Lead L3 Support Engineer- Imaging

Merative•Mississauga, ON

About The Position

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. Merge by Merative is seeking a Lead L3 Support Engineer- Imaging to provide advanced technical leadership for our Cloud PACS application, Merge Universal Viewer. This role is ideal for a highly experienced developer who thrives in complex, production‑critical environments and is passionate about application stability, customer impact, and technical excellence. Working under minimal supervision, the Lead L3 Support Engineer- Imaging owns the investigation and resolution of the most complex production and customer issues, leads sustaining development initiatives, and provides hands‑on technical leadership across the Merge Universal Viewer codebase.

Requirements

8+ years of professional software development experience, including work on large, complex, production systems
Demonstrated experience supporting cloud‑hosted applications
Strong problem‑solving skills with the ability to diagnose issues across application, data, and infrastructure layers
Proven ability to lead technically without formal people‑management responsibility
Excellent communication skills with both technical and non‑technical stakeholders
Backend development: C#, .NET, C++
Frontend development: Angular, TypeScript, JavaScript, HTML, CSS
Data & persistence: MS SQL Server (including performance tuning and investigation)
Application architecture: Distributed, cloud‑hosted application with high‑availability requirements
Imaging & healthcare standards: DICOM, HL7 (strongly preferred)
Security & identity: Authentication, authorization, secure service‑to‑service communication
DevOps & operations: CI/CD pipelines, deployment automation, monitoring, and diagnostics

Nice To Haves

PACS or medical imaging domain experience
Sustaining or support‑heavy product development roles
Experience operating within quality‑managed or regulated environments
Prior experience in a technical lead or senior sustaining role
Azure solutions architect expert certification would be an asset

Responsibilities

Act as a technical lead for sustaining development of the Merge Universal Viewer Cloud PACS application
Own and drive resolution of complex defects, customer escalations, and Level 3 support issues
Lead root‑cause analysis for production incidents and recurring reliability issues
Leverages AI‑assisted development tools to improve software delivery, diagnosis, and issue resolution.
Improve application stability, performance, resilience, and operational serviceability
Serve as a technical escalation point for developers, Support, and CloudOps teams
Perform hands‑on software development in accordance with Merge standards, methodologies, and SOPs
Design, implement, and maintain components within the Merge Universal Viewer Cloud PACS application
Develop and review designs, test strategies, and product engineering artifacts
Implement and maintain automated tests and conduct appropriate verification and validation activities
Ensure solutions meet security, quality, and regulatory requirements
Provide technical guidance and mentorship to developers across onshore and offshore teams
Collaborate with Architects, CloudOps, QA, Product Management, and Support
Engage directly with customer technical teams (alongside Support) to troubleshoot and resolve complex issues
Identify opportunities to improve development practices, tooling, monitoring, and operational readiness
Participate in an off‑hours on‑call rotation, responding to critical production issues and customer escalations as required
Provide leadership during incident response and post‑incident analysis