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 baseTakes inbound calls and makes outbound callsAssess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRMOwns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problemsEscalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skillsImproves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely mannerProvides direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issuesPerforms preventative maintenance activities & remote software upgrades to ensure system stability for customersQualifications Required:Extensive knowledge of computer hardware, including workstations, servers, and storage systemsStrong proficiency with workstation and server operating systemsSolid understanding of network infrastructure and communication protocolsExcellent customer service abilities, along with strong documentation and communication skillsProven capability to manage and prioritize multiple assignments with minimal supervisionAbility to collaborate effectively within a team and work well with individuals at all organizational levelsBasic Qualifications - Preferred1–3 years of experience working with or administering medical information systems such as RIS, PACS, HIS, or EMR platformsUnderstanding of clinical workflows within medical imaging environmentsFamiliarity with database technologies, including SQL, DB2, and OracleKnowledge of DICOM and HL7 standardsBasic proficiency with scripting languages such as Bash, Korn, VB, Java, or PerlEducation RequirementsDegree from a Technical College/University or equivalent experienceBachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical InformaticsWork EnvironmentThe 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 ControlledCall center environmentTravel: 10%CompensationThe 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)BenefitsThe 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 cultureFlexible vacation to help you rest, recharge, and connect with loved onesPaid leave benefitsHealth, dental, and vision insurance401k retirement savings planInfertility benefitsTuition reimbursement, life insurance, EAP – and more!It is the policy of Merative to prov