Technical Support Engineer

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.
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:

· Strong knowledge of computer hardware such as: workstations, servers & storage devices required

· Strong knowledge of workstation & server OS platforms required

· Strong knowledge of network infrastructure and communication protocols required

· Strong customer service, documentation & communication skills required

· Ability to manage & prioritize multiple work assignments with minimal supervision required

· Ability to 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.

· Familiarity with database technologies such as: SQL, DB2 & Oracle

· Familiarity with DICOM and/or HL-7 standards.

· Familiarity with 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

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:

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.