Technical Support Engineer

Merative; Northern (KY); Hybrid; USD 54,000 - 80,000; Full time

Benefits offered by this job

Remote first / work from home

Health, dental, and vision insurance

401k retirement plan

Tuition reimbursement

Job summary

Merative is seeking a Technical Support Analyst to provide advanced technical support for Merge Healthcare products. You will handle complex issues, document resolutions, and maintain customer satisfaction while collaborating with cross-functional teams.

The role emphasizes remote-first operations with occasional travel. You should have 1–3 years of healthcare IT experience, strong troubleshooting abilities, and familiarity with SQL/DB2/Oracle.

Qualifications

• Experience supporting or administering healthcare IT systems (RIS, PACS, HIS, or EMR).
• Solid understanding of computer hardware including workstations, servers, and storage.
• Knowledge of network infrastructure and protocols.
• Strong written and verbal communication and documentation abilities.

Responsibilities

• Takes inbound and outbound calls and independently troubleshoots issues.
• Collects data, documents steps and resolution details in CRM.
• Owns the customer support experience and resolves satisfaction issues with effective solutions.
• Escalates issues and coordinates with teams to drive timely resolutions.

Skills

Healthcare IT

Networking

Customer service

Remote support

Scripting languages

Education

Bachelor's Degree preferred

Technical College/University degree

Tools

SQL

DB2

Oracle

Job description

Merge medical imaging solutions, offered by Merative, combine intelligent, scalable imaging workflow tools with deep and broad expertise to help healthcare organizations improve their confidence in patient outcomes and optimize care delivery.

The primary responsibility of the Technical Support Analyst is to provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products.

Essential Job Duties

• 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

Basic Qualifications

• Solid understanding of computer hardware, including workstations, servers, and storage systems.
• Experience supporting and administering workstation and server operating systems.
• Knowledge of network infrastructure, connectivity, and communication protocols.
• Strong customer service, documentation, and verbal/written communication abilities.
• Proven ability to manage multiple priorities independently in a fast-paced environment.
• Effective collaborator with the ability to work across teams and communicate with stakeholders at all organizational levels.

Preferred Skills

• 1-3 years of experience supporting or administering healthcare IT systems, such as RIS, PACS, HIS, or EMR platforms.
• Understanding of clinical workflows within a medical imaging environment.
• Familiarity with relational database technologies, including SQL, DB2, and Oracle.
• Knowledge of healthcare interoperability standards such as DICOM and HL7.
• Exposure to scripting languages, including Bash, KornShell, VB, Java, or Perl.

Education and Certification Requirements

• Degree from a Technical College/University or equivalent experience
• Bachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics

Work Environment Office environment; temperature controlled Call center environment. Travel – 10%

Compensation

The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings. Min – Max : $53,560.00 - $80,340.00 (USD)

Benefits

We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.

• 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!

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.

Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology.

Merative provides data, analytics, and software for health and social care. Our values – focus, speed, trust, and inspire – shape how we show up for our clients and each other. Learn more at merative.com