• Product Support Engineer

    Location US-FL-Melbourne
    Job ID
    1-43547
    Category
    Professional Services - Software Development or Programming
    Pos. Type
    Full Time
  • Company Overview

    Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

     

    Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

    Job Summary

    Job Summary:

     

    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 support staff, customers, peers, and/or internal/external customer base.

     

    Principle 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 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.
    • 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.
    • Availability for 24x7x365 staffing assignments, on-call 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.

    Knowledge, skills and qualifications:

    • Education: Bachelor’s degree (IT /CS/related discipline)
    • Minimum years of work experience: 2 years of technical IT experience

    Required skills:

    • Demonstrated experience in network troubleshooting, desktop & server OS support, basic scripting skills in a language such as Python, PowerShell, or VB.

    Preferred skills:

    • Healthcare IT experience, experience desktop and application virtualization, SalesForce Service Cloud, Atlassian Suite

    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 Communications, Inc. (“Nuance”) 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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