Senior Technical Support Engineer, MI - I

Position Overview

The Senior Technical Support Engineer, MI – I (Tier 1) provides highly visible remote technical support across our product lines for HCUS customers. This role handles more complex issues and is the second level of support across our Synapse products. This engineer is expected to resolve most cases presented and to document in-depth evaluations of issues that cannot be resolved. The engineer must be comfortable with making decisions while working on these complex issues. This role requires strong 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 overtime 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. Our cutting-edge healthcare solutions span diagnostic imaging, enterprise imaging, endoscopic and surgical imaging, as well as in-vitro diagnostics. 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 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 Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing timely responses to customers.

Works on 3rd party hardware, software, and network-related issues that are sold or supported by FUJIFILM.

Effectively uses FUJIFULM knowledge resources to assist in troubleshooting.

Collaborates with peers and other team members on more complex technical issues.

Documents cases throughout the troubleshooting process.

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.

Answers and facilitates incoming customer calls, communicates effectively with customers, and documents 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 proper statuses are maintained.

Positive customer surveys, documentation accuracy and consistency, timely case and project completion, and completion of assigned trainings are standard expectations.

Maintains a high level of success with yearly goals provided by your manager and metrics defined at the team level.

Working outside normal business hours, overtime, holidays, and participation in an on-call rotation are required to meet business needs.

Some short notice overnight travel may be required based on business needs to work on customer systems.

Adheres to the Company's quality and regulatory compliance requirements, and ensures job duties are performed per established policies and procedures.

Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, 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).

Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), 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)

Preferred Qualifications :

FUJIFILM Synapse Administration experience.

Working knowledge of Synapse workflows and their implementations.

Working knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)

Knowledge of Synapse application front end.

Knowledge of medical informatics architecture (VMware and Storage Solutions).

Knowledge of Linux Architecture.

Experience with PostgreSQL

Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications).

Security Certifications (Security+ or higher)

Key Performance Indicators :

To maintain this position, engineers must :

Maintain Security+ Certification (Security+ or higher)

Maintain and expand knowledge 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 capabilities :

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.

LI-Remote

In the event that COVID-19 vaccine mandates issued by government become effective and enforceable, the Company requires that the successful candidate be fully vaccinated against COVID-19, absent a medically or religiously required exemption.

Applicants to positions with vendor credentialing requirements will need to comply with facility credentialing requirements, including vaccine requirements.

For all positions, the Company encourages vaccination and requires the successful candidate be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent a medical or religious exemption.

EEO Information

FUJIFILM is committed to 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 selection process, please direct your inquiries to our HR Department (hcushr.department@fujifilm.com or (330) 425-1313).

Job Locations US-Remote

Posted Date 1 week ago (9 / 29 / 2025 7 : 28 PM)

Requisition ID 2025-35118

Category Engineering

Company (Portal Searching) FUJIFILM Healthcare Americas Corporation

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