Technical Support Engineer I
Merative is dedicated to improving health outcomes through data, analytics, and software solutions for the health industry. The Technical Support Engineer I will provide advanced technical support for Merge Healthcare products, ensuring customer satisfaction and resolving complex technical issues. 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 Skills Strong knowledge of computer hardware such as: workstations, servers & storage devices required Strong knowledge of workstation & server OS platforms required Strong knowledge of network infrastructure and communication protocols required Strong customer service, documentation & communication skills required Ability to manage & prioritize multiple work assignments with minimal supervision required Ability to work cohesively and effectively in a team environment with employees from all levels within an organization required Applicants must reside in MST or PST time zones Degree from a Technical College/University or equivalent experience 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 Familiarity with database technologies such as: SQL, DB2 & Oracle Familiarity with DICOM and/or HL-7 standards Familiarity with basic scripting languages such as: Bash, Korn, VB, Java & Perl Bachelor's Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics Benefits Remote first / work from home culture Flexible vacation to help you rest, 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! Company Overview Trusted by 6 of the 10 largest U.S. It was founded in 1987, and is headquartered in Chicago, Illinois, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Merge by Merative has a track record of offering H1B sponsorships, with 1 in 2025, 3 in 2024, 4 in 2023, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.