• Senior Technical Support Engineer

    Location US-MA-Burlington
    Job ID
    Research & Development - Other
    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.

    Job Summary

    Position summary – The Senior Technical Support Engineer (third level) will contribute to the development of Nuance Dragon Medical One as part of a team responsible for continued engineering in close cooperation with customers and partners.  Dragon Medical One is a cloud-based, secure speech recognition solution for the healthcare market, enabling healthcare providers to efficiently document using their voice.  The position is expected to actively contribute in customer facing communication, hands on analysis of software defects and creation of technical documentation - working in a highly collaborative and global environment.


    Principal duties:

    +Creating and maintaining technical documentation including deployment - and detailed step by step trouble-shooting guides targeting system administrators and DevOps

    +Representing engineering teams in customer facing technical communication

    +Contribution to software and documentation requirements engineering and elicitation through communication and feedback

    +Analysis of interoperability issues between healthcare systems and Nuance Dragon Medical One

    +Analysis of deployment issues of Nuance Dragon Medical One and Nuance Dragon Medical Server in customer environments, including environments hosted by US Government agencies

    +Close cooperation with other engineering teams and active participation in working on issue resolution as part of the Dragon Medical One Engineering organization.


    Education: Bachelor's degree in computer science, Engineering, Math or related field


    Must be US Citizen - Will need to have an extensive background check for Secret Clearance approval


    Minimum years of work experience: 5 years


    Knowledge, skills and qualifications: 

    +Comfortable being part of a team, especially a geographically dispersed team

    +Comfortable with traveling (on-demand basis) and customer facing contact

    +Familiar with software development and software development processes

    +Familiar with client - server based enterprise software

    +Solid technical, analytical and problem solving skills

    +Motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration

    +Excellent English technical writing skills

    +Passion and enthusiasm

    +Security Clearance (must have requirement)

    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 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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