• Job Description

  Req#: 107570

  Senior Medical Imaging Application Support Engineer

  As part of our Diagnostic Imaging team, you’ll be helping improve patient outcomes using our AI-driven cloud technology for medical imaging, including our industry leading solutions PowerScribe and PowerShare . You’ll be working to expand our solutions and harness cloud technology and real-time clinical intelligence to reveal actionable insights, overcome inefficiencies, and close the loop on failed follow ups. As 80 percent of radiology reports in the U.S. are already generated by our solutions, help us continue to provide intelligent clinical guidance solutions for radiologists.

  The Senior Medical Imaging Application Support Engineer will be relied upon by customers, vendors, partners, and internal teams when issues occur; providing excellent customer service via troubleshooting, diagnosis and resolution of complex technical problems related to Nuance Diagnostic Solutions.

  Principal Duties and Responsibilities :

  Research, analyze, document, and manage high quality resolutions to complex technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures in a fast-paced critical patient care environment to ensure timely response to customer inquiries, problem resolution, and reporting/escalation of unresolved issues.

  • Conduct detailed log file analysis, environmental and alerts monitoring , and system or application workflow configuration analysis and changes ; d raw conclusions to support your decisions and resolution actions .

  • Provide advanced technical support via telephone, email, and chat to external and internal customers. Infrequent on-premise client visits may be required .

  • Knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.

  • Must be capable of establishing and documenting high quality technical documentation to be included within newsletters, public/private knowledge base systems, product and service manuals, and internal team procedures, technical training, etc.

  • Ability to recognize trends and patterns between diverse service request descriptions and foresee future problems and respond accordingly with technical actions or planning and coordination efforts to minimize risks.

  • Facilitate and lead customer conference calls when necessary to manage the resolution of critical customer account issues .

  • Act as cross-functional program team representative, gathering and disseminating information to and from product development, product management and infrastructure engineering teams.

  • Reproduce errors in test and lab systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing ; e xercise discretion to devise workarounds to problems, document procedures, and communicate appropriately to customers to minimize adverse risk and avoid continued or recurring disruption.

  • Demonstrate availability within pre-defined SLA and OLA timelines to engage with and assist technical teams during critical or urgent incidents that demand immediate attention and resolution to restore services for customer use and to facilitate patient care continuum.

  • Mentor technical and field services personnel, and customer IT technical staff as needed.

  • Availability for 24x7x365 staffing assignments, on-call rotation and infrequent travel as required.

  Qualifications :

  • 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 typically required . Alternatively, 5+ years of experience in a Tier II/III technical support environment in a healthcare setting.

  Requirem ents:

  • Experience troubleshooting various issues within the Windows stack (Windows, IIS, SQL)

  • History of using remote connection tools such as LogMeIn, Citrix GoToAssist, MS Teams or similar

  • Skilled at analyzing issues within web-based and virtual client and server environments (Citrix, VMWare), as well as desktop PC (MS Windows) and mobile operating systems (iOS, Android)

  • Ability to write complex ad hoc SQL queries and conduct database performance and tuning analysis

  • Advanced knowledge of HL7 and/or DICOM integrations

  • Understanding of Cloud Services , associated native components and navigation within a cloud-hosted environment

  Preferred Skills :

  • Ability to analyze network traffic using industry-standard diagnostic tools to diagnose application stability and performance issues

  • Demonstrated abilit y to facilitate ongoing problem management and proactive support initiatives

  • Understanding of data protection and privacy practices and regulations (HIPAA, GDPR)

  • MS SQL Querying or SQL Administration certification

  • CompTIA Security+ certification

  Additional 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.

  #LI-Hybrid

  #LI-SS1

  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.

• About the company

  Nuance merged with its competitor in the commercial large-scale speech application business, ScanSoft, in October 2005.

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