Technical Support Engineer I

Merative

22h•Remote

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. The Technical Support Analyst provides advanced technical support and acts as an escalation resource for internal and external customers in the support of Merge Healthcare products.

Requirements

Knowledge of computer hardware such as: workstations, servers & storage devices required
Strong knowledge of workstation & server OS platforms, Network infrastructure and communication protocols required
Customer service, documentation & communication skills required
Ability to manage & prioritize multiple work assignments with minimal supervision required
Work cohesively and effectively in a team environment with employees from all levels within an organization required
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.

Nice To Haves

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.
Database technologies such as: SQL, DB2 & Oracle
Familiarity with DICOM and/or HL-7 standards.
Basic scripting languages such as: Bash, Korn, VB, Java & Perl.

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