Sr Tech Support Engineer MI -2

Merck & Co.; United States; Hybrid; USD 125,362,000 - 137,760,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k

Paid Time Off

Job summary

FUJIFILM Healthcare Americas Corporation is seeking a Technical Support Engineer, MI - II (Tier II) to provide remote technical support across Synapse product lines for HCUS customers. The role requires handling complex issues, documentation, and adherence to TAC escalation processes, with overtime and on-call rotations expected.

The ideal candidate has a strong background in Windows, Linux, networking, databases, and Synapse applications, plus relevant certifications.

Qualifications

• Bachelor’s degree or equivalent required.
• One or more industry-specific certifications preferred (Microsoft, VMware, Cisco).
• Knowledge of Windows OS (Server 2012-2022+), networking, SQL Server, and/or Oracle.

Responsibilities

• Troubleshoot and resolve issues for Synapse remotely with timely responses.
• Collaborate with peers to solve complex technical issues and develop solutions.
• Document troubleshooting steps and escalate per TAC process to next level engineer.

Skills

Communication skills

Organizational skills

Multi-tasking

Customer support

Windows OS

Networking

SQL Server

Oracle

Linux knowledge

Education

Bachelor's degree or equivalent

Trade school certification or industry experience

Industry certifications (Microsoft, VMware, Cisco)

Tools

Synapse administration

Synapse frontend

VMware

BASH scripting

Python scripting

RHEL (CentOS, Oracle Linux)

Job description

Position Overview

The Technical Support Engineer, MI - II (Tier II) handles remote technical support across our product lines for HCUS customers. The expectation of the position is to be versed in primary support across our Synapse products, and the ability to support more complex issues. This engineer must be comfortable with making decisions while working on these more complex issues. This role requires a firm grasp of time management and organizational skills.

To meet the needs of our customers, working outside normal business hours and on some weekends/holidays is required. In addition to working OT to handle workload and meet required metrics/expectations.

Company Overview

At FUJIFILM Healthcare Americas Corporation, we're on a mission to innovate for a healthier world, and we need passionate, driven people like you to help us get there. Our cutting-edge healthcare solutions span diagnostic imaging, enterprise imaging, endoscopic and surgical imaging, as well as in-vitro diagnostics.

But we don't stop at healthcare; our Non-Destructive Testing (NDT) team harnesses advanced radiography solutions to keep transportation infrastructure, aerospace, and oil and gas assets safe and running smoothly.

Ready to innovate, collaborate, and make a difference? Join us and bring your big ideas to life while working in a dynamic, flexible environment that fuels your creativity and drive.

Our headquarters is in Lexington, Massachusetts, an inspiring healthcare research hub in a historic town.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of "giving our world more smiles." Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Duties and 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.
• Collaborates with peers and Lead Team members on solving complex technical issues and
  developing innovative solutions.
• Effectively documents the troubleshooting of issues and follows the TAC escalation process to
  move cases to the next level engineer.
• 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.
• Promotes well documented cases to be used as product Knowledge Base articles.
• Maintains an expert working knowledge of current medical imaging products and related
  technologies.
• 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. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards.

Qualifications

Baseline 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).
• Knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL
  Server, and/or Oracle.
• 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 Linux Architecture
• Experience using PostgreSQL.

Preferred Qualifications:

• FUJIFILM Synapse Administration experience
• Knowledge with Synapse application front end
• Knowledge of Synapse workflows and their implementations.
• Experience with clinical data transfer protocols and interfaces (HL7 and DICOM)
• Working knowledge of medical informatics architecture (VMware and Storage Solutions).
• Security Certifications (Security + or higher).
• Experience managing RHEL6, RHEL7 servers or its downstream server distributions
  (CentOS, Oracle Linux, Scientific Linux.
• Experience with Shell Scripting in BASH or Python.

Key Performance Indicators

• To maintain this position, within two years of starting this role, the engineer must:
  • Maintain Security+ Certification (Security + or higher)
  • Maintain and expand knowledge acquired to be designated as a TAC Subject Matter
    Expert (SME) in two disciplines.
• All engineers must maintain a case workload within 10% of the median of their peers at a
  minimum.
• Case backlogs must stay at or below 25 cases (not including escalated cases) unless
  approved by management.

Physical Requirements

The position requires the ability to perform the following physical demands and/or have the listed

• The ability to sit up to 75-100% of applicable work time.
• The ability to use your hands and fingers to feel and manipulate items, including keyboards,
  up to 100% of applicable work time.
• The ability to stand, talk, and hear for 75% of applicable work time.

Travel

• Occasional (up to 10%) travel may be required based on business need.

Salary and Benefits

• $43.75-$48.07/hr
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

*#LI-Remote

In the event that COVID-19 vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements.

For all positions, the Company encourages vaccination against COVID-19 and requires that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([e-mail] or [phone]).