Technical Support Engineer

Merative

Technical Support Engineer providing advanced technical support for Merge Healthcare products. Resolving technical issues and improving customer satisfaction through effective communication.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $53,560 - $80,340 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Takes a self-directed role in the support and resolution of technical issues within the installed base
Takes inbound calls and makes outbound calls
Assesses complex problems, collects data, establishes 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

Requirements

What you’ll need

Experience working in a Help Desk environment, Healthcare ideal
Strong knowledge of computer hardware such as: workstations, servers & storage devices required
Strong knowledge of workstation & server OS platforms required
Strong knowledge of network infrastructure and communication protocols required
Strong customer service, documentation & communication skills required
Ability to manage & prioritize multiple work assignments with minimal supervision required
Ability to work cohesively and effectively in a team environment with employees from all levels within an organization required
1-3 years experience using/administering medical information systems such as: HIS or EMR solutions (preferred)
Understanding of clinical workflow in a Cath environment (preferred)
Familiarity with SQL database technologies (preferred)
Familiarity with HL-7 standards (preferred)
Background in biomedical engineering (preferred)

Benefits

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

computer hardwareworkstationsserversstorage devicesworkstation OSserver OSnetwork infrastructurecommunication protocolsSQLHL-7 standards

Soft Skills

customer servicedocumentationcommunicationproblem-solvingtime managementteam collaborationself-directedcustomer satisfaction focuseffective communicationprioritization