Senior Tech Support Engineer — Remote (Synapse Imaging)

Merck & Co.; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

FUJIFILM Healthcare Americas Corporation is seeking a Senior Technical Support Engineer, MI - I (Tier 1) to provide high-visibility remote technical support for HCUS Synapse products. You will resolve complex issues, document in-depth evaluations, and participate in on-call rotations to meet customer needs.

The role requires working outside normal hours, occasional travel, and adherence to FDA/ISO requirements.

Qualifications

• Bachelor's degree or trade school certification or industry experience equivalent.
• One or more industry-specific certifications (Microsoft, VMware, Cisco preferred).
• Working knowledge of Windows OS (Server 2012–2022+), networking, SQL Server, and/or Oracle.
• Knowledge of current network technologies.
• 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 clinical data transfer protocols (HL7 and DICOM).

Responsibilities

• Supports Synapse products by remotely troubleshooting and resolving issues, and providing timely responses.
• Works on 3rd party hardware, software, and network issues related to FUJIFILM offerings.
• Uses FUJIFILM knowledge resources to aid troubleshooting.
• Collaborates with peers on complex issues.
• Documents cases throughout troubleshooting.
• Follows TAC escalation process to move cases to higher levels when needed.
• Communicates effectively with customers and documents interactions.
• Works cross-functionally with other Synapse teams as required.
• Monitors TAC phone system to maintain proper statuses.
• Maintains a high level of accuracy in documentation and meeting yearly metrics.
• Willingness to work outside normal hours and on-call rotations; possible overnight travel.

Skills

Customer communication

Time management

Independent decision making

Organizational skills

Team collaboration

Problem solving

Synapse knowledge

Education

Bachelor's degree or equivalent

Industry certifications (Microsoft/VMware/Cisco)

Tools

Windows OS

SQL Server

Oracle

VMware

Cisco

Synapse

PostgreSQL

Job description

FUJIFILM Healthcare Americas Corporation is seeking a Senior Technical Support Engineer, MI - I (Tier 1) to provide high-visibility remote technical support for HCUS Synapse products. You will resolve complex issues, document in-depth evaluations, and participate in on-call rotations to meet customer needs.

The role requires working outside normal hours, occasional travel, and adherence to FDA/ISO requirements.