Working under moderate supervision the role of the Clinical Support Engineer is to bring escalated incidents of complex product integrations, configurations, usability, and defects to closure. Closure is defined as not only resolving the incident but determining the root cause of the incident and creating a corrective action plan to prevent the issue from reoccurring or being re-escalated in the future. A person in this role must be comfortable prioritizing, tracking, and managing multiple issues concurrently and must display high levels of initiative, commitment, follow-thru, and effective customer communications. Responsibilities: - Interact with customer, Merge, and third-party resources to define, prioritize, investigate and resolve customer issues. - Follow department procedures on managing and escalating customer issues. - Provide regular updates to customers on outstanding issues. - Proactively look for ways to improve not only the product but the customer experience and will be responsible for providing an exceptional level of customer service. - Be an advocate for the customer on issues of functionality, usability, and performance. - Be an advocate for the customer and Merge Support to Engineering and Product Management on issues of prioritization and serviceability. - Transfer clinical and application knowledge to the members of the L1, L2 and L3 teams. This will be through a combination of one-on-one and group interactions/training, authoring of knowledgebase articles, etc. - Analyze incidents for frequency and trending. - Crisis management, after-hours work, and on-site troubleshooting may be required infrequently to ensure customer satisfaction and issue resolution. - Pursues a program of self-development through the use of selected reading, seminars, and participation in continuing education. - Identifies and communicates possible improvements in the work process for customers and peers. - Performs other duties as assigned by immediate supervisor or upper management. Core Competencies: - General understanding of Cardiology/hospital enterprise workflow. - Advanced understanding of Cath Lab specific and/or Nuclear Medicine Lab workflows. - Understanding of Cardiology/hospital stakeholders and their roles and responsibilities. - Willingness to rapidly acquire proficiency in new product technologies and functions. - Must be a highly motivated self-starter with a professional and personable demeanor who thrives in a dynamic, challenging environment. - Excellent verbal and written communication skills - Ability to interface and influence at multiple organizational levels - Proven organizational skills and the ability to effectively manage multiple priorities. - Ability to break down complex problems into actionable parts and define approaches to issue resolution. - Effective team player that can also work independently with little supervision. - Ability to mentor and train others on your areas of expertise. Qualifications Required: Education Requirements: - Degree from a Technical College/University or equivalent experience - BS degree in technical and/or clinical discipline preferred. Certifications: - Cath Lab could be an RN or X-ray (ARRT) with certification as a Registered Cardiovascular Invasive Specialist (RCIS) credentialing from Cardiovascular Credentialing International (CCI) - Nuclear Med - Certified Nuclear Medicine Technologist - CNMT - PACS Administration background is a plus. Experience - 3+ years clinical hospital experience preferred - Experience in DICOM, HL7, general computer network technology, high performance computing systems, and archival storage systems. - 1 + years of experience in SQL scripting and HTML coding. - Background in Cardiac catheterization laboratory and/or Nuclear medicine. Required Training: - Merative Employee Code of Conduct - Merative Corporate IT Security Policy - HIPAA Overview: Health Insurance Portability and Accountability Act - Cybersecurity Awareness - Merative ITS-POL-001 Corporate Security Policy - Merative ITS-POL-002 End User Acceptable Use Policy - Merative PRI-POL-001 Privacy by Design - WHPS 110 Privacy and Security Supplemental Training - Bystander Training - Anti-Bullying Training - HR-POL-002 Prohibiting Harassment, Bullying and Other Inappropriate Content - HR-POL-007 Equal Employment Opportunity and Anti-Discrimination Policy - Merge Healthcare Quality Management System as required by QS-2036 Training Matrix Work Environment The work environment characteristics here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Office environment: temperature controlled - Travel: 0-15% Travel Compensation The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings. Min – Max : $93,944.24 - $140,916.36 (USD) Benefits The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process. - 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! 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. Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

