Remote Senior Tech Support Engineer - Synapse

Fujifilm; Augusta (ME); Remote; USD 85,000 - 110,000; Full time

Job summary

Fujifilm Healthcare Americas Corporation seeks a Senior Technical Support Engineer, MI – I (Tier 1), to provide remote, high-visibility technical support for HCUS customers across Synapse products. This role emphasizes resolving complex issues and documenting in-depth evaluations while maintaining timely communication with customers.

The position requires after-hours availability, occasional travel, and strict adherence to regulatory and quality requirements.

Qualifications

• Bachelor’s Degree or equivalent industry experience.
• Industry certifications in Microsoft, VMware, or Cisco preferred.
• Working knowledge of Windows OS (Server 2012+), networking, SQL Server and/or Oracle.
• Superior communication and interpersonal skills, excellent phone manner.
• Ability to achieve results in a fast-paced, team environment.
• Ability to make independent decisions based on technology data and product knowledge.
• Excellent organizational and multi-tasking skills.
• Knowledge of Synapse workflows and their implementations.
• Knowledge of HL7 and DICOM data transfer protocols.

Responsibilities

• Remotely troubleshoot and resolve Synapse issues; monitor alarms and respond promptly.
• Handle 3rd party hardware, software, and network-related issues.
• Utilize FUJIFILM knowledge resources for troubleshooting.
• Collaborate with peers on complex technical issues.
• Document cases thoroughly throughout troubleshooting.
• Follow TAC escalation process to move cases to the next level engineering.
• Communicate with customers and log interactions within a case.
• Work cross-functionally with Synapse teams and other products.
• Monitor TAC phone system wall boards for status updates.
• Complete trainings and meet yearly goals; maintain required metrics.

Skills

Communication

Time management

Team collaboration

Customer service

Education

Bachelor's Degree or equivalent

Tools

Windows OS

SQL Server

Oracle

Networking

VMware

Job description

Fujifilm Healthcare Americas Corporation seeks a Senior Technical Support Engineer, MI – I (Tier 1), to provide remote, high-visibility technical support for HCUS customers across Synapse products. This role emphasizes resolving complex issues and documenting in-depth evaluations while maintaining timely communication with customers.

The position requires after-hours availability, occasional travel, and strict adherence to regulatory and quality requirements.