Technical Support Engineer- I

📋 Description

• • As a Technical Support Engineer I at Merative, you will be at the forefront of ensuring the seamless operation of advanced medical imaging solutions, playing a critical role in supporting healthcare organizations to enhance patient outcomes and optimize care delivery. Your expertise will directly contribute to the success of Merge by Merative's imaging solutions, which are trusted by a significant portion of the largest U.S. health systems. This role is pivotal in maintaining the high standards of service and technical excellence that Merative is known for, ensuring that our clients can rely on our technology to manage their radiology, cardiology, and enterprise imaging needs effectively.
• • In this dynamic role, you will be responsible for providing advanced technical support and acting as a key escalation resource for both internal teams and external customers. Your day-to-day activities will involve a self-directed approach to troubleshooting and resolving complex technical issues within the installed base of Merge Healthcare products. You will handle inbound customer calls and proactively make outbound calls to address concerns. A significant part of your role will be to assess intricate problems, meticulously collect relevant data, establish factual understanding of the issues, and document detailed, accurate information regarding the problems encountered, the troubleshooting steps taken, and the resolutions achieved within the CRM system. You will own the entire customer support experience, diligently working to resolve customer satisfaction issues by designing and implementing effective solutions for complex technical problems. Furthermore, you will be instrumental in escalating issues, taking ownership, and driving them to resolution through the appropriate internal channels and team members, leveraging highly effective communication skills to keep all stakeholders informed and engaged. Your responsiveness and proactive communication will be key to improving customer satisfaction and contributing to company profitability by resolving issues in a timely manner and providing frequent, informed updates. You will also play a vital role in enhancing our knowledge base by documenting the root cause and solution details for technical support issues, contributing to both internal training and customer-facing resources. Additionally, you will perform essential preventative maintenance activities and remote software upgrades to ensure the ongoing stability and optimal performance of customer systems.
• • You will be joining a dedicated team that is committed to delivering exceptional support for Merative's cutting-edge medical imaging solutions. This team is comprised of skilled professionals who are passionate about healthcare technology and its impact on patient care. The company, Merative, is a leader in providing intelligent, scalable imaging workflow tools and deep expertise to healthcare organizations. Merge by Merative solutions are designed to empower healthcare organizations with advanced medical imaging capabilities, improving workflows, optimizing care delivery, and ultimately enhancing patient outcomes. The Merge Imaging Suite is built on a robust cloud-native foundation, offering comprehensive solutions for Vendor-Neutral Archive (VNA), PACS, Enterprise Image Viewing, and Workflow Orchestration. The portfolio also extends to industry-leading Cardiology and Hemodynamic Monitoring, and Digital Pathology solutions, showcasing the breadth and depth of Merative's commitment to advancing healthcare technology.
• • In this role, you will have the opportunity to significantly deepen your technical expertise in medical imaging systems and related technologies. You will gain invaluable experience in troubleshooting and resolving complex issues within a critical healthcare environment, working with sophisticated software and hardware. This position offers a unique chance to develop advanced problem-solving skills and hone your ability to manage challenging customer interactions with professionalism and efficiency. By contributing to the knowledge base and driving issue resolution, you will gain recognition for your technical acumen and problem-solving capabilities. Furthermore, you will have the chance to collaborate with cross-functional teams, including engineering and product development, providing valuable feedback that can influence the future direction of Merative's products and services, thereby contributing to your professional growth and career advancement within the company.