Merative, a company providing data, analytics, and software for the health industry, is seeking a Technical Support Engineer I to provide advanced technical support for its Merge Healthcare medical imaging solutions. This role is critical for driving resolution of complex technical issues for customers, particularly those operating within a cardiac catheterization (cath) lab environment.

• Location: Remote – United States
• Time Type: Full Time
• Salary Range (Min – Max): $52,000.00 – $78,000.00 (USD)
• Travel: 10%
• Focus: Advanced technical support, troubleshooting, system maintenance (remote upgrades), and documentation for imaging workflow tools.

Key Responsibilities: Advanced Troubleshooting and Customer Ownership

The engineer is expected to be a self-directed expert who owns the customer support experience from initial call to final resolution and system maintenance.

• Advanced Support: Takes a self-directed role in the support and resolution of technical issues. Assesses complex problems, collects data, establishes facts, and documents detailed information into the CRM.
• Customer Ownership: Owns the customer support experience and resolves customer satisfaction issues by designing and implementing solutions to complex technical problems.
• Escalation and Communication: Escalates, owns, and remains focused on driving the resolution of issues through appropriate channels, using highly effective communication skills. Provides frequent and informed updates.
• Proactive Maintenance: Performs preventative maintenance activities and remote software upgrades to ensure system stability for customers.
• Knowledge Base: Provides direct input to help continue building the internal and customer-facing knowledge base by documenting root cause and solution details.

Required & Preferred Qualifications: Health IT and Networking

Success requires a solid foundation in core IT infrastructure, with a strong preference for health IT standards and clinical workflow knowledge.

Required:

• Knowledgeable in computer hardware, including workstations, servers, and storage devices.
• Proficient with workstation and server operating systems.
• Solid understanding of network infrastructure and communication protocols.
• Excellent customer service, documentation, and communication skills.
• Capable of prioritizing multiple tasks with minimal supervision.

Preferred:

• Understanding of clinical workflow in a cardiac cath lab environment.
• Familiarity with database technologies such as SQL.
• Familiarity with HL-7 standards.
• Education: Bachelor’s Degree in Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering, or Medical Informatics is preferred.