T3 Application Engineer

As T3 Engineer, you will be the point of escalation for advanced technical and product issues escalated by our T1/T2 Support and Services departments worldwide.  
While having the highest level of technical and product expertise, The Tier 3 engineer is capable of troubleshooting and resolving the most complicated issues and work closely with QA, R&D, Product Management and Regulations groups.  
Tier 3 Engineer is also responsible to assess and execute required advanced activities on the overall product line. 
  You will be responsible to investigate the most complex system and application issues related to our product backend modules, in addition to non-application related issues on the following domains: Network, Topology, Servers, Hardware, Clients, Windows Operating Systems, IT, Domains management, Performance, Storage and SQL. 
Responsibilities 
· Own and manage tier 3 level customer issues and see problems through to resolution 
· Subject Matter Expert (SME) in his domain which is cable of troubleshooting and resolving the most difficult and complicated issue 
· Lead and manage customer escalations involving internal and external stakeholders 
· Collaborate and engage Product Management, Engineering, and other product development teams
to ensure resolution per need 
· Working with the customers (hospitals) IT/System/Application teams to co-investigate issues at their sites 
· Collaborate and share knowledge with cross functional groups in the organization (service and support worldwide) 
· Contribute and maintain group Knowledge Base hub 
· Delivering knowledge and training sessions to Support/Services/Distributers teams 
· Participate in Product Development strategic projects (i.e., Beta Projects, Israeli implementation projects) 
· Travel to customers sites to resolve critical escalations – up to 15% 
· Perform on call shifts (Between 3-7 days every 8 weeks, including weekends) 
· Ability to provide from time-to-time afterhours support (including weekends)
  
Minimum Requirements 
· Bachelor of an Engineering degree 
· 2+ years’ work experience in T2/T3/T4 roles handling advanced technical and product issues 
· Advanced troubleshooting abilities and strong technical orientation 
· Proven ability to lead customer escalations   
· Basic IT Skills – AD, Network Troubleshooting, Windows servers, FW’s, etc.  
· Basic SQL knowledge 
· Excellent written and verbal communication and interpersonal skills  
  
Advantages: 
· Experience from companies developing products to the health industry 
· Experience with Storage (SAN, NAS) and Images Archive 
· Familiarity with API, reading XML and JSON files 
· Experience with HL7 and DICOM processing 
· Experience with PACS/RIS/HIS systems (Hospital Information Systems) 
· Experience with debugging, troubleshooting, and reproducing issues in a lab