Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver advanced technical support and serve as an escalation resource for both internal and external clients utilizing Merative Merge Healthcare products.

• Troubleshoot and resolve technical issues within the installed customer base.

• Handle inbound calls and initiate outbound calls as necessary.

• Evaluate complex issues, gather relevant data, establish facts, and document comprehensive details regarding issues, troubleshooting steps, and resolutions in the CRM.

• Take ownership of the customer support experience and address customer satisfaction challenges by designing and implementing solutions for intricate technical problems.

• Escalate, manage, and drive the resolution of issues through the appropriate channels and team members.

• Respond promptly to issues, provide regular and informed updates, and resolve concerns in a timely manner.

• Record root causes and solution details to contribute to the development of the internal and customer-facing knowledge base.

• Conduct preventative maintenance activities and perform remote software upgrades to maintain customer system stability.

⛳️ Requirements

• Strong understanding of computer hardware, including workstations, servers, and storage systems.

• Experience in supporting and administering workstation and server operating systems.

• Familiarity with network infrastructure, connectivity, and communication protocols.

• Excellent customer service skills, documentation abilities, and verbal/written communication skills.

• Demonstrated capability to manage multiple priorities independently in a fast-paced environment.

• Effective collaboration with various teams and communication with stakeholders across all organizational levels.

• 1–3 years of experience in supporting or administering healthcare IT systems such as RIS, PACS, HIS, or EMR platforms.

• Understanding of clinical workflows within a medical imaging context.

• Knowledge of relational database technologies, including SQL, DB2, and Oracle.

• Familiarity with healthcare interoperability standards such as DICOM and HL7.

• Exposure to scripting languages, including Bash, KornShell, VB, Java, or Perl.

• Degree from a Technical College/University or equivalent experience is required.

• A Bachelor’s Degree is preferred in Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering, or Medical Informatics.

• Ability to work in both an office and call center atmosphere.

• Willingness to travel – 10%.

• Merative participates in the federal E-Verify program to verify the identity and employment eligibility of newly hired employees.

🏝️ Benefits

• Remote-first/work-from-home culture.

• Flexible vacation policy to allow you to rest, recharge, and connect with family and friends.

• Paid leave benefits.

• Health, dental, and vision insurance coverage.

• 401k retirement savings plan.

• Infertility benefits.

• Tuition reimbursement program.

• Life insurance coverage.

• Employee Assistance Program (EAP) – and more!