Mindlance · 1 month ago
Senior Support Engineer, Nuance
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expMindlance is seeking a part-time Senior Support Engineer for Nuance to provide exceptional remote-based support for mission-critical components as part of their global Services support team. The role involves troubleshooting complex customer issues, providing hands-on assistance, and collaborating with team members to enhance the client experience.
Human Resources
Responsibilities
Serving as the Level 4/Incident Management support engineer for technical issue resolution for Nuance products, including but not limited to:
Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of Nuance functionality and develop an action plan to resolve issues
Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting
Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience
Replicate reported issues as needed for troubleshooting
Provide new or modified configuration to resolve incidents
Advise end users on application functionality and capabilities
Recommend changes to client training based on incident volumes and trends
Create scripts to identify, analyze and correct data issues
Thoroughly document remediation, test results, and approvals
Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
Collaborate with team members in a virtual team environment to extend field experience to different client situations
Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Participate in a 24x7x365 On Call rotation with other team members
Qualification
Required
10+ years' experience with Nuance technical support experience across the Nuance technology footprint
5+ years' direct experience with Nuance products: Basic Dialog, Recognizer, Vocalizer, Security Suite Biometrics
5+ years direct administrator experience within Nuance Management Console
Expertise with Nuance including full life-cycle implementation experience, configuration, and administration of Nuance
Knowledge of Nuance maintenance/patching mechanics and architecture
Demonstrable history solving complex problems across multiple components
Work closely with client Nuance SMEs and Management
Strong experience with: Windows Server, Active Directory, IIS, and SQL Server, REST/SOAP APIs, HL7
Linux Command Line experience
EMR/EHR integrations (especially Epic, Cerner), Cloud platforms (Azure preferred), virtualization, and containerization
Excellent scripting and automation skills (PowerShell, Python, Bash, etc.)
Strong customer-facing communication and problem-solving skills
Proven track record handling high-pressure enterprise client escalations
Superb trouble-shooting skills and tenacity in problem solving
Passionate focus on customer support and the ability to build long term, successful working relationships with Client
Strong knowledge of key application functionality
Excellent English communication skills – verbal & written are required
Attention to detail and the ability to learn quickly
Extreme focus on Client satisfaction
Ability to work calmly and professionally in high-pressure situations
The ability to work remotely from a home-based office in a virtual environment
Bachelor's Degree in computer science or related field or equivalent experience
Preferred
Knowledge of multiple Nuance components across multiple releases
Proficiency with Nuance component business processes
Navigation mechanics
Configuration requirements
Integrations
Knowledge of underlying technology
Company
Mindlance
Mindlance is a Staffing and Recruiting company which provides multi-vertical staffing services
1001-5000 employees
H1B Sponsorship
Mindlance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (71)
2024 (53)
2023 (37)
2022 (72)
2021 (36)
2020 (40)
Funding
Current Stage
Late StageLeadership Team
R
Rajat Paul Dhall
Co-Founder & Managing Director
V
Vik Kalra
Co-Founder and Managing Director
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