[Remote] Technical Support Engineer I

Note: The job is a remote job and is open to candidates in USA. Merative is a company specializing in medical imaging solutions, helping healthcare organizations improve patient outcomes. They are seeking a Technical Support Engineer I to provide advanced technical support and act as an escalation resource for customers regarding Merge Healthcare products. 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 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! Company Overview Merative is an IT services company that offers products to improve decision-making and performance. It is a sub-organization of Francisco Partners. It was founded in 2022, and is headquartered in Ann Arbor, Michigan, USA, with a workforce of 1001-5000 employees. Its website is