Senior Customer Support Engineer - MedTech

Responsibilities

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• Act as a competent point of contact for end users and IT staff from PACS teams in hospitals and clinics for all questions related to our imaging data management solutions.
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• Independently handle customer inquiries and incidents in 1st level support for our cloud and archive solutions, frontend servers, and applications.
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• Technically resolve incidents in 2nd level support for archive applications and frontend servers.
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• Continuously improve our support and operations processes to enhance customer service and achieve sustainable problem resolution.
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• Conduct root-cause analyses and collaborate across departments to resolve issues.
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• Monitor services and applications on internal systems as well as customer environments.
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• Take responsibility for the operation and control of archive applications in our data centers.
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• Manage escalations and provide ongoing technical support for large customers.
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• Structure and expand system and software documentation and the internal knowledge base.
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Team Lead Variant — Additional Responsibilities

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• Provide technical and disciplinary leadership of the support team.
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• Prioritize and coordinate tasks and resources within the support team.
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Requirements

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• Completed vocational training or degree in computer science or a comparable qualification.
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• At least 5 years of relevant professional experience.
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• Strong knowledge of clinical IT, especially PACS systems, and communication standards DICOM, IHE, HL7.
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• Ideally practical experience with Windows Server, SQL databases, and archive systems.
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• Very good German skills (C1) and good English skills (B2).
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• Excellent communication and a service- and customer-oriented mindset with a passion for direct contact with customers.
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Team Lead Variant — Must-Have

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• Experience in technical customer support.
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• Experience collaborating with remote teams.
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• Initial leadership experience (functional or disciplinary).
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• Desire to build and develop a team; openness to change and a proactive attitude.
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Nice-to-Have

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• Knowledge of IT Service Management (e.g., ITIL).
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• Experience with agile methodologies.
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• Practical knowledge of clinic or healthcare IT.
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Benefits

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• Significant room for shaping processes and the team.
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• Leadership role with the opportunity to build and develop a support team.
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• Innovative healthcare product with high societal impact.
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• Youthful, motivated team and close collaboration with Engineering & Operations.
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• Up to 4 days of home office per week for flexible work arrangements.
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• Use of modern cloud and archive technologies within an established mid-sized company.
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Additional Information

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• Required Experience: 5 years
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• Employment Type: Full-time
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