Job Summary
The Diagnostics Support Engineer will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure. Represent Nuance Diagnostic Solutions to VP/C-Level high profile external customers, both remotely and through customer site visits. Maintain superior documentation and actively contribute to ongoing process improvement. This position has daily contact with customers, management, peers, and/or internal/external customer base.
Principal Duties and Responsibilities

• Provide advanced technical support via telephone, email and customer site visits to external and internal customers.
• Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.
• Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.
• Must be capable of establishing and documenting processes, policies and procedures; producing high quality technical documentation to be included within newsletters, public/private knowledge base systems, product manuals, etc.
• Ability to recognize trends and patterns between diverse service request descriptions and foresee future problems.
• Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
• Facilitate customer conference calls and manage the resolution of critical customer account issues.
• Act as cross functional program team representative, gathering and disseminating information to and from product development and engineering teams.
• Mentor technical and field services personnel, customer IT technical staff when needed.
• Availability for 24x7x365 staffing assignments, on-call pager rotation and minimal travel required.

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.

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.

Other: This position is hourly and eligible for full 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.