• Own the end-to-end technical engagement lifecycle for strategic accounts, including pre-sales architecture, technical discovery, integration design, deployment, and handoff to customer success. • Design and oversee multi-system integrations connecting Smartsheet to platforms like Salesforce, ServiceNow, SAP, Workday, and the Microsoft 365 ecosystem. Your team builds to production quality and documents for long-term customer ownership. • Hold the senior technical relationship at strategic accounts. This means credibility with CTO, CIO, and platform architect stakeholders, understanding their environment, and being the person they call when something needs to get done. • Partner with account executives and solutions consultants on strategic opportunities. Lead technical discovery, scope field engineering engagements, and ensure that what gets proposed is deliverable. • Navigate enterprise security and compliance requirements, including data governance reviews, SSO and identity integrations, and compliance framework validations such as SOC 2, FedRAMP, and HIPAA-adjacent reviews, without losing deal momentum. • Recruit, develop, and retain a high-performing team of field engineers. Define career paths, set technical standards, and build an environment where engineers grow by solving the hardest customer problems. • Build and maintain a playbook library. Every engagement should produce reusable assets including integration templates, architecture blueprints, configuration guides, and runbooks that the solutions organization can deploy independently. • Drive the solutions force multiplier. Partner with the solutions organization so that field engineering patterns become repeatable practice. The ability of solutions consultants to deploy your team's best work without field engineering involvement is a core measure of success. • Close the product intelligence loop. Integration gaps, API limitations, and configuration friction surfaced through real enterprise deployments are some of the most valuable product feedback in the company. Make that feedback systematic and actionable. • Coordinate with the Forward Deployed AI Engineering team on complex accounts where AI capabilities and standard enterprise deployment overlap, ensuring customers get a unified technical experience.

Job DetailsJob Location: PCR (Protocall Remote) OR - Anywhere, OR 97205Salary Range: $27.00 - $32.00 HourlyThe Helpdesk Technician III (HTIII) serves as the technical lead for the Helpdesk Team, providing advanced support, escalation management, mentorship, and limited hands-on infrastructure work. In addition to managing and resolving complex service requests, this role is responsible for endpoint design and management, supporting junior Helpdesk Technicians, and bridging operational responsibilities with infrastructure and systems administration. This position reports to the Assistant IT Director and plays a key role in maintaining service excellence across Protocall’s IT operations. Typical Duties: The HTIII’s principal responsibility is to respond to and support Protocall’s Helpdesk Ticketing processes, while also serving as a technical lead for escalations, infrastructure-adjacent tasks, and endpoint architecture. Typical duties may include: ● Serve as the senior point of escalation for complex Helpdesk requests across hardware, software, or access-related issues ● Provide mentorship and technical guidance to Helpdesk Technicians I and II ● Design, implement, and maintain user endpoint strategies including imaging, device management, patching, security, and configuration standards ● Support provisioning and deprovisioning user accounts and access using Active Directory, Entra (Azure AD), Microsoft 365, as well as any other involved systems ● Collaborate with the Assistant IT Director on service improvement, process development, and implementation of new tools or systems ● Troubleshoot advanced technical issues related to workstations, remote connectivity, authentication, and endpoint performance ● Document processes, workflows, and troubleshooting guides for use by the Helpdesk team ● Support monitoring of endpoint performance and proactively address emerging technical issues ● Participate in implementation and testing of new software, tools, or updates ● Provide phone or remote IT support across Protocall’s remote-first environment ● Set up and configure devices, software, and accounts for new users and employees ● Contribute to the administration of all IT-related systems and cloud-based platforms ● No need to view PHI or access Proteus as part of normal job duties. May have inadvertent access to PHI in the course of performing IT support and administration functions ● Perform other duties as requested ________________________________________ Additional Responsibilities ● Participate in IT Helpdesk on-call rotation (not to exceed 1 week in 4) ● Serve as a technical mentor and training lead across the Helpdesk