Technical Support Engineer
$53,560–$80,340 year
Remote · United States
Job Summary
Technical Support Engineer responsible for providing advanced technical support and acting as escalation resource for internal/external customers for Merge Healthcare products. Duties include self-directed issue resolution, inbound/outbound calls, data collection and documentation in CRM, owning the customer support experience and driving timely resolutions, designing and implementing solutions to complex problems, escalating as needed, contributing to the knowledgebase with root-cause and solution details, performing preventative maintenance and remote software upgrades, and maintaining high customer satisfaction and profitability through quick, informed updates and effective communication. Remote-first environment with a base salary range of $53,560–$80,340 (USD) and benefits; travel up to 10% may be required; commonly supports HIS/EMR systems, SQL, HL-7, and biomedical/healthcare IT workflows.
Required Qualifications
- Experience working in a Help Desk environment
- Strong knowledge of computer hardware (workstations, servers & storage devices)
- Strong knowledge of workstation & server operating systems
- Strong knowledge of network infrastructure and communication protocols
- Strong customer service, documentation & communication skills
- Ability to manage & prioritize multiple work assignments with minimal supervision
- Ability to work cohesively in a team environment
- Bachelor’s Degree preferred in Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics
- 1-3 years experience using/administering medical information systems such as HIS or EMR solutions
- Understanding of clinical workflow in a Cath environment
- Familiarity with SQL database technologies
- Familiarity with HL-7 standards
- Reasonable accommodations for qualified individuals with disabilities
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