Nuance
At Nuance, we are constantly reinventing how people connect with technology and with each other.
Burlington, MA

Senior Technical Support Engineer at Nuance

| Burlington
Sorry, this job was removed at 2:52 p.m. (EST) on Wednesday, August 11, 2021
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  • The Nuance Dragon Medical Technical Support Liaison (TSL) focuses on building long-term mutually beneficial partnerships with strategic customers. The Dragon Medical TSL helps customers, internal and external, plan and execute a Nuance solution strategy, providing them with best practice advice, maintenance guidance, aligning with implementation process, and access to Nuance subject matter experts, working with the support team members to deliver timely execution of planning and remediation, as well as timely escalation of potential issues through established processes for developmental focus and resolution.  Through regular reviews of new and existing cases, the TSL helps to identify and target clients and partners, improve overall relationship, gain better knowledge of customer’s environment and key players within their organization, reduce overall number of cases that get opened through knowledge sharing, and sets up 30, 60, 90 day action plans with proper expectations for internal and external customer team members. The TSL role assists the Dragon Medical Management Team, the Customer Success Executive and broader account team, keeping all parties informed.

     

     

    Responsibilities:

    • Conduct needs assessment around the following objectives

      • Obstacles, Proactivity, Communication of technical and product concerns

      • Review support issues and the underlying reasons for any escalations

      • Strategic planning for optimization of overall customer success ongoing

      • Ability to recognize trends and patterns between diverse case descriptions and foresee future problems

    • Define and develop Action Plans and Building of Customer – Internal/External Relationships

      • Specific short- and long-term goals with benchmarks

      • Resource requirements – for Nuance and customer

      • Develop and maintain for ongoing dialogue, touchpoints, meetings, follow ups, development of communication plans

    • Monitor and track performance

      • Drive, display and deliver value – proactive and remediation planning

      • Measuring performance, KPIs, tracking progress and escalations

    Deliverables:

    • Maintain and establish synergy between internal organizations, i.e Customer Success Executive, Enterprise Project Office Tech Services, Support and Customer via best practices for professional engagements/meetings

    • Understanding and delivery Nuance best practices with support and CSE teams, partner synergy, value added resellers

    • Product/Engineering feature request and issue tracking

    • Research, analyze, document, and manage resolutions to technical, operational, and implementation issues

    • Offer contextual details for critical support cases.

    • Provide feedback and contribute to the overall Nuance strategy offering creative approaches.

     

    Required Qualifications:

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

    • Experience: 5+ years

     

    Required skills:

    • 5+ software delivery/customer relationship experience in professional services/senior level customer facing delivery of services.

    • Excellent problem-solving, relationship building skills with excellent verbal and written communication.

    • Ability to self-motivate to quickly learn and adapt to fast-evolving intelligent technology solutions.

    • Research, analyze, document, and manage resolutions to technical, operational, and implementation issues related to Nuance products and their supporting technologies and infrastructures.

    • The candidate must be capable of establishing and documenting processes, policies, and procedures, producing high-quality technical documentation included within newsletters, public/private knowledge base systems, product manuals, etc.

    • The candidate must have the ability to recognize trends in environments or data of case descriptions within the product lines. Then utilize that information to realize the current potential for future problems within assigned customers.

    • The candidate must have sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to independently resolve most inquiries.

    • Act as cross-functional program team representative, gathering and disseminating information to and from product development and engineering teams, both internal and external customer relationships, with mentor the customer's IT, technical staff when needed.

     

    Preferred Skills:

    • Excellent skills and knowledge of third-party virtual environments

    • Citrix; VMWare; Hyper-V; Chrome; IE; Edge; .Net

     

    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.

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Where we are

Our headquarters is in Burlington, 30 minutes from downtown Boston, right off 128 and across the street from Wayside Commons (hello, shopping!).

Technology we use

  • Engineering
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What are Nuance Perks + Benefits

Nuance Benefits Overview

Our success as a company is made possible by our employees. Your passion, curiosity, and tenacity propel us forward and produce more value for our customers and stakeholders. In turn, we're committed to taking care of you with our comprehensive benefits and awards.

There's nothing more important than the wellbeing of your and your family. Our medical, dental, vision and financial health plans provide peace of mind now and in the future. Your family and friends will enjoy spending time with you thanks to our generous paid time off and flexible work benefits. And you will feel empowered to be your best self by utilizing our fitness and wellness offerings.

