Technical Support Engineer I

Merative • Full-time • Remote – United States, United States of America • 2h ago

Meet your radiology, cardiology, enterprise imaging needs – on your own terms – with Merge by Merative imaging solutions. Trusted by 6 of the 10 largest U.S. health systems, Merge empowers healthcare organizations with advanced medical imaging solutions to enhance workflows, optimize care delivery, and help improve patient outcomes. Merge’s Imaging Suite, built on a cloud-native foundation, provides solutions for Vendor-Neutral Archive (VNA), PACS, Enterprise Image Viewing and Workflow Orchestration. Merge’s portfolio also includes Best in KLAS Cardiology and Hemodynamic Monitoring, and Digital Pathology.

The Technical Support Analyst provides advanced technical support and acts as an escalation resource for internal and external customers in the support of Merge Healthcare products.

Responsibilities:

Takes a self-directed role in the support and resolution of technical issues within the installed base
Takes inbound calls and makes outbound calls
Assess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM
Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems
Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills
Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner
Provides direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issues
Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers

Qualifications Required:

Knowledge of computer hardware such as: workstations, servers & storage devices required
Strong knowledge of workstation & server OS platforms, Network infrastructure and communication protocols required
Customer service, documentation & communication skills required
Ability to manage & prioritize multiple work assignments with minimal supervision required
Work cohesively and effectively in a team environment with employees from all levels within an organization required

Basic Qualifications - Preferred:

1-3 years experience using/administering medical information systems such as: RIS, PACS, HIS or EMR solutions.
Understanding of clinical workflow in a medical imaging environment.
Database technologies such as: SQL, DB2 & Oracle
Familiarity with DICOM and/or HL-7 standards.
Basic scripting languages such as: Bash, Korn, VB, Java & Perl.

Education Requirements:

Degree from a Technical College/University or equivalent experience
Bachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics.

Work Environment:

The work environment characteristics here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Office environment: Temperature Controlled
Call center environment
Travel: 10%

Compensation

The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.

Min – Max :

$53,560.00 - $80,340.00 (USD)

Benefits

The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.

Remote first / work from home culture
Flexible vacation to help you rest, recharge, and connect with loved ones
Paid leave benefits
Health, dental, and vision insurance
401k retirement savings plan
Infertility benefits
Tuition reimbursement, life insurance, EAP – and more!

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.

Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

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