Merge Healthcare Solutions (US) is hiring a Technical Support Engineer I (Technical Support Analyst). In this role, you will provide advanced technical support and act as an escalation resource, resolving complex issues for our internal and external customers.

What You'll Do

Take a self-directed role in the support and resolution of technical issues within the installed base.
Handle inbound and make outbound support calls.
Assess complex problems, collect data, establish facts, and document detailed information about issues, troubleshooting steps, and resolution into CRM.
Own the customer support experience and resolve customer satisfaction issues by designing and implementing solutions to complex technical problems.
Escalate, own, and drive the resolution of issues through the appropriate channels and team members.
Improve customer satisfaction and company profitability by responding quickly, providing frequent updates, and resolving issues in a timely manner.
Provide direct input to help build the internal and customer-facing knowledgebase by documenting root cause and solution details.
Perform preventative maintenance activities and remote software upgrades to ensure system stability for customers.

What We're Looking For

Knowledge of computer hardware such as workstations, servers, and storage devices.
Strong knowledge of workstation and server OS platforms, network infrastructure, and communication protocols.
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 from all levels within an organization.
A degree from a Technical College/University or equivalent experience.

Nice to Have

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

Technical Stack

Workstations, Servers, Storage devices
Workstation & server OS platforms, Network infrastructure, Communication protocols
SQL, DB2, Oracle
DICOM, HL-7
Bash, Korn, VB, Java, Perl

Benefits & Compensation

Compensation range: $53,560.00 - $80,340.00 (USD)
Remote first / work from home culture
Flexible vacation
Paid leave benefits
Health, dental, and vision insurance
401k retirement savings plan
Infertility benefits
Tuition reimbursement
Life insurance
EAP

Work Mode

This position operates on a hybrid schedule.

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.