Technical Support Engineer – I

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

📋 Description

• Deliver high-level technical support and serve as an escalation resource for both internal and external clients in relation to Merge Healthcare products.

• Assume a proactive role in resolving technical challenges within the installed user base.

• Handle incoming calls and make outgoing calls as necessary.

• Evaluate intricate issues, gather relevant data, establish facts, and meticulously document detailed information about problems, troubleshooting steps, and solutions in the CRM system.

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

• Escalate, take responsibility for, and remain committed to driving the resolution of issues through the appropriate channels and team members.

• Enhance customer satisfaction and company profitability by responding promptly to concerns, providing regular and informed updates, and resolving issues in a timely manner.

• Contribute directly to the ongoing development of the internal and customer-facing knowledge base by documenting root causes and solutions for technical support issues.

• Conduct preventative maintenance activities and remote software upgrades to ensure system stability for customers.

⛳️ Requirements

• Extensive expertise in computer hardware, including workstations, servers, and storage systems.

• Strong command of workstation and server operating systems.

• Solid comprehension of network infrastructure and communication protocols.

• Exceptional customer service skills, along with strong documentation and communication abilities.

• Proven ability to manage and prioritize multiple tasks with minimal supervision.

• Capability to collaborate effectively within a team and engage with individuals at all organizational levels.

• 1–3 years of experience working with or administering medical information systems such as RIS, PACS, HIS, or EMR platforms.

• Understanding of clinical workflows within medical imaging environments.

• Familiarity with database technologies, including SQL, DB2, and Oracle.

• Knowledge of DICOM and HL7 standards.

• Basic proficiency with scripting languages such as Bash, Korn, VB, Java, or Perl.

🏝️ Benefits

• Remote-first / work from home culture.

• Flexible vacation policy to help you relax, 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!