, triaging, presenting, and working in concert with development to ensure optimal customer experience and timely resolution to high priority issues.
• Documenting all activities associated with an issue and providing communications to the TAC, Project Engineering, Upgrade teams, and in some cases directly to the customer.
• Providing training to various technical and non-technical areas on new software/product releases.
• Leading support issues to resolution at customer sites and working directly with development as a dedicated technical liaison.
• Providing after-hours technical support via the On-call process for down-site situations 24/7.

Qualifications

• Masters (preferred) with 6 years industry experience or Bachelor’s Degree with 8 years industry experience or comparable work experience of 10+ years.
• Leading Industry Certifications, not limited to:
  • Security Certification (Security + or higher)
  • Current VCP Certification
  • CISCO Certification
  • Oracle Certification
  • Microsoft Certification
  • AWS Certification
• Minimum ten (10) years of progressive experience as a Technical, Systems, Software, or Quality Assurance Engineer in Medical IT and/or Imaging products.

Requirements

• Lead major incident resolution efforts, taking ownership of the most critical customer cases end-to-end.
• Act as a designated Subject Matter Expert (SME) for specific product areas, providing advanced guidance to peers and junior engineers.
• Deep Technical Individual Contributor: Expert troubleshooter and primary interface for complex escalations.
• Proactively mentor and guide junior technical support engineers.
• Provide advanced technical training to the TAC, Upgrade, and Project Engineer team members.
• Review and triage escalations received from TAC for domestic and international customers.
• Work in concert with TAC and/or directly with customers and international partners until resolution.
• Collaborate with peers and all other FUJIFILM teams to solve complex technical issues.
• Adhere to the Escalation Process requirements for timely escalated issues.
• Maintain an expert working knowledge of current medical imaging products and related technologies.
• Provide 24/7 down-site support as required.
• Facilitate the coordination of internal departments within HCUS required for issue resolution.
• Act as a dedicated technical liaison to development when working key issues at a customer site.

Benefits

• Salary: $110,366-$130,909
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off