Technical Support Engineer

SUMMARY:

The Technical Support Engineer (TSE) has accountability for remote and onsite support to include response and resolution of technical and administrative issues in a 24x7x365 global support organization.  The position requires identifying a problem, accessing, collecting, and analyzing data, triaging, developing an action plan, and implementing the plan and observing the results until resolution. The TSE will be required to document all activity and steps in a CRM and provide status updates until closure to both the end user and internal teams to meet SLA and business objectives. The person will also follow, develop, and create procedures, knowledge articles, participate in projects and assist in training in support of the products, customers, internal teams, and distributors. Onsite support will include assisting, delivering or leading delivery, setup, troubleshooting, upgrades, hardware replacement, preventive maintenance, or other onsite required tasks.  The person will report to the Senior Manager of Technical Support.

RESPONSIBILITIES:

• Conduct remote and/or on-site support to include deployment/installation, maintenance, analysis, troubleshooting repair, hardware functionality and replacement, administrative oversight, and support of medical devices at customer sites.
• Accountability for and coordinates response and resolution between the end users and all departments within Hyperfine and within defined SLA and business objectives
• Develop a deep understanding of products to include User Interface, hardware, software, and cloud authentication tools.
• Monitor and respond to various channels 
• Documenting and accountability for delivery of response and resolution for reported issues and cases including responsibility for network connectivity issues, scanner configuration, and overall end to end useability
• Continuous communication with customers and internal teams and leadership on status, progress, action plans, and escalations 
• Write, test, and execute workflow/troubleshooting processes and upgrading instructions
• Write, test and train others on knowledge-based articles to assist with minimum triage time, troubleshooting or explaining procedures and functions
• Reproduce customer reported problems and test solutions
• Addresses various types of cases to include but not limited to new features, enhancements, how-to, turn-up and configuration, training, RMA/hardware replacement, safety, regulatory and problem resolution in a time sensitive environment
• Develop expertise and utilize various tools (i.e., Salesforce, JIRA, Elastic/Kabana, AWS and others)
• Complete training, create, review, and maintain an understanding of processes to include those in the QMS to include participation in audits
• Develop and maintain working relationships with customers, clinical scientists, system users and company personnel.
• Assist team to support both IRB and 510K approved MRI medical instrumentation.
• Aid in the setup of a service infrastructure.
• Deliver and create OKR for quarterly and yearly objectives
• Collaborate with SaaS Cloud team to troubleshoot issues
• Collaborates with network architects on network optimization planning and delivery
• Secure network system by establishing and enforcing policies and defining and monitoring access.
• Lead team, projects and assist with mentoring.
• Continuous self and team improvement by participating in educational opportunities, reading professional publications, hosting training sessions, creating training material and participating in professional organizations.
• Travel domestic and international
• Provide demos or training to end users, distributors, and internal teams
• Provide on-call support evening and weekends on a rotational schedule

KNOWLEDGE AND SKILL:

• Hardware fault analysis and replacement
• Software fault analysis, upgrades, and reproduction of issues
• Case and knowledge management – tracking, documenting through the lifecycle of the case (i.e. defining problem statement, collecting and analyzing data, creating an action plan, executing, follow up)
• Experience with hospital integration (PACS, RIS, MWL, Cloud)
• Communication skills – written, verbal, and presentation

EDUCATION/EXPERIENCE REQUIRED:

• Requires Bachelor's Degree in Engineering, Information Technology, Computer Science and 3+ years of experience in electronic system troubleshooting; or equivalent combination of skills and experience
• 3+ years’ experience installing, troubleshooting, repairing, and calibrating complex systems (medical device system preferred)
• 2+ years’ experience with Unix/Linux
• 2+ years’ experience with networking and configuring ethernet, DHCP, WiFi, WPA
• 25% travel