{"id":4327677,"url":"https://alion.io/job/fujifilm-sr-tech-support-engineer-mi-1","title":"Sr Tech Support Engineer MI -1","company":{"id":9349,"name":"Fujifilm","domain":"fujifilm.com","url":"https://alion.io/company/fujifilm-holdings","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DICOM","optional":false},{"name":"HL7","optional":false},{"name":"ISO 13485","optional":false},{"name":"SQL","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Linux","optional":true},{"name":"PostgreSQL","optional":true}],"status":"live","first_seen_at":"2026-11-15T02:13:32Z","employer_posted_date":"2026-11-15","last_verified_at":"2026-11-15T02:13:32Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Position Overview\nThe 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 issue and is the second level support across our Synapse products. This engineer is expected be able to resolve most of the cases that are presented to them and responsible for documenting more in-depth evaluations of issues that they are unable to resolve. This engineer must be comfortable with making decisions while working on these more complex issues. This role requires a firm grasp of time management and organizational skills.\nTo meet the needs of our customers, working outside normal business hours and on some weekends/holidays is required. In addition to working OT to handle workload and meet required metrics/expectations.\nCompany Overview\nAt FUJIFILM Healthcare Americas Corporation, we’re on a mission to innovate for a healthier world, and we need passionate, driven people like you to help us get there. Our cutting-edge healthcare solutions span diagnostic imaging, enterprise imaging, endoscopic and surgical imaging, as well as in-vitro diagnostics.\nBut we don’t stop at healthcare; our Non-Destructive Testing (NDT) team harnesses advanced radiography solutions to keep transportation infrastructure, aerospace, and oil and gas assets safe and running smoothly.\nReady to innovate, collaborate, and make a difference? Join us and bring your big ideas to life while working in a dynamic, flexible environment that fuels your creativity and drive.\nOur headquarters is in Lexington, Massachusetts, an inspiring healthcare research hub in a historic town.\nFujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers\nJob Description\nDuties and Responsibilities:\nSupports our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with timely responses.\nWorks on 3rd party hardware, software, and network related issues that are sold or supported by FUJIFILM.\nEffectively and efficiently uses the FUJIFILM knowledge resources available to help in the troubleshooting process.\nCollaborates with peers and other team members when working on more complex technical issues.\nEffectively documents cases throughout the process of troubleshooting the issue.\nStrictly follows the Technical Assistance Center (TAC) escalation process to move cases, in a timely manner, to the next level engineer when an issue cannot be resolved. \nEngineers must have the ability and skillset to answer and facilitate incoming customer calls, effectively communicate with our customers, and document the interactions within a case.\nWorks cross-functionally with other Synapse teams/products as required and handles other duties as assigned.\nMonitors TAC phone system wall boards to ensure that proper statuses are maintained.\nPositive customer surveys, documentation accuracy and consistency, timely case and project completion, and finishing the assigned trainings are standard expectations for all FUJI engineers.\nMaintains a high level of success with yearly goals provided by your manager and metrics defined on a team level. \nWorking outside of normal business hours, overtime, holidays, and participation in an on-call rotation are required to cover the needs of the business.\nSome short notice overnight travel, based on the needs of the business, to work on customer systems.\nAdheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures.\nComply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards.\nQualifications:\nBaseline Qualifications:\nBachelor’s Degree, Trade School Certification (Industry related), or Industry Experience Equivalent\nOne or more industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred).\nWorking knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle.\nKnowledge of current network technologies.\nSuperior communication and interpersonal skills, excellent phone manner.\nAbility to achieve results and meet goals in a fast-paced, team environment.\nAbility to make independent decisions based on interpretation of technology data and product knowledge.\nExcellent organizational and multi-tasking skills.\nKnowledge of Synapse workflows and their implementations.\nKnowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)\nPreferred Qualifications:\nFUJIFILM Synapse Administration experience.\nWorking knowledge of Synapse workflows and their implementations.\nWorking knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)\nKnowledge with Synapse application front end.\nKnowledge of medical informatics architecture (VMware and Storage Solutions).\nKnowledge of Linux Architecture.\nExperience of using Postgresql\nIndustry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications).\nSecurity Certifications (Security + or higher)\nKey Performance Indicators:\nTo maintain this position engineer’s must:Maintain Security+ Certification (Security + or higher)\nMaintain and expand knowledge acquired to be designated as a TAC Subject Matter Expert (SME) in two disciplines.\n\nAll engineers must maintain a case workload within 10% of the median of their peers at a minimum.\nCase backlogs must stay at or below 25 cases (not including escalated cases) unless approved by management.\nPhysical Requirements:\nThe position requires the ability to perform the following physical demands and/or have the listed capabilities:\nThe ability to sit up to 75-100% of applicable work time.\nThe ability to use your hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time. \nThe ability to stand, talk, and hear for 75% of applicable work time.\nTravel:\nOccasional (up to 10%) travel may be required based on business need.\n* #LI-Remote\nIn the event that COVID-19 vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements.For all positions, the Company encourages vaccination against COVID-19 and requires that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.\nEEO Information\nFujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.\nADA Information\nIf you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ( or (330) 425-1313).","description_format":"text","description_chars":8171,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Advanced Materials","Digital Cameras & Photography","CRO & CDMO Services","Printers & 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