Nuance

Technical Support Engineer - (Dev-Ops Application-CLU)

US-MA-Burlington
Job ID
1-23664
Category
Information Technology - All Openings
Pos. Type
Full Time

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.

 

An opportunity for the ideal candidate to join the Nuance Medical SpeechKit Support Team as a qualified Software Engineering Support member.    This team provides support/troubleshooting for our Healthcare speech recognition SDKs (web, mobile, and desktop) as well as our CLU, (Clinical Language Understanding) products. The ideal candidate will be very motivated, a self-starter, and have excellent communication skills.

Job Summary

Position Summary

  • Provide advanced technical support to customers using products based on the Nuance Clinical Language Understanding technology while working with the CLU Software Development Team, QA, and other Support Teams.
  • Perform all technical support tasks associated the CLU infrastructure as well as the client facing applications.
  • This resource is a member of the Nuance Healthcare Development Platform Support Team.

Principle Duties and Responsibilities:

  • Troubleshoot customer reported issues or monitoring reported issues to ensure platform stability.
  • Troubleshoot customer facing application issues.
  • Troubleshoot complex CLU infrastructure issues including Web Services, MySQL and Cassandra.
  • Use complex logging from multiple systems to troubleshoot and isolate issues.
  • Create/track detailed Jira entries for escalation of issues/defects to the software development team.
  • Monitor and receive service requests from customers and work the issue and fully document the support process.
  • Author knowledgebase and other troubleshooting technical documentation.
  • Work closely with the software development team, other support teams, and product management.
  • Lead/assist with meeting/exceeding department goals and initiatives.

Required Skills:

  • Minimum 5 years experience in technical support field or industry.
  • Experience testing large scale multi-tier web based applications.
  • Strong Web Services experience and thorough understanding of Web Services methodologies including SOA, XML, SOAP, REST, etc.
  • Ability to analyze, understand, and correlate many logs from multiple products in the a solution.
  • Strong Linux operational skills.
  • Strong Database experience including MYSQL and Cassandra.
  • Ability to create and execute SQL queries.
  • Experience working with and troubleshooting cloud-based applications.
  • DevOps experience.
  • Excellent written and verbal communication.

Preferred Skills:

  • Experience in the Healthcare/Transcription/Clinical Documentation industry.
  • Understanding of the software development life cycle.
  • Experience working with and troubleshooting cloud-based applications.
  • Project Management skills in a technical or managerial capacity.

Education:

  • BS in Computer Science, Computer Engineering, Information Systems, Information Management, etc.

 

 

 

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 available here.  If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.

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