Technical Support Engineer I

Role Overview

The Technical Support Engineer I provides advanced technical support and acts as an escalation resource for internal and external customers in the support of Merge Healthcare products. The role involves taking a self-directed approach to resolving technical issues, owning the customer support experience, and driving resolution through effective communication. The position requires a strong understanding of computer hardware, operating systems, network infrastructure, and communication protocols.

What You Will Do

Responsibilities include taking inbound and outbound calls, assessing complex problems, collecting data, and documenting detailed information about issues and resolutions. The role also involves performing preventative maintenance activities and remote software upgrades to ensure system stability for customers.

Why It Might Be a Fit

The ideal candidate will have extensive knowledge of computer hardware, strong proficiency with workstation and server operating systems, and excellent customer service abilities. The position offers a remote first / work from home culture, flexible vacation, paid leave benefits, and a comprehensive benefits package.

Requirements

• Extensive knowledge of computer hardware, including workstations, servers, and storage systems
• Strong proficiency with workstation and server operating systems
• Solid understanding of network infrastructure and communication protocols
• Excellent customer service abilities, along with strong documentation and communication skills
• Proven capability to manage and prioritize multiple assignments with minimal supervision
• Ability to collaborate effectively within a team and work well with individuals at all organizational levels

Benefits

• Remote first / work from home culture
• Flexible vacation
• Paid leave benefits
• Health, dental, and vision insurance
• 401k retirement savings plan
• Infertility benefits
• Tuition reimbursement
• Life insurance
• EAP
• More