Job Description:

Description

COMPANY OVERVIEW

At Vital, what we do matters. This is at the heart of every product we develop, every service we provide, and especially each member of our team. Vital is part of Canon Medical Systems, and together we lead the industry with the latest health imaging informatics solutions. We improve the quality of patient care by developing innovative products that enable the exchange, analysis and storage of clinical information across health care enterprises and communities. Our products handle millions of medical images and health records a day across the world. Vital Images experiences the best of both worlds with a dynamic and collaborative environment, casual culture, and agility of a mid-sized company, while having the support and resources of Canon.

 

Our offices are based in Minnetonka, Minnesota; Waterloo, Ontario; Copenhagen, Denmark; The Netherlands; and Beijing, China. We value our team’s innovation, enthusiasm, and dedication to help improve the lives of patients. Do you want to be part of a passionate team that believes what we do matters? Then a career with Vital Images might be right for you!

 

BASIC PURPOSE AND OBJECTIVES:

The Technical Support Engineer is responsible for applying strong Linux knowledge and analytical skills remotely on a real-time basis to resolve customer reported application issues related to our world-class imaging software. 

 

In this role, the Technical Support Engineer will receive incoming customer reported issues by phone, email and web portal.  Your technical trouble shooting and problem isolation/replication skills along with your attention to detail are imperative. 

 

You will apply your education, experience, Vital Images Linux-based product-specific training and use of our internal knowledgebases to ensure timely resolutions are provided to our customers.  Communication, both verbal and written, are a primary job function and utilized throughout your day.  As a Technical Support Engineer, you must be able to multi-task and accurately document all customer contact in our Salesforce case management system. 

 

As a provider of medical imaging software, it is essential that you ensure quick responsiveness and deliver mission critical resolution to cases.  Your resolution will include highly complex hardware and software Linux based technical issues including general knowledge of imaging software such as MRI’s, CT scans, X-Rays etc.

 

RESPONSIBILITES

• In a team environment, trouble-shoot complex technology problems with emphasis on Linux Directory Permissions, use of the file editor to accomplish tasks or obtain information, identifying issues using logs, understanding of TLS/Digital Certificates and Linux Cyber security to research causes and recommend resolutions


• Serve as escalation point for technical issues related to our Linux based products upon increasing skills and product knowledge.


• Identify potential product defects and escalate to appropriate Support and/or Engineering groups.


• Interact with cross-functional product development, product engineering and marketing teams to ensure customer feedback is evaluated and integrated back into our product roadmap


• Identify complaints that constitute potential hazards and bring them to the attention of Customer Support Management per Vital Images procedures


• Assists with hardware support to customers and functions as a liaison between the system manufacturer and the customer when needed


• Limited travel may be required on short notice to a customer site to resolve issues directly


• Technical Support Engineers may be required to work on-call after hours

 

EDUCATION AND SKILLS REQUIREMENTS

• Bachelor’s Degree in Computer Science, Management Information Systems, or related field.


• Good knowledge and/or experience with Linux, storage, networking, Cassandra and non-SQL


• Experience with supporting software systems and the integration of such systems into existing networks preferred


• Experience and/or knowledge of case management (Salesforce, Jira) and knowledge base tools (Confluence, SharePoint) preferred


• Understanding of complex VMWare concepts, knowledge of BareMetal/configure RAM/CPU/Storage/NIC setup preferred.


• Ability to utilize tools for remote access into customer systems e.g., Bomgar, to trouble shoot, identify root cause, make recommendations and solve issues

 

WHAT WE OFFER YOU

Vital offers a dynamic workplace, competitive compensation package, and room for learning and growth in our organization. This is an environment in which things move quickly and you’ll have the opportunity to wear many hats. We have a casual dress code, offer flexible work hours and actively foster work-life balance, because anything else simply isn’t sustainable. Our Minnetonka, MN office is located about 12 miles southwest of downtown Minneapolis. Our office is near several walking paths and restaurants that are a quick drive away. In our office of 170, we have free healthy snacks, a deli on site and Friday massages. Our team at Vital loves what we do and has fun doing it together. We look forward to receiving an application from you.

Qualifications

EducationBachelors of Computer Science (preferred)
Bachelors of Management Information Systems (preferred)



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