Technical Support Engineer I

Merge medical imaging solutions, offered by Merative, combine intelligent, scalable imaging workflow tools with deep and broad expertise to help healthcare organizations improve their confidence in patient outcomes and optimize care delivery.
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 primary responsibility of the Technical Support Analyst is to provide advanced technical support and act as an escalation resources 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:

• Extensive knowledge of computer hardware, including workstations, servers, and storage systems

• Strong proficiency with workstation and server operating systems

• Solid understanding of network infrastructure and communication protocols

• Excellent customer service abilities, along with strong documentation and communication skills

• Proven capability to manage and prioritize multiple assignments with minimal supervision

• Ability to collaborate effectively within a team and work well with individuals at all organizational levels

Basic Qualifications - Preferred

• 1–3 years of experience working with or administering medical information systems such as RIS, PACS, HIS, or EMR platforms

• Understanding of clinical workflows within medical imaging environments

• Familiarity with database technologies, including SQL, DB2, and Oracle

• Knowledge of DICOM and HL7 standards

• Basic proficiency with scripting languages such as Bash, Korn, VB, Java, or 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.