Technical Support Engineer – I

Job not on LinkedIn

🕒 April 29

🇺🇸 United States – Remote

💵 $53.6k - $80.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Merative

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2022

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

Healthcare Insurance • SaaS • Artificial Intelligence

Merative is a healthcare data, technology, and analytics company. It offers a range of solutions aimed at improving health outcomes by focusing on clinical decision support, healthcare analytics, medical imaging, clinical development, and health and human services. Key products and services include Micromedex for clinical decision support, Zelta for clinical data management, Merge for imaging solutions, and Truven for healthcare analytics. Merative serves a diverse client base, including healthcare providers, life sciences companies, governments, health plans, and employers. The company is dedicated to enhancing healthcare delivery and decision-making by leveraging real-world data and advanced analytics to provide actionable insights and tailored solutions.

📋 Description

• Provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products • Take a self-directed role in the support and resolution of technical issues within the installed base • Take 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 • Own the customer support experience and resolve customer satisfaction issues by designing & implementing solutions to complex technical problems • Escalate, own, and remain focused in driving the resolution of issues through the appropriate channels and team members • Improve customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner • Provide direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issues • Perform preventative maintenance activities & remote software upgrades to ensure system stability for customers

🎯 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 • 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

🏖️ 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!