[Remote] Oracle DBA (National Support Engineer role for Medical Imaging)

Note: The job is a remote job and is open to candidates in USA. FUJIFILM Healthcare Americas Corporation is hiring a Distinguished National Support Engineer to provide advanced technical leadership and resolve complex customer issues across its medical imaging and informatics products. The role leads escalations with development, supports and mentors technical teams, drives support improvements, and provides customer communication, training, and after-hours on-call support.

Responsibilities

• Provides skills, knowledge, and experience in solving complex issues that other areas cannot resolve
• Tasked with review and triaging of escalations received from TAC, presenting the issue to development, working with development until resolution
• Consults with TAC and Development to analyze Synapse issues that require Development action
• Provide technical support to the Enterprise Support team and other areas of the business as needed
• Tasked with ownership of the mentorship process between the Enterprise Support Team members and interaction to other technical teams within the business
• Tasked with providing highly specialized advanced technical training to the TAC, Upgrade and Project Engineer team members and global business partners
• Formally establish and oversee mentorship programs for Principal and other technical support engineers
• Tasked with leading cross-functional technical investigations and problem-solving teams involving multiple stakeholders (Development, QA, Product Management)
• Understands and routinely verify the current process are aligned within the strategic objective of the business
• Adheres to the Escalation Process requirements for timely escalated issues according to established procedures
• Provides insight and direction on the process of creating, reviewing, and publishing documentation, and publishing of Knowledge Base articles in a timely manner
• Lead strategic initiatives to reduce escalations and improve product quality through collaboration with R&D
• Actively research, evaluate, and propose new technologies or methodologies to enhance support capabilities or product offerings
• Define best practices and technical standards for the global support team, ensuring consistency and excellence
• Drive innovation within the support organization by researching and piloting new technologies (e.g., AI/ML for predictive analytics, advanced observability tools)
• Explores new technologies and provide guidance on how they can be utilized to achieve customer satisfaction and business objectives
• Influence product design and architecture for supportability, reliability, and diagnosability
• Act as a trusted advisor to senior management on critical technical decisions and future technological trends
• Interacts with customers on complex issues and communications directly with development and other areas of the business as required
• As needed, manage technical issues directly with customers
• Participates in cross functional team across the business to provide strategical technical direction in accordance with the objective of the business
• Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned
• Collaborate with peers and all other FUJIFILM teams to solve complex technical issues and develop innovative solutions
• Works directly with development on special projects, new software/product releases or as needed
• Tasked with communicating clinically related issues to development
• When requested, provide directions to the marketing and sales teams for technically related questions presented in Request for Proposal (RFP) received by the business to win new opportunities
• Operates with minimal managerial supervision, while being driven through self-motivation and driving issues to completion
• Engages immediately upon request from TAC on issues with high visibility customers and highly complex escalation
• Provide on-call assistance to TAC, PE, or UE teams for down sites after hours support as needed
• Maintains an expert working knowledge of current medical imaging products and related technologies
• Stays abreast of the latest industry/technology advances through continuous education
• Provides guidance to the team members based on management direction
• Positive customer surveys, documentation accuracy and consistency, and special project completion, and completion for all assigned training are standard expectations for all FUJI engineers
• Maintains a high level of success with yearly goals provided by your manager and metrics defined on a team level
• Working outside of normal business hours, overtime, holidays, and participation in an on-call rotation are required to cover the needs of the business
• Based on the need, short notice overnight travel, based on the needs of the business, to work on customer systems may be required
• Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures
• Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards

Skills

• Minimum twelve (12) years of progressive experience as a Technical, Systems, Software or Quality Assurance Engineer in Medical IT and/or Imaging products
• Bachelor's Degree with industry experience of 10 years or comparable work experience of 12+ years of industry experience
• Outstanding troubleshooting skills in a pressure situation
• Mastery with soft skills in high pressure situation
• Excellent presentation skills
• Demonstrates clear and logical thinking and the ability to think outside of the box to address complex issues when required
• Demonstrates expertise in at least one product line offering and has a basic/intermediate understanding of at least 1 other current product
• Adept with storage systems and storage protocols: SMB and S3
• Mastery of networking architectures and demonstrates the ability to efficiently troubleshoot issues using available networking commands and Wireshark or sniffing software
• Expert with applicable industry related communication protocols: DICOM, HL7, HTTP/HTTPS, SSL/TLS
• Skilled with cloud computing concepts: AWS, Azure, etc
• Masters understanding of the Microsoft operating systems (Microsoft Server 2012, 2016, 2019, 2022+) utilized by the current products and system administration
• Skilled with Shell Scripting in BASH, PowerShell
• Skilled with programing languages: C#, Java, Python, HTML/XML
• Expertise in databases (ORACLE, Postgresql and SQL) and use of SQL Plus and SQL scripts
• Adept with Docker or Kubernetes
• Proficient in managing Red Hat Enterprise Linux (RHEL) servers or its downstream server distributions (CentOS, Oracle Linux, Scientific Linux
• Master level knowledge of medical informatics architecture and design (VMware and Storage Solutions)
• Mastery knowledge of Linux Architecture and system administration
• High level of understanding and experience in optimizing the performance, scalability, and security of enterprise-level medical informatics systems
• Ability to translate complex technical concepts into clear strategic recommendations for business leaders
• Minimum 4 years of proficiency in holding the position of Senior Principal National Support Engineer II is preferred
• Master (preferred) with 8 years industry experience
• Current Leading Industry Certifications – one or more preferred, not limited to:
• Security Certification (Security + or higher)
• Current VCP Certification
• VCP certification
• CISCO Certification
• Azure certification
• Linux Certification
• Microsoft Certification
• Relevant professional-level cloud certifications (e.g., AWS Solutions Architect – Professional, Azure Solutions Architect Expert) or advanced networking certifications (e.g., CCIE/CCNP equivalent)

Benefits

• Medical
• Dental
• Vision
• 401k
• Life Insurance
• Paid Time Off
• Remote work

Company Overview

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