Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal National Support Engineer II based in the United States.

This is a senior Tier 3 technical support role responsible for resolving the most complex and business-critical issues across medical imaging and healthcare IT solutions.

• Lead end-to-end resolution of major incidents and highly complex customer escalations, taking ownership of critical cases and driving them through to resolution with minimal managerial supervision.
• Serve as a senior Subject Matter Expert across multiple medical imaging and healthcare IT product lines, providing advanced technical guidance to peers, junior engineers, and other functional teams.
• Review, triage, and escalate complex domestic and international support issues to development, acting as the dedicated technical liaison and coordinating technical activities until resolution.
• Work directly with Technical Assistance Center teams, customers, and international partners as required to diagnose issues, establish action plans, communicate timelines, and maintain progress toward resolution.
• Provide 24/7 after-hours and on-call technical support for down-site situations, including urgent assistance to support, project engineering, and upgrade teams.
• Maintain expert knowledge of medical imaging products, healthcare IT technologies, system functionality, and new software and product releases.
• Partner with development on special projects, product releases, clinically related issues, and technical investigations requiring advanced engineering expertise.
• Mentor and guide technical support engineers while delivering advanced technical training to support, upgrade, project engineering, and other teams.
• Create, review, and publish technical documentation, service communications, procedures, and knowledge-base articles to improve consistency and effectiveness across support functions.
• Collaborate cross-functionally to identify innovative solutions, improve escalation processes, strengthen support tools, and contribute to small- and medium-sized internal improvement initiatives.
• Support sales and marketing teams with technically focused responses to RFPs and other prospective customer requirements when requested.
• Ensure escalated issues are handled according to established procedures and response timelines, while maintaining accuracy, documentation quality, customer satisfaction, and regulatory compliance.
• Coordinate with internal departments to facilitate resolution of critical customer-site issues and ensure all relevant stakeholders remain aligned.
• Maintain required certifications, complete assigned training, meet performance objectives, and continuously expand technical expertise through ongoing professional development.
• Comply with applicable quality, privacy, security, medical device, regulatory, and industry standards, including relevant U.S. FDA and ISO 13485 requirements.

• Bachelor’s degree with approximately 8 years of relevant industry experience, a master’s degree with approximately 6 years of experience preferred, or 10+ years of comparable industry experience.
• At least 10 years of progressive experience as a Technical, Systems, Software, or Quality Assurance Engineer within medical IT, medical imaging, or closely related technology environments.
• Advanced technical expertise in healthcare IT and imaging products, with the ability to master three core product lines and effectively support at least one additional product area.
• Strong troubleshooting, systems analysis, escalation management, and problem-solving capabilities, particularly within complex production or customer environments.
• Experience working with enterprise medical imaging technologies such as PACS, VNA, storage systems, mobility platforms, 3D systems, clinical information systems, or related solutions is highly valuable.
• Relevant industry certifications are strongly valued, including security certifications such as Security+, VMware VCP, Cisco, Oracle, Microsoft, AWS, or comparable credentials.
• Demonstrated ability to operate independently, prioritize competing technical issues, exercise sound judgment, and drive complex problems to completion with limited supervision.
• Strong communication and interpersonal skills, with the ability to explain sophisticated technical and clinically related issues to technical and non-technical audiences.
• Proven ability to mentor engineers, provide technical training, collaborate with development teams, and influence stakeholders across multiple functions.
• Strong documentation skills and the ability to create clear procedures, knowledge-base content, technical communications, and escalation records.
• Ability to work effectively with customers, international partners, internal support organizations, engineering teams, sales, and marketing.
• Commitment to continuous learning and staying current with emerging technologies, product releases, industry trends, and best practices.