Lead L3 Support Engineer- Imaging

Lead L3 Support Engineer- Imaging

Merge medical imaging solutions, offered by Merative, combine intelligent, scalable imaging workflow tools with deep and broad expertise to help healthcare organizations improve their confidence in patient outcomes and optimize care delivery. Meet your radiology, cardiology, enterprise imaging needs – on your own terms – with Merge by Merative imaging solutions. Trusted by 6 of the 10 largest U.S. health systems, Merge empowers healthcare organizations with advanced medical imaging solutions to enhance workflows, optimize care delivery, and help improve patient outcomes. Merge's Imaging Suite, built on a cloud-native foundation, provides solutions for Vendor-Neutral Archive (VNA), PACS, Enterprise Image Viewing and Workflow Orchestration. Merge's portfolio also includes Best in KLAS Cardiology and Hemodynamic Monitoring, and Digital Pathology.

Merge by Merative is seeking a Lead L3 Support Engineer- Imaging to provide advanced technical leadership for our Cloud PACS application, Merge Universal Viewer. This role is ideal for a highly experienced developer who thrives in complex, production‑critical environments and is passionate about application stability, customer impact, and technical excellence. Working under minimal supervision, the Lead L3 Support Engineer- Imaging owns the investigation and resolution of the most complex production and customer issues, leads sustaining development initiatives, and provides hands‑on technical leadership across the Merge Universal Viewer codebase.

Key Responsibilities

Sustaining & Technical Leadership

• Act as a technical lead for sustaining development of the Merge Universal Viewer Cloud PACS application

• Own and drive resolution of complex defects, customer escalations, and Level 3 support issues

• Lead root‑cause analysis for production incidents and recurring reliability issues

• Leverages AI‑assisted development tools to improve software delivery, diagnosis, and issue resolution.

• Improve application stability, performance, resilience, and operational serviceability

• Serve as a technical escalation point for developers, Support, and CloudOps teams

Software Development

• Perform hands‑on software development in accordance with Merge standards, methodologies, and SOPs

• Design, implement, and maintain components within the Merge Universal Viewer Cloud PACS application

• Develop and review designs, test strategies, and product engineering artifacts

• Implement and maintain automated tests and conduct appropriate verification and validation activities

• Ensure solutions meet security, quality, and regulatory requirements

Collaboration & Mentorship

• Provide technical guidance and mentorship to developers across onshore and offshore teams

• Collaborate with Architects, CloudOps, QA, Product Management, and Support

• Engage directly with customer technical teams (alongside Support) to troubleshoot and resolve complex issues

• Identify opportunities to improve development practices, tooling, monitoring, and operational readiness

Operational Support

• Participate in an off‑hours on‑call rotation, responding to critical production issues and customer escalations as required

• Provide leadership during incident response and post‑incident analysis

Required Knowledge & Experience

• 8+ years of professional software development experience, including work on large, complex, production systems

• Demonstrated experience supporting cloud‑hosted applications

• Strong problem‑solving skills with the ability to diagnose issues across application, data, and infrastructure layers

• Proven ability to lead technically without formal people‑management responsibility

• Excellent communication skills with both technical and non‑technical stakeholders

Technical Skills – Cloud PACS / Merge Universal Viewer

• Backend development: C#,.NET, C++

• Frontend development: Angular, TypeScript, JavaScript, HTML, CSS

• Data & persistence: MS SQL Server (including performance tuning and investigation)

• Application architecture: Distributed, cloud‑hosted application with high‑availability requirements

• Imaging & healthcare standards: DICOM, HL7 (strongly preferred)

• Security & identity: Authentication, authorization, secure service‑to‑service communication

• DevOps & operations: CI/CD pipelines, deployment automation, monitoring, and diagnostics

Preferred Experience

• PACS or medical imaging domain experience

• Sustaining or support‑heavy product development roles

• Experience operating within quality‑managed or regulated environments

• Prior experience in a technical lead or senior sustaining role

• Azure solutions architect expert certification would be an asset

Work Environment

• Collaborative product development environment with global teams

• Regular interaction with Support, CloudOps, and customer‑facing teams

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role

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 :

$123,181.41 - $184,772.11 (CAD)

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 employee's health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.

• Vacation to help you rest, recharge, and connect with loved ones
• Paid leave benefits
• Extended health, paramedical, dental, and vision benefits
• Registered retirement and tax-free savings plans
• 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, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.