Technical Support Engineer I

Merative

1d•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 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.

Requirements

Extensive knowledge of computer hardware, including workstations, servers, and storage systems
Strong proficiency with workstation and server operating systems
Solid understanding of network infrastructure and communication protocols
Excellent customer service abilities, along with strong documentation and communication skills
Proven capability to manage and prioritize multiple assignments with minimal supervision
Ability to collaborate effectively within a team and work well with individuals at all organizational levels

Nice To Haves

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
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

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