Senior Remote Tech Support Engineer – Synapse Expert

FUJIFILM Biotechnologies; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

FUJIFILM Healthcare Americas Corporation seeks a Senior Technical Support Engineer, MI - I (Tier 1) to provide remote technical support across Synapse product lines for HCUS customers. You will resolve most cases, document in-depth evaluations, and escalate per TAC when needed.

These roles require working outside normal hours, including weekends/holidays, OT, and occasional overnight travel. Join a team that values accuracy, customer care, and regulatory compliance in a fast-paced environment.

Qualifications

• Bachelor's Degree, Trade School Certification (Industry related), or Industry Experience Equivalent.
• One or more industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred).
• Working knowledge of Windows OS (Server 2012+), networking, SQL Server, and/or Oracle.
• Knowledge of current network technologies.
• Superior communication and interpersonal skills, excellent phone manner.
• Ability to achieve results and meet goals in a fast-paced, team environment.
• Ability to make independent decisions based on interpretation of technology data and product knowledge.
• Excellent organizational and multi-tasking skills.
• Knowledge of Synapse workflows and their implementations.
• Knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)

Responsibilities

• Supports our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with timely responses.
• Works on 3rd party hardware, software, and network related issues that are sold or supported by FUJIFILM.
• Effectively and efficiently uses the FUJIFILM knowledge resources available to help in the troubleshooting process.
• Collaborates with peers and other team members when working on more complex technical issues.
• Effectively documents cases throughout the process of troubleshooting the issue.
• Strictly follows the Technical Assistance Center (TAC) escalation process to move cases, in a timely manner, to the next level engineer when an issue cannot be resolved.
• Engineers must have the ability and skillset to answer and facilitate incoming customer calls, effectively communicate with our customers, and document the interactions within a case.
• Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned.
• Monitors TAC phone system wall boards to ensure that proper statuses are maintained.
• Positive customer surveys, documentation accuracy and consistency, timely case and project completion, and finishing the assigned trainings are standard expectations for all FUJI engineers.
• Maintains a high level of success with yearly goals provided by your manager and metrics defined on a team level.
• Working outside of normal business hours, overtime, holidays, and participation in an on-call rotation are required to cover the needs of the business.
• Some short notice overnight travel, based on the needs of the business, to work on customer systems.
• Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.
• Comply with all applicable U.S. FDA medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards.

Skills

Customer comms

Troubleshooting

Networking

Windows OS

SQL/Oracle

Certifications

Education

Bachelor's degree / trade cert / equivalent

Tools

Microsoft Certifications

VMware Certifications

Cisco Certifications

Job description

FUJIFILM Healthcare Americas Corporation seeks a Senior Technical Support Engineer, MI - I (Tier 1) to provide remote technical support across Synapse product lines for HCUS customers. You will resolve most cases, document in-depth evaluations, and escalate per TAC when needed.

These roles require working outside normal hours, including weekends/holidays, OT, and occasional overnight travel. Join a team that values accuracy, customer care, and regulatory compliance in a fast-paced environment.