• Diagnostic Technical Support Engineer

    Location US-FL-Melbourne
    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


    The Diagnostics Support Engineer 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, customers, management, peers, and/or internal/external customer base.


    Duties and responsibilities:

    • 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 newsletters, public/private knowledge base systems, product manuals, etc.
    • Ability to recognize trends and patterns between diverse case descriptions and foresee future problems.
    • Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
    • 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 travel (minimal) as required.
    • Other duties as assigned

    • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.


    Required Skills:

    • Experience with the implementation and support of Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), and/or Diagnostic Imaging Workflow Management solutions.

    • 2 years of experience in a Tier II/III support environment and/or advanced networking and database experience (advanced experience w/ one of the following MS-SQL, Oracle, MySQL).

    • MS Windows client-server proficient
    • Must possess experience in the installation, configuration, management and performance monitoring of Microsoft Windows based applications and components
    • Strong written and verbal communication skills

    • 2 years of experience in a Tier II/III support environment and/or advanced networking and database experience (advanced experience w/ one of the following MS-SQL, Oracle, MySQL).


    Preferred Skills:

    • Experience with the PowerScribe 360 and/or Primordial product portfolio is highly desired, and these candidates will be given preferential consideration.
    • Object oriented development experience

    • CompTIA Security+



    Bachelor’s degree (IT /CS/related discipline) or related experience

    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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