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Support Engineer

Apply Job ID 1-40501 Date posted 04/11/2019 Location Bengaluru, India

Company Overview:

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

Job Summary:

Summary: Software Support Engineer - Dragon Medical will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure.  Actively contribute to ongoing process improvement.  This position has daily contact with support staff, customers, peers, and/or internal/external customer base.


  • Provide technical support via email, chat, web, and phone channels 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, producing high quality technical documentation.
  • Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
  • Manage the resolution of critical customer account issues.
  • Collaborate closely with technical and field services personnel, customer IT technical staff when needed.
  • Availability for 24x7x365 staffing assignments (on-call) as required. 
  • Other duties as assigned.


Number of Years of Work Experience: 2+

Required Skills:

  • Technical competencies:
    • Previous experience with server virtualization and/or virtual desktop integration
    • Demonstrated experience with either support or administration of Windows desktop and server platforms
  • Strong written and verbal communication skills in English.
  • Facilitate customer conference calls or inbound calls and manage the resolution of critical customer account issues.
  • Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.
  • Bachelor’s Degree in IT/Computer Science

Preferred Skills:

  • Previous development experience.
  • Experience with processes and methodology associated with design, documentation, transition and implementation/integration of systems in a healthcare environment and production experience with Electronic Health Record Systems (EHR/EMR); highly desirable.
  • Experience with speech recognition technologies.
  • Experience with software packaging and deployment technologies.
  • 3-5 + years of experience in advanced networking or server administration.
    • Demonstrated ability to perform basic networking diagnostics with tools such as Traceroute, PathPing, & Wireshark/Fiddler
    • Experience with supporting or administering LDAP/Active Directory
    • CompTia A+ or other desktop troubleshooting experience
  • Possess experience in the installation, configuration, management and performance monitoring of Microsoft Windows based applications and components.
  • Advanced scripting experience in one of the following: VB Script, PowerShell or Python.
  • Citrix, server virtualization, virtual desktop integration
  • Security, Active Directory, Single Sign-On

Additional Information:

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.


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Martin Eberhart General Manager
I recently rejoined Nuance because I love having the privilege of working with a diverse team of nice and talent individuals to drive customer satisfaction. Having the flexibility within my role to get stuff done while maintaining a good work-life balance. Martin General Manager
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I work with some of the smartest colleagues in the industry to turn leading technology and innovative ideas into products and solutions that solve real life problems and have a positive impact on people. I love the flexibility of working. Martin Product Manager
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