Senior Field Support Support Engineer, Diagnostics Solutions
The Senior Field Support Engineer, Diagnostic Solutions will be responsible for providing excellent customer service via diagnosis and resolution of complex technical problems related to Nuance products, supporting technologies/infrastructure.
The Senior Field Support Engineer can be relied upon by customer, partner/vendor and internal teams when issues occur, and serves as a subject matter expert within assigned product areas, with the ability to troubleshoot and resolve abstract and often difficult technical issues with minimal direction. This role will represent Nuance Diagnostic Solutions to external customers up to the VP/C-Level, maintain superior documentation, and actively contribute to ongoing team training and mentoring programs and process improvement.
Principal Duties and Responsibilities

• Research, analyze, document, and manage high quality resolutions to complex technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures in a fast-paced critical patient care environment to ensure timely response to customer inquiries, problem resolution, and reporting/escalation of unresolved issues.
• Conduct detailed log file analysis, environmental and alerts monitoring, and system or application workflow configuration analysis and changes. Draw conclusions to support your decisions and resolution actions.
• Provide advanced technical support via telephone, email, chat to external and internal customers. Infrequent on-premise client visits may be required.
• Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
• Must be capable of establishing and documenting high quality technical documentation to be included within newsletters, public/private knowledge base systems, product and service manuals, and internal team procedures, technical training, etc.
• Ability to recognize trends and patterns between diverse service request descriptions and foresee future problems and respond accordingly with technical actions or planning and coordination efforts to minimize risks.
• Facilitate and lead customer conference calls when necessary to manage the resolution of critical customer account issues.
• Act as cross-functional program team representative, gathering and disseminating information to and from product development, product management and infrastructure engineering teams.
• Reproduce errors in test and lab systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing. Exercise discretion to devise workarounds to problems, document procedures, and communicate appropriately to customers to minimize adverse risk and avoid continued or recurring disruption.
• Demonstrate availability within pre-defined SLA and OLA timelines to engage with and assist technical teams during critical or urgent incidents that demand immediate attention and resolution to restore services for customer use and to facilitate patient care continuum.
• Mentor technical and field services personnel, customer IT technical staff as needed.
• Structure your time effectively; balance competing priorities, complete work in a timely manner and meet established quality and administrative documentation expectations. Stabilize and refocus quickly when change occurs, monitoring work to meet deadlines.
• Availability for 24x7x365 staffing assignments, on-call rotation and infrequent travel as required.
• Other duties as assigned.

Required Knowledge, Skills, Qualification:

• Education:Bachelor's degree (IT/CS/related discipline) or equivalent experience.

• 3+ years of experience with the implementation and/or support of Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), and/or Diagnostic Imaging Workflow Management solutions. Alternatively, 5+ years of experience in a Tier II/III technical support environment, preferably in a healthcare setting.

• Experience troubleshooting various issues within the Windows stack (Windows, IIS, SQL)
• Experience using remote connection tools such as LogMeIn, Citrix GoToAssist, MS Teams or similar

Preferred Skills (any combination of the following is considered a plus):

• Ability to write complex ad hoc SQL queries and conduct database performance and tuning analysis; MS SQL Querying or SQL Administration certification highly desired
• Advanced knowledge of HL7 and/or DICOM integrations highly desired
• CompTIA Security+ certification highly desired
• Ability to analyze network traffic using industry-standard diagnostic tools to diagnose application stability and performance issues
• Understanding of Microsoft Azure Cloud Services and associated native components and navigation within a cloud-hosted environment
• Experience analyzing issues within web-based and virtual client and server environments (Citrix, VMWare), as well as desktop PC (MS Windows) and mobile operating systems (iOS, Android)
• Demonstrated ability to facilitate ongoing problem management and proactive support initiatives
• Understanding of data protection and privacy practices and regulations (HIPAA, GDPR)

Other Requirements:

• Must be willing and able to obtain and maintain appropriate VA, DoD, or other U.S. Government-related security clearance credentials to access client networks, systems, and protected sensitive data such as PHI/PII, with HR business partner managed assistance. This responsibility includes supplying detailed personal information, references, and documented agreement to be subject to related U.S. Government-conducted background investigation(s). In addition, must be willing to accommodate and participate in scheduled individual travel to authorized federal government facilities when required to supply appropriate identification materials and to procure credentials and/or hardware and network access cards.
• Infrequent travel may be required, including to international locations

Other: This position is Non-Exempt and eligible for benefits.
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Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.