Technical Support Analyst

Join a team dedicated to supporting the crucial mission of improving health outcomes.

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 the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com

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

Essential Job Duties

• Proactive in supporting and resolving technical issues within the installed customer base

• Handles both inbound and outbound customer calls

• Assesses complex problems, gathers data, establishes facts, and documents accurate details of issues, troubleshooting steps, and resolutions in the CRM

• Owns the customer support experience by designing and implementing solutions to complex technical issues

• Escalates and drives resolution through appropriate teams, maintaining clear and effective communication

• Enhances customer satisfaction and company performance by responding promptly, providing informed updates, and resolving issues efficiently

• Contributes to internal and customer-facing knowledge bases by documenting root causes and solutions

• Performs preventative maintenance and remote software upgrades to maintain system stability

Basic Qualifications

• Strong knowledge of computer hardware including workstations, servers, and storage devices

• Proficiency in workstation and server OS platforms

• Understanding of network infrastructure and communication protocols

• Excellent customer service, documentation, and communication skills

• Ability to manage and prioritize multiple assignments independently

• Strong team collaboration skills across all organizational levels

Preferred Skills

• 1–3 years of experience with medical information systems such as RIS, PACS, HIS, or EMR

• Understanding of clinical workflows in medical imaging

• Familiarity with database technologies (e.g., SQL, DB2, Oracle)

• Knowledge of DICOM and/or HL-7 standards

• Experience with basic scripting languages (e.g., Bash, Korn, VB, Java, Perl)

Education and Certification

• Technical college/university degree or equivalent experience

• Bachelor’s degree preferred in Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering, or Medical Informatics

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.