Culture
Volunteer in local community
The Nuance Cares program offers employees up to 16 volunteer hours of paid volunteer time off each year supporting a qualified non-profit organization of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Nuance employees can contribute up to the IRS maximum annually to their FSA.
Disability Insurance
Short-term disability insurance covers 100% of annual salary for a 26-week maximum. Nuance also offers long-term disability.
Dental Benefits
Our dental plan covers $2,500 of expenses.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Nuance's team fitness initiatives include in-office yoga classes and sponsorship of a race team for the J.P. Morgan Corporate Challenge.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Nuance offers a 401(K) plan through Fidelity Investments.
401(K) Matching
Nuance provides employees with a 401(k) matching plan managed by Fidelity. We match 100% of the first 3% of eligible compensation and contributions up to 50% of the next 2% for a maximum of 4%.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We match dollar-for-dollar for a maximum of $1,000 annually.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary and secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
We provide up to 12 weeks of paid leave to care for a family member with a serious medical condition
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave.
Return-to-work program post parental leave
Company sponsored family events
Fun and exciting bring your child to work program.
Vacation & Time Off Benefits
Generous PTO
Nuance employees receive between 20 and 25 days per year of paid time off based on years of service. We also provide 11 paid company holidays annually.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Nuance proudly includes Paid Sick Days as part of our overall Paid Time Off policy.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees.
Game Room
Stocked Kitchen
Nuance offers unlimited free style soda machine, Bevi drinks, cold brew coffee, iced coffee, specialty coffees including Dunkin & Starbucks.
Parking
We offer employees Free on-site parking including car pool spots, expectant mothers and electrical charging stations.
Relocation Assistance
Fitness Subsidies
Nuance reimburses its employees up to $150 annually for many of the most common health and fitness services and activities.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Nuance offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Nuance hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
Nuance funds business relevant certifications.

Additional Perks + Benefits

Nuance supports our Employee Resource Groups (ERGs): Nuance Pride, Women in Nuance (WIN), Multicultural Association for Diversity Empowerment (MADE). These groups sponsor internal and external events and activities to create awareness, provide resources and foster relationships across the globe.
We provide a choice of two medical plans. With our High Deductible Health Plan, Nuance provides a company contribution to the Health Savings Account.
We provide access to thousands of discounts and access to voluntary benefits such as pre-paid legal insurance, identity theft protection and long term care insurance
We also now reimburse up to $10,000 for surrogacy.

An Insider's view of Nuance

What’s the vibe like in the office?

I enjoy being part of our diverse team. There are more than 20 nationalities represented, and we have quite different educational backgrounds and roles, like speech scientists, engineers and business people. We expanded the Vienna office in the last few years, and we cover all ages and levels of experience.

Gerhard

Senior Director Engineering - Dragon Medical One

What does your typical day look like?

On the Digital team, we work with the world’s most prominent and trusted brands, every day. Those brands depend on us every day to delight their consumers. We’re a true partner in their success; and we do it with the world’s brightest minds, and some really cool technology. Nuance truly empowers its people to change the world we live in.

Ben

Director, Software Development

How does the company support your career growth?

Career mobility ties into career development. You bring these core skill sets into these different roles, but what are the skills you want to expand on and grow? How does that fit into your overall career plan? Nuance is a place where you can try on different hats by sitting on different teams, or even just trying them on in your current role.

Michele

Program Manager, R&D Transformation Initiatives

How do you empower your team to be more creative?

We unlock the creative potential in everyone by creating an environment where people can trust each other and express their views freely. We follow three principles: focus on the customer and empathize to understand their needs, encourage risk taking, and create a platform to share the stories outlining creative ways teams solved problems.

Raghu

Vice President, Engineering

What projects are you most excited about?

I'm most excited about how we will take our expertise gained in the Voice channel to help customers deliver the same frictionless, yet highly secure experiences via Digital Web and Mobile channels.

Danny

Fraud and Biometric Sales Executive

Jobs at Nuance
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Burlington
6 months ago
The Principal Software Engineer will architect, design, and develop a platform for exchanging data from many sources, primarily EMR's, and in many forms. This data will need to be unified across the clinical continuum for Nuance customers.

Senior Security Solutions Consultant

Nuance
Burlington
6 months ago
Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.    Check out our team Life at Nuance!  

Senior Manager of Systems Engineering

Nuance
Burlington
6 months ago
We're looking for a senior leader to join our team to focus on Systems Engineering. This is a key role in the Enterprise organization. You will directly manage a large team of talented senior engineers focusing on all aspects of hypervisors, containers, servers, storage, operating systems and associated components like identity management, common services, performance and capacity tuning.  This role is uniquely positioned to build strategic contributions towards compliance & governance execution as well as partnering deeply with our SRE teams in R&D to deliver quickly in rapid growing sectors of intelligent engagement platforms, virtual assistants, and AI.

Prinicpal Software Engineer

Nuance
Burlington
6 months ago
As a Principal Linux Driver and Application Software Engineer, you have the opportunity to join an expert team of hardware and software developers and technology generalists pushing the envelope of Nuance’s technologies.

