Distinguished Natl Support Eng

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Distinguished National Support Engineer based in United States . Take on a senior technical leadership role supporting advanced healthcare technology and enterprise medical imaging systems in a complex, customer-focused environment. As a Distinguished National Support Engineer, you will provide expert guidance on critical technical escalations, helping resolve complex issues across imaging platforms, storage systems, clinical information systems, and related technologies. You will collaborate closely with software development, engineering, quality assurance, and product teams to improve system reliability and customer outcomes. Beyond troubleshooting, you will shape technical standards, mentor engineering professionals, and drive continuous improvements across global support operations. You will also influence product architecture, explore emerging technologies, and translate technical insights into strategic business recommendations. This remote opportunity is suited to an accomplished engineering professional who combines deep technical expertise, leadership, and a commitment to delivering reliable healthcare technology solutions. 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. • Stro