Distinguished Natl Support Eng

Accountabilities: Lead the investigation, triage, and resolution of highly complex technical escalations that cannot be resolved by standard support teams. Partner with technical assistance teams and software development leadership to analyze critical issues, coordinate investigations, and drive problems through to resolution. Provide advanced technical support across enterprise medical imaging and informatics solutions, including PACS, VNA, storage systems, mobility platforms, 3D systems, and clinical information systems. Serve as a technical leader and mentor for support engineers, establishing and overseeing mentorship programs for senior and principal-level engineering professionals. Deliver specialized technical training to technical assistance, project engineering, upgrade, and global partner teams on complex systems, troubleshooting methods, and new product releases. Lead cross-functional technical investigations involving software development, quality assurance, product management, and other relevant stakeholders. Drive continuous improvement initiatives aimed at reducing escalations, enhancing product quality, improving documentation, and strengthening support processes. Develop, review, and publish technical documentation, service bulletins, diagnostic procedures, knowledge base articles, and troubleshooting playbooks. Establish best practices and technical standards that promote consistency, efficiency, and quality across global support operations. Research and evaluate emerging technologies, including AI and machine learning, predictive analytics, and advanced observability tools, to improve support capabilities and product performance. Influence product architecture and design decisions to improve system reliability, scalability, supportability, and diagnostic capabilities. Act as a trusted technical advisor to senior management, providing recommendations on critical technical decisions, business needs, and future technology trends. Communicate directly with customers when necessary to manage complex technical issues, explain resolutions, and maintain confidence in support outcomes. Collaborate with sales and marketing teams on technical questions and requests for proposals when specialized expertise is required. Support new software releases, special projects, and clinically related technical investigations in partnership with development teams. Provide after-hours and on-call technical assistance for critical customer system outages, including participation in required support rotations. Maintain expert knowledge of current medical imaging products, related technologies, and industry developments through continuous learning and certification maintenance. Meet established performance expectations for escalation response times, documentation quality, technical training, customer satisfaction, and project completion. Follow applicable quality management procedures, medical device regulatory requirements, and relevant standards, including U.S. FDA regulations and ISO 13485 requirements. Accommodate occasional travel, including short-notice overnight travel when required to support customer systems. Requirements: At least 12 years of progressive industry experience as a Technical, Systems, Software, or Quality Assurance Engineer in medical IT, medical imaging, or related technology environments. A master's degree with at least 8 years of industry experience, a bachelor's degree with at least 10 years of industry experience, or 12 or more years of comparable professional experience. Prior experience at the Senior Principal National Support Engineer II level is preferred. Demonstrated expertise in at least one current product line, with basic to intermediate knowledge of at least one additional product. Exceptional troubleshooting and diagnostic skills, particularly when handling complex, high-pressure technical situations. Advanced knowledge of enterprise medical informatics architecture, system design, virtualization technologies, VMware, and storage solutions. Strong understanding of storage systems and protocols, including SMB and S3. Expert knowledge of networking architectures, network troubleshooting commands, Wireshark, and packet-capture or network analysis tools. Proficiency with industry communication protocols, including DICOM, HL7, HTTP/HTTPS, and SSL/TLS. Strong understanding of cloud computing platforms and concepts, including AWS and Microsoft Azure. Advanced knowledge of Microsoft Windows Server environments, including versions 2012, 2016, 2019, and 2022 or later, as well as related system administration. Strong Linux architecture and administration skills, particularly with Red Hat Enterprise Linux (RHEL) and compatible distributions such as CentOS and Oracle Linux. Experience with shell scripting using Bash and PowerShell, along with programming languages and technologies such as C#, Java, Python, HTML, and XML. Expertise in databases, including Oracle, PostgreSQL, and SQL, with experience using SQL Plus and SQL scripts. Familiarity with containerization technologies such as Docker and Kubernetes. Ability to optimize the performance, scalability, reliability, and security of enterprise-level medical informatics systems. Strong technical communication and presentation skills, including the ability to translate complex concepts into clear recommendations for technical teams, customers, and business leaders. Demonstrated leadership, mentorship, and cross-functional collaboration skills, with the ability to guide teams and manage complex investigations with minimal supervision. Excellent judgment, logical reasoning, creativity, and problem-solving abilities under pressure. Strong organizational skills and a self-directed approach to managing priorities, driving issues to completion, and meeting deadlines. Ability to maintain relevant professional certifications. Preferred credentials include Security+, VMware Certified Professional (VCP), Cisco certifications, Azure certifications, Linux certifications, Microsoft certifications, professional-level AWS or Azure architecture certifications, and advanced networking credentials such as CCIE or CCNP. Willingness to work outside standard business hours, including overtime, holidays, and on-call rotations, as required. Availability for occasional travel of up to 25%. Ability to meet the role's physical requirements, which may include extended periods of sitting and computer use, standing and walking, bending or kneeling to access equipment, lifting or moving items weighing up to 50 pounds, reaching equipment in server racks, and using hand tools. Benefits: Annual salary range: $110,366–$146,364, as stated in the original posting. The listed compensation is in U.S. dollars and should be confirmed for the Brazil-based arrangement. Medical insurance: Medical coverage. Dental insurance: Dental care coverage. Vision insurance: Vision care coverage. Retirement savings: Access to a 401(k) retirement savings plan, subject to applicable plan terms. Life insurance: Life insurance coverage. Paid time off: Paid leave for rest and personal needs. Remote work: The role is advertised as remote; the original listing identifies the position location as the United States. Eligibility to work remotely from Brazil and the applicable employment arrangement should be confirmed with the hiring company. Professional development: Opportunities to maintain industry certifications, expand technical expertise, mentor other engineers, and work with advanced healthcare and enterprise technologies.