FP&A Analyst

Nuance
Burlington
7 months ago
Our Nuance Enterprise division finance team is seeking a Financial Planning & Analysis Analyst to provide support for our Professional Services organization, our best-in-class delivery team.  This Sr. FP&A Analyst will support the management of the organization’s P&L: multi-year, annual plan and quarterly reforecasts for bookings, revenue, headcount, etc.  This role will assist the Finance Manager with enhancing the reporting integrity of this line of business (correct business line attribution, relationship with maintenance & support organization, unit economics, growth metrics, KPIs).

Healthcare Solutions Configuration Engineer

Nuance
Remote
7 months ago
Nuance is looking to hire a principal-level Healthcare Solutions Configuration Engineer to join our team.  This resource will be able to work remotely with the expectation they will travel to clients and our corporate sites as needed once safety concerns can be met due to the pandemic. This individual will support the Solution Consultant team ensuring the customer demonstrations show all Nuance applications with live demonstrations. This includes building, maintaining, and upgrading all Nuance Healthcare applications for the Solution Consultant environment. The role will help Nuance progress and secure new and existing business.  They will focus on ensuring a single-customer experience that provides customer confidence in meeting their objectives.   

Prinicpal Software Engineer

Nuance
Burlington
7 months ago
Nuance Dragon Medical Advisor (DMA), an industry‑leading Computer‑Assisted Physician Documentation (CAPD) solution, engages physicians across inpatient, outpatient, and specialty care with evidence‑based advice that fits naturally into existing physician workflowse, allowing them more time to focus on what matters most—taking care of patients. Work with a team of developers, QA, and other stakeholders in the design and development of new features for the DMA/CAPD solutions.  The candidate will be self-motivated and work on multiple deliverables with dynamic schedules in an agile software development process.

Senior Business Operations Analyst

Nuance
Burlington
7 months ago
Analyzes complex business problems and issues using data from internal and external sources to provide insight to decision-makers. Identifies and interprets trends and patterns in datasets to locate influences. Constructs forecasts, recommendations and strategic/tactical plans based on business data and market knowledge. Creates specifications for reports and analysis based on business needs and required or available data elements. May provide consultation to users and lead cross-functional teams to address business issues. May directly produce datasets and reports for analysis using system reporting tools.

Sales Operations Analyst, Enterprise Territory Management / Sales Planning

Nuance
Burlington
7 months ago
The successful candidate will report into the Senior Director, Sales Operations who supports our Enterprise business, working closely with their peers in Sales Operations and also the Sales Commissions team as well as Sales Leadership to develop and maintain the structure of Territories, Quotas, Assignments within sales compensation. In this role, the right candidate will help design and maintain processes, controls, and validations, while supporting the users of the newly implemented Sales Planning tools. The analyst will be maintaining company-wide Sales Territory Data, reinforcing the quality of that data, and becoming an expert of the system to ensure the success of Nuance's SPM Solutions.

Business Systems Intern

Nuance
Burlington
8 months ago
The internship role will be with the HCM Systems team of IT Business Systems. During the internship, the candidate will work closely with a team of business system analysts and will develop a basic understanding of some key HR systems, processes and Nuance's software development life cycle (SDLC).

Research Engineer Intern

Nuance
Burlington
8 months ago
Tools Research team at Nuance develops and maintains Machine Learning (ML) and Deep Learning (DL) toolkits building ASR/NLP models and deep neural networks at large scale. We are looking for an intern who can help us to improve testing infrastructure and coverage for tools related to language model (LM) training. You will learn how a large-scale ML model build workflow works in a practical industrial context and analyze model build code and training workflows.

Site Reliability Engineering Manager

Nuance
Burlington
8 months ago
In this role you will spend a majority of time supporting and being a central point of contact in the Site Reliability Engineering with a line of business through phone based, direct contact support, as well as through ticketing systems.    You will also spend a portion of each day working with other team members on a variety of tasks from monitoring, incident management, completing capacity and deployment based service planning, defining plan / procedure to train and upskill the team to support the hosted system, and playing a pivotal role in our major incident response team should an incident impact the availability or reliability of one of the Healthcare products. Because of this breadth, the Lead Systems Engineer maintains a unique position to see the entire division and interact across all teams. The team lead will own overall process improvement, progress, communication, and keep their manager up to date on current and ongoing issues.   Candidate needs to demonstrate excellent communication skills and have experience in leading in a matrix management organization

Principal Software Engineer

Nuance
Burlington
8 months ago
Work with a team of developers, QA, and other stakeholders in the design and development of new features in the industry leading PowerScribe platform for radiology reporting. Streamline workflows for medical staff that rely on PowerScribe to produce comprehensive clinical documentation. The candidate will be self-motivated and work on multiple deliverables with dynamic schedules in an agile software development process.

