• Senior Technical Support Engineer, Dragon Medical

    Location US-FL-Melbourne
    Job ID
    Customer Service / Support - 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.


    Job Summary

    Senior Technical Support Engineer - Dragon Medical will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure.  Maintain superior documentation and actively contribute to ongoing process improvement.  This position has daily contact with help desk staff, customers, peers, and/or internal/external customer base.


    • Provide advanced technical support via telephone, email and customer site visits to external and internal customers.  
    • Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.
    • Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures. 
    • Must be capable of establishing and documenting processes, policies and procedures; producing high quality technical documentation to be included within Service Newsletters, public/private knowledge base systems, product manuals, etc. 
    • Identify trends and patterns between diverse service request descriptions and foresee future problems.
    • Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
    • Serve as an escalation point for difficult problems and complex inquiries. Collaborates with Second level Support staff to resolve critical or more complex problems in a timely manner.
    • Facilitate customer conference calls and manage the resolution of critical customer account issues. 
    • Act as cross functional program team representative; gathering and disseminating information to and from product development and engineering teams. 
    • Mentor technical and field services personnel, customer IT technical staff when needed. 
    • Availability for 24x7x365 staffing assignments, on-call pager rotation and customer site visit travel as required.  
    • Other duties as assigned.
    • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure.



    Education: Bachelor’s Degree or equivalent. (IT/ Computer Science/Healthcare Information Management field preferred.)



    Required skills:


    5 years of experience in advanced networking or database experience (Experience in one of the following MS-SQL, Oracle, MySQL database support).        


    Technical competencies:

    • Linix or Windows administration proficiency
    • Networking: Experience with Routing, switching, load balancing. Must have experience with basic network diagnostic tools such as Wireshark, Telnet, Pathping, etc.
    • Citrix XenApp/XenDesktop, server virtualization, virtual desktop integration
    • Experience with Active Directory, Single Sign-On
    • Must possess experience in the installation, configuration, management and performance monitoring of Microsoft Windows based applications and components.
    • Advanced scripting experience in one of the following: VB Script, PowerShell or Python.
    • Strong written and verbal communication skills.



    Preferred skills:

    • Object oriented development experience. Experience with processes and methodology associated with design, documentation, transition and implementation/integration of systems in a healthcare environment and production experience with Electronic Health Record Systems (EHR/EMR); highly desirable.
    • Experience with Dragon Naturally Speaking/Dragon Medical

    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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