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Application Tech Support Specialist
ABOUT THE ROLE
We are seeking a mature technical support engineer for iMerit’s Multi-sensor annotation application. This position offers an excellent opportunity to deepen your skills in application-level support within an applied setting, providing insights and direct feedback to our operations, marketing and solutioning teams as we as directly to customers. You will be part of a motivated, seasoned team of support professionals – this team breathes our company value of being “customer obsessed”.
PRIMARY RESPONSIBILITIES
As a tech support specialist, you will partner with the field service desk team to drive successful outcomes to all levels of inquiries and issues they may encounter on iMerit’s multi-sensor annotation tool.
Provide technical support for applications used by the iMerit internal annotation team and clients.
Develop an understanding of the overall design of supported applications.
Provide high-quality communication to internal users of the tool as well as clients, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA’s.
Work with the service desk team, collaborating with colleagues and product teams.
Troubleshoot application-related issues.
Offer insights and feedback based on your support experiences.
Interact directly with internal customers to understand their needs and provide effective communication.
Document and maintain detailed records of support cases, resolutions, and interactions.
Stay up-to-date with the features and design changes introduced by supported software releases.
Participate in the development and improvement of support processes and procedures.
Assist in training and onboarding new support team members, sharing your knowledge and experience.
Drive team coordination as a key decision-maker, fostering cross-functional alignment and streamlining communication across internal stakeholders to achieve project milestones.
Education and Experience
5 - 8 years of experience in technical support or similar roles
Bachelor’s degree in Computer Science, IT, or related field
(or equivalent practical experience)
Strong analytical and troubleshooting skills with a solution-oriented mindset
Ability to manage multiple issues while maintaining high-quality support
Core Technical Skills
Strong programming skills in Python (preferred) or JavaScript.
Experience with PostgreSQL databases and MongoDB.
Proficient in processes based around cloud file management like AWS S3 buckets and Google Cloud Storage.
Ability to read and debug Python and JavaScript code
Experience working with JSON, CSV, and similar structured data formats
Familiarity with handling large datasets and building/supporting data pipelines
Communication & Mindset
Excellent communication skills (written and verbal)
Highly detail-oriented with strong documentation practices
A customer-first attitude aligned with iMerit’s “customer obsessed” culture
Eagerness to learn and continuously deepen technical expertise
Nice to Have
Strong understanding of medical imaging workflows and DICOM standards
Experience with tools such as pydicom, SimpleITK/ITK, DCMTK, dcm2niix, 3D Slicer
Experience with AI/ML pipelines, especially in medical imaging
Familiarity with radiology datasets or clinical imaging studies
Knowledge of segmentation formats (RTSTRUCT, NIfTI masks)
Exposure to LiDAR, perception systems, or annotation tools
Experience working with PACS or healthcare imaging environments
Why Join Us ?
iMerit was founded in 2012 and has been a leader in AI data solutions for over a decade, helping teams build and deploy machine learning and computer vision applications at scale.
The company’s global headquarters is in San Jose, California, and it operates across multiple regions including the US, India, Europe, and Bhutan.
In addition to data services, iMerit is expanding its footprint in AI product innovation through its Ango Hub platform — developed with the acquisition of Ango.ai — reinforcing its position as a product-led AI technology company. (https://ango.ai/labs)