Principal Information Security Engineer

Nuance
Burlington
9 months ago
The Senior Security Engineer will be responsible for supporting the development of trusted products and systems as a member of the Nuance Global Security Team. This role will primarily work with the Vulnerability Management Team to configure and implement vulnerability scans, triage vulnerabilities, and support the product and system DevOps teams in their roles to successfully manage vulnerabilities. This individual should be familiar with current scanning technologies and vulnerability management procedures. Nuance products and systems utilize container architecture so the candidate should also understand container architectures and scanning tools. The candidate will also need to partner with DevOps teams and should understand DevOps principles and agile development lifecycles.

Principal Automation Engineer

Nuance
Greater Boston Area
9 months ago
This position is responsible for designing and executing automation frameworks, test cases, and tools. Join our PowerShare team where we are improving healthcare with the industry’s largest cloud network for image and medical imaging data exchange. The ideal candidate will be self-motivated, enjoys an agile software development process, and wants to make a difference. 

Senior Scrum Master

Nuance
Greater Boston Area
9 months ago
Nuance is currently building a completely new product which combines our successful speech recognition technology with language understanding to go even further than our current products in unburdening doctors and allowing them to focus on the practice of medicine. This product will be highly innovative and is intended to achieve something currently not available anywhere in the market. We are looking for somebody innovative, curious and able to get things done quickly. The focus of this position will be on the interaction between the new software stack and existing HIS / EHR platforms. Therefore, previous experience with HL7, FHIR and/or similar data exchange protocols used in the medical sector are a must. You will be in a position to significantly influence architecture while working with an enthusiastic and highly skilled team in an international company. The team designing the new product is currently located in Boston, Durham, and Vienna.

Sales Operations Analyst, Enterprise Territory Management / Sales Planning

Nuance
Burlington
9 months ago
The successful candidate will report into the Senior Director, Sales Operations who supports our Enterprise business, working closely with their peers in Sales Operations and also the Sales Commissions team as well as Sales Leadership to develop and maintain the structure of Territories, Quotas, Assignments within sales compensation. In this role, the right candidate will help design and maintain processes, controls, and validations, while supporting the users of the newly implemented Sales Planning tools. The analyst will be maintaining company-wide Sales Territory Data, reinforcing the quality of that data, and becoming an expert of the system to ensure the success of Nuance's SPM Solutions.

Product Manager

Nuance
Burlington
9 months ago
This Product Manager will be responsible for contributing to the development strategy of Nuance’s market leading reporting platform. As a leader in Artificial Intelligence (AI), Nuance can uniquely leverage its cutting-edge technologies to augment and transform traditional reporting workflows. This individual will act as the product owner for the PowerScribe reporting platform as it evolves to support other orders-based clinical subspecialties. The Product Manager will need to become an expert in the clinical needs of various specialists to define and execute the platform development. This role will lead the scrum teams in Agile product development activities to continuously enhance these platforms and assist in market launch and organizational readiness activities.

Principal NLP Research Scientist

Nuance
Greater Boston Area
9 months ago
Nuance is hiring a Principal Research Scientist in the Healthcare Research organization working on state-of-the-art deep learning systems for our Dragon Ambient eXperience (DAX) product.  You will have the opportunity to transform the healthcare industry, by changing the way doctors interact with technology and their patients. Major duty is to help develop deep learning technology to improve physicians’ efficiency in clinical documentation, build tools to help other team members do similar research, and take the technical leadership of small projects.

Digital Sales Executive

Nuance
Burlington
10 months ago
Nuance is seeking a Digital Sales Executive in North America to collaborate with our Strategic Account Executives. The digital transformation team is accountable for prospecting, building customer relationships, and expanding key vertical markets for automated and human assisted messaging.  You will be part of a high-caliber team that is experiencing rapid growth and will work closely with F500 executives to manage and execute on their transformation initiatives.  We’re looking for someone with a passion for innovation and thought leadership as you will influence Nuance’s Digital strategy and roadmap through your success and creativity. 

Digital Sales Executive

Nuance
Remote
11 months ago
Nuance is seeking a Digital Sales Executive in North America to collaborate with our Strategic Account Executives. The digital transformation team is accountable for prospecting, building customer relationships, and expanding key vertical markets for automated and human assisted messaging.  You will be part of a high-caliber team that is experiencing rapid growth and will work closely with F500 executives to manage and execute on their transformation initiatives.  We’re looking for someone with a passion for innovation and thought leadership as you will influence Nuance’s Digital strategy and roadmap through your success and creativity.