Principal National Support Engineer II

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal National Support Engineer II based in the United States.

This is a senior Tier 3 technical support role responsible for resolving the most complex and business-critical issues across medical imaging and healthcare IT solutions.

You will serve as a technical escalation leader, partnering closely with development, technical support, project engineering, upgrade teams, international partners, and customers.

The role combines deep hands-on troubleshooting with technical leadership, knowledge sharing, documentation, and mentoring.

You will take ownership of high-priority incidents from escalation through resolution while ensuring an exceptional customer experience.

You will also influence product releases, support processes, technical training, and improvements to internal tools and practices.

The position offers a remote work environment with opportunities to collaborate across a broad, global healthcare technology organization.

Because critical customer systems require continuous coverage, participation in an after-hours and 24/7 on-call rotation is an essential part of the role.

Accountabilities

• Lead end-to-end resolution of major incidents and highly complex customer escalations, taking ownership of critical cases and driving them through to resolution with minimal managerial supervision.
• Serve as a senior Subject Matter Expert across multiple medical imaging and healthcare IT product lines, providing advanced technical guidance to peers, junior engineers, and other functional teams.
• Review, triage, and escalate complex domestic and international support issues to development, acting as the dedicated technical liaison and coordinating technical activities until resolution.
• Work directly with Technical Assistance Center teams, customers, and international partners as required to diagnose issues, establish action plans, communicate timelines, and maintain progress toward resolution.
• Provide 24/7 after-hours and on-call technical support for down-site situations, including urgent assistance to support, project engineering, and upgrade teams.
• Maintain expert knowledge of medical imaging products, healthcare IT technologies, system functionality, and new software and product releases.
• Partner with development on special projects, product releases, clinically related issues, and technical investigations requiring advanced engineering expertise.
• Mentor and guide technical support engineers while delivering advanced technical training to support, upgrade, project engineering, and other teams.
• Create, review, and publish technical documentation, service communications, procedures, and knowledge-base articles to improve consistency and effectiveness across support functions.
• Collaborate cross-functionally to identify innovative solutions, improve escalation processes, strengthen support tools, and contribute to small- and medium-sized internal improvement initiatives.
• Support sales and marketing teams with technically focused responses to RFPs and other prospective customer requirements when requested.
• Ensure escalated issues are handled according to established procedures and response timelines, while maintaining accuracy, documentation quality, customer satisfaction, and regulatory compliance.
• Coordinate with internal departments to facilitate resolution of critical customer-site issues and ensure all relevant stakeholders remain aligned.
• Maintain required certifications, complete assigned training, meet performance objectives, and continuously expand technical expertise through ongoing professional development.
• Comply with applicable quality, privacy, security, medical device, regulatory, and industry standards, including relevant U.S. FDA and ISO 13485 requirements.

Requirements

• Bachelor’s degree with approximately 8 years of relevant industry experience, a master’s degree with approximately 6 years of experience preferred, or 10+ years of comparable industry experience.
• At least 10 years of progressive experience as a Technical, Systems, Software, or Quality Assurance Engineer within medical IT, medical imaging, or closely related technology environments.
• Advanced technical expertise in healthcare IT and imaging products, with the ability to master three core product lines and effectively support at least one additional product area.
• Strong troubleshooting, systems analysis, escalation management, and problem-solving capabilities, particularly within complex production or customer environments.
• Experience working with enterprise medical imaging technologies such as PACS, VNA, storage systems, mobility platforms, 3D systems, clinical information systems, or related solutions is highly valuable.
• Relevant industry certifications are strongly valued, including security certifications such as Security+, VMware VCP, Cisco, Oracle, Microsoft, AWS, or comparable credentials.
• Demonstrated ability to operate independently, prioritize competing technical issues, exercise sound judgment, and drive complex problems to completion with limited supervision.
• Strong communication and interpersonal skills, with the ability to explain sophisticated technical and clinically related issues to technical and non-technical audiences.
• Proven ability to mentor engineers, provide technical training, collaborate with development teams, and influence stakeholders across multiple functions.
• Strong documentation skills and the ability to create clear procedures, knowledge-base content, technical communications, and escalation records.
• Ability to work effectively with customers, international partners, internal support organizations, engineering teams, sales, and marketing.
• Commitment to continuous learning and staying current with emerging technologies, product releases, industry developments, and relevant certifications.
• Willingness to participate in after-hours, holiday, overtime, and 24/7 on-call coverage as required.
• Ability to travel occasionally, including short-notice or overnight travel to customer sites; travel may reach approximately 25% based on business needs.
• Ability to meet the physical requirements of the position, including extended periods of sitting and computer use, standing and walking, working around desks and server racks, manipulating hand tools, and lifting or moving items weighing up to 50 pounds when required.

Benefits

• Salary: $110,366-$130,909 annually, with actual compensation determined by qualifications, skills, experience, and other applicable factors.
• Healthcare: Medical, dental, and vision coverage.
• Insurance: Life insurance and related protection benefits.
• Retirement: 401(k) plan.
• Time Off: Paid time off.
• Remote Work: Remote position with the equipment and support needed to perform the role effectively.
• Career Development: Opportunities to expand technical expertise, pursue certifications, participate in training, and develop professionally.
• Global Impact: Opportunity to work with advanced healthcare technology and contribute to solutions supporting medical professionals and patients.
• Flexible Environment: Collaboration across diverse technical and functional teams within a flexible work setting.
• On-Call Opportunities: Exposure to high-priority, technically challenging customer environments and critical incident management.
• Travel: Occasional travel opportunities, including customer-site engagements, based on business requirements.