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)
• https://imerit.net/products/3d-point-cloud-multi-sensor-fusion/
• https://imerit.net/solutions/computer-vision/3d-point-cloud-annotation-services/