Senior Technical Support Engineer, MI

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 focuses on more complex issues and is the second-level support across our Synapse products. The engineer is expected to resolve most of the cases presented and is responsible for documenting in-depth evaluations of issues that cannot be resolved. They must be comfortable making independent decisions while working on these complex issues, and possess strong time‑management and organizational skills.

Working outside normal business hours and on some weekends/holidays is required. Over‑time will be needed to handle workload and meet required metrics and expectations.

At FUJIFILM Healthcare Americas Corporation, we are 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 in a dynamic, flexible environment that fuels your creativity and drive.

Our headquarters is in Lexington, Massachusetts.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments: healthcare, electronics, business innovation, and imaging. We are guided by our Group Purpose of "giving our world more smiles."

• Supports Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing timely customer responses.
• Handles third‑party hardware, software, and network issues that are sold or supported by FUJIFILM.
• Efficiently uses FUJIFILM knowledge resources throughout troubleshooting.
• Collaborates with peers and other teams on complex technical issues.
• Documents cases throughout the troubleshooting process.
• Follows the Technical Assistance Center (TAC) escalation process to move cases to the next level engineer in a timely manner when unresolved.
• Answers and facilitates incoming customer calls, communicates effectively, and documents interactions.
• Works cross‑functionally with other Synapse teams/products as required and handles other duties assigned.
• Monitors TAC phone system wall boards to maintain proper statuses.
• Achieves positive customer surveys, documentation accuracy, timely case completion, and completes assigned training.
• Meets yearly goals provided by management and team metrics.
• Works outside normal business hours, overtime, holidays, and participates in on‑call rotation.
• May travel overnight on short notice, based on business needs.
• Adheres to company quality and regulatory compliance responsibilities.
• Complies with all applicable U.S. FDA medical device regulatory requirements, ISO 13485 standards, and other laws.

• Bachelor's Degree, Trade School Certification (industry related), or equivalent industry experience.
• One or more industry‑specific certifications (Microsoft, VMware, Cisco 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 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).

• FUJIFILM Synapse Administration experience.
• Working knowledge of Synapse workflows and implementations.
• Working knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM).
• Knowledge of the Synapse application front end.
• Knowledge of medical informatics architecture (VMware…