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Diagnostic Technical Support Engineer

Location Melbourne, Florida

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.

Healthcare-Hiring-Initiatives

Job Summary:

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. 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.

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 case 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 travel (minimal) as required.
• Other duties as assigned

• Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.

Required Skills:

• Experience with the implementation and support of Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), and/or Diagnostic Imaging Workflow Management solutions.

• 2 years of experience in a Tier II/III support environment and/or advanced networking and database experience (advanced experience w/ one of the following MS-SQL, Oracle, MySQL).

• MS Windows client-server proficient
• Must possess experience in the installation, configuration, management and performance monitoring of Microsoft Windows based applications and components
• Strong written and verbal communication skills

• 2 years of experience in a Tier II/III support environment and/or advanced networking and database experience (advanced experience w/ one of the following MS-SQL, Oracle, MySQL).

Preferred Skills:

• Experience with the PowerScribe 360 and/or Primordial product portfolio is highly desired, and these candidates will be given preferential consideration.
• Object oriented development experience

• CompTIA Security+

Education:

Bachelor’s degree (IT /CS/related discipline) or related experience

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.

Nuance Communication Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is availablehere. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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Why Nuance?

Our employees spend their days reinventing the relationship between people and technology. Join Nuance and help shape the future. Hear from members of our global team. Click profiles to learn more.

  • Arvind K. R&D Pune, India
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    Employee
    Arvind K. R&D Pune, India

    Innovation: Nuance is like a $2-billion start-up. There are so many things we are doing for the first time, but the scale is huge and the machinery is complex.

    We are a matrix organization: It is challenging but very rewarding to build collaborations with stakeholders that are halfway around the world.

    Impact: It boggles the mind to think that such a simple thing like software can not only change lives, but actually save lives. And finally, to paraphrase a quote from an unknown source: You have to be a little bit crazy to work at Nuance, but you have to be completely crazy to work anywhere else.

  • Shauna D. Human Resources Burlington, United States
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    Employee
    Shauna D. Human Resources Burlington, United States

    The global HR team is incredibly collaborative and creative. The work environment here at Nuance is diverse, dynamic - offering opportunities to challenge myself, while allowing me to have sound work-life balance.

  • Vaidehi K. R&D Bangalore, India
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    Employee
    Vaidehi K. R&D Bangalore, India

    “I like having the opportunity to work with different teams in Healthcare and I have been fortunate to make strong contacts over the years. I enjoy the fact that there are constantly new and diverse challenges and that I get to explore and learn new things every day.”

  • Anja L. Sales Aachen, Germany
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    Employee
    Anja L. Sales Aachen, Germany

    I love being part of a team that is creating innovative strategies and building solutions for the world’s biggest companies. We’re changing how people interact with the technology they use every day— like their car—and that’s an incredible feeling!

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