Nuance Tech Support Careers

Support Engineer | Bachelor’s degree (IT / CS / related discipline) | 2+ years of experience in advanced networking and MS SQL database experience | Bangalore

Job ID 1-44253

Date posted 03/23/2020

Location Bengaluru, India

Company Overview:

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries. 

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary:


Support Engineer – Diagnostics Solutions will be responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure.  Actively contribute to ongoing process improvement.  This position has daily contact with help desk staff, customers, peers, and/or internal/external customer base.

Responsibilities & Duties:

  • Provide technical support via email, web, phone and chat ticket handling to external and internal customers.
  • Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.
  • Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.
  • Must be capable of establishing and documenting processes, policies and procedures; producing high quality technical documentation to be included within Service Newsletters, public/private knowledge base systems, product manuals, etc.
  • Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
  • Manage the resolution of critical customer account issues.
  • Collaborate closely with technical and field services personnel, customer IT technical staff when needed.
  • Should be available for 24x7x365 staffing assignments (on-call) as required.
  • Other duties as assigned.
  • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing



Years of Experience: Bachelor’s degree (IT /CS/related discipline) 

Required Skills:

  • 2+ years of experience in advanced networking and MS SQL database experience
  • Must have skills: MS SQL scripts, HL7 & DICOM Interface, Healthcare and/or Radiology workflow understandings
  • Windows server proficient
  • Routing, switching, load balancing, cluster environment
  • Security, Active Directory, Single Sign-On
  • Must possess experience in the installation, configuration, management and performance monitoring of
  • Microsoft Windows based applications and components.
  • Strong written and verbal communication skills.
  • Microsoft Windows based applications and components.
  • Advanced scripting experience in one of the following: VB Script, Pearl, or Python.
  • Strong written and verbal communication skills.

Preferred Skills:

  • Object oriented development experience.
  • Experience with processes and methodology associated with design, documentation, transition and implementation/integration of systems in a healthcare environment
    of Radiology Information Systems (RIS) and/or Picture Archiving and Communications Systems (PACS)
  • Experience with Dragon Naturally Speaking, PowerScribe 360 and/or RadWhere

Additional Information:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.