Remote Healthcare Imaging Support Engineer

RXinsider LTD.; Northern (KY); Hybrid; USD 54,000 - 80,000; Full time

Benefits offered by this job

Remote first / work from home culture

Flexible vacation

Paid leave benefits

Health, dental, and vision insurance

401k retirement savings plan

Tuition reimbursement

Job summary

Merative is seeking a Technical Support Analyst to provide advanced technical support for Merge Healthcare imaging products and act as an escalation resource for customers. The role emphasizes strong documentation, customer service, and cross-team collaboration.

The position involves inbound/outbound calls, problem assessment, and CRM-based incident tracking. Remote-first environment with travel up to 10% and ongoing knowledgebase contributions.

Qualifications

• Degree from a Technical College/University or equivalent experience.

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

Customer service

Documentation

Communication

Multitasking

Team collaboration

Education

Bachelor’s Degree preferred in Biomedical Engineering or CS

Technical degree or equivalent experience

Tools

SQL

DB2

Oracle

Bash

KornShell

VB

Java

Perl

Job description

Merative is seeking a Technical Support Analyst to provide advanced technical support for Merge Healthcare imaging products and act as an escalation resource for customers. The role emphasizes strong documentation, customer service, and cross-team collaboration.

The position involves inbound/outbound calls, problem assessment, and CRM-based incident tracking. Remote-first environment with travel up to 10% and ongoing knowledgebase contributions.