team ● Act as Subject Matter Expert (SME) for endpoint management and 1–2 other agreed-upon areas of technical scope Requirements for the Helpdesk Technician III All skills required for Helpdesk Technician I and II Minimum of 2–4 years of experience in IT helpdesk, technical support, or desktop administration Proven aptitude to manage and complete technical projects independently Demonstrated leadership or mentorship experience within an IT support environment Strong understanding of modern endpoint management (e.g., MDM, imaging, patching, configuration tools) Working knowledge of Microsoft Active Directory, M365 administration, Windows OS, and basic network principles Ability to diagnose and resolve complex technical issues across diverse platforms Excellent written and verbal communication skills Strong documentation habits and process improvement mindset Endorsement of Assistant IT Director based on experience working with the individua Preferred Certifications (not required, but strongly encouraged): CompTIA A+, Network+, or Security+ Microsoft Certified: Modern Desktop Administrator Associate or equivalent ITIL Foundation certification

Job DetailsJob Location: PCR (ProtoCall Remote) MI - Anywhere, MI 48201Salary Range: $27.00 - $32.00 HourlyThe Helpdesk Technician III (HTIII) serves as the technical lead for the Helpdesk Team, providing advanced support, escalation management, mentorship, and limited hands-on infrastructure work. In addition to managing and resolving complex service requests, this role is responsible for endpoint design and management, supporting junior Helpdesk Technicians, and bridging operational responsibilities with infrastructure and systems administration. This position reports to the Assistant IT Director and plays a key role in maintaining service excellence across Protocall’s IT operations. Typical Duties: The HTIII’s principal responsibility is to respond to and support Protocall’s Helpdesk Ticketing processes, while also serving as a technical lead for escalations, infrastructure-adjacent tasks, and endpoint architecture. Typical duties may include: ● Serve as the senior point of escalation for complex Helpdesk requests across hardware, software, or access-related issues ● Provide mentorship and technical guidance to Helpdesk Technicians I and II ● Design, implement, and maintain user endpoint strategies including imaging, device management, patching, security, and configuration standards ● Support provisioning and deprovisioning user accounts and access using Active Directory, Entra (Azure AD), Microsoft 365, as well as any other involved systems ● Collaborate with the Assistant IT Director on service improvement, process development, and implementation of new tools or systems ● Troubleshoot advanced technical issues related to workstations, remote connectivity, authentication, and endpoint performance ● Document processes, workflows, and troubleshooting guides for use by the Helpdesk team ● Support monitoring of endpoint performance and proactively address emerging technical issues ● Participate in implementation and testing of new software, tools, or updates ● Provide phone or remote IT support across Protocall’s remote-first environment ● Set up and configure devices, software, and accounts for new users and employees ● Contribute to the administration of all IT-related systems and cloud-based platforms ● No need to view PHI or access Proteus as part of normal job duties. May have inadvertent access to PHI in the course of performing IT support and administration functions ● Perform other duties as requested ________________________________________ Additional Responsibilities ● Participate in IT Helpdesk on-call rotation (not to exceed 1 week in 4) ● Serve as a technical mentor and training lead across the Helpdesk team ● Act as Subject Matter Expert (SME) for endpoint management and 1–2 other agreed-upon areas of technical scope Requirements for the Helpdesk Technician III All skills required for Helpdesk Technician I and II Minimum of 2–4 years of experience in IT helpdesk, technical support, or desktop administration Proven aptitude to manage and complete technical projects independently Demonstrated leadership or mentorship experience within an IT support environment Strong understanding of modern endpoint management (e.g., MDM, imaging, patching, configuration tools) Working knowledge of Microsoft Active Directory, M365 administration, Windows OS, and basic network principles Ability to diagnose and resolve complex technical issues across diverse platforms Excellent written and verbal communication skills Strong documentation habits and process improvement mindset Endorsement of Assistant IT Director based on experience working with the individua Preferred Certifications (not required, but strongly encouraged): CompTIA A+, Network+, or Security+ Microsoft Certified: Modern Desktop Administrator Associate or equivalent ITIL Foundation certification