About the Job Posting
We are looking for a Senior Customer Support Engineer with 5+ years of experience in MedTech to deliver 1st- and 2nd-level support for PACS-based imaging data management solutions. The role also offers an optional team leadership track.
Language Requirements
Job Description
We are looking for a Senior Customer Support Engineer to join our MedTech team in Munich (hybrid). In this role, you will apply your clinical IT expertise, including PACS systems and standards such as DