Technical Support Engineer

About the role

As a Technical Support Analyst, you will provide advanced technical support and act as an escalation resource for internal and external customers using Merative’s Merge Healthcare products. This role focuses on resolving complex technical issues, improving customer satisfaction, and ensuring system stability through proactive maintenance and upgrades.

Responsibilities

• Take a self-directed role in supporting and resolving technical issues within the installed base.
• Handle inbound and outbound calls to assess, troubleshoot, and resolve customer issues.
• Collect data, establish facts, and document detailed and accurate information about issues, troubleshooting steps, and resolutions in CRM.
• Own the customer support experience and resolve satisfaction issues by designing and implementing solutions to complex technical problems.
• Escalate, own, and drive the resolution of issues through appropriate channels and team members using highly effective communication skills.
• Improve customer satisfaction and company profitability by responding quickly to issues, providing frequent updates, and resolving issues in a timely manner.
• Contribute to building internal and customer-facing knowledge bases by documenting root cause and solution details for technical support issues.
• Perform preventative maintenance activities and remote software upgrades to ensure system stability for customers.

Requirements

• Strong knowledge of computer hardware, including workstations, servers, and storage devices.
• Strong knowledge of workstation and server OS platforms.
• Strong knowledge of network infrastructure and communication protocols.
• Strong customer service, documentation, and communication skills.
• Ability to manage and prioritize multiple work assignments with minimal supervision.
• Ability to work cohesively and effectively in a team environment with employees at all levels.

Qualifications

• 1-3 years of experience using or administering medical information systems such as RIS, PACS, HIS, or EMR solutions (preferred).
• Understanding of clinical workflow in a medical imaging environment (preferred).
• Familiarity with database technologies such as SQL, DB2, and Oracle (preferred).
• Familiarity with DICOM and/or HL-7 standards (preferred).
• Familiarity with basic scripting languages such as Bash, Korn, VB, Java, and Perl (preferred).
• Degree from a Technical College/University or equivalent experience; Bachelor’s Degree preferred in Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering, or Medical Informatics.

Required Training

• Merative Employee Code of Conduct
• Merative Corporate IT Security Policy
• HIPAA Overview: Health Insurance Portability and Accountability Act
• Cybersecurity Awareness
• Merative ITS-POL-001 Corporate Security Policy
• Merative ITS-POL-002 End User Acceptable Use Policy
• Merative PRI-POL-001 Privacy by Design
• WHPS 110 Privacy and Security Supplemental Training
• Bystander Training
• Anti-Bullying Training
• HR-POL-002 Prohibiting Harassment, Bullying, and Other Inappropriate Content
• HR-POL-007 Equal Employment Opportunity and Anti-Discrimination Policy
• Merge Healthcare Quality Management System as required by QS-2036 Training Matrix

Work Environment

• Office environment with temperature control.
• Call center environment.
• Travel: 10%

Pay

The salary range for this position is $53,560.00 - $80,340.00 (USD). The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role.

Benefits

• 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.
• Employee Assistance Program (EAP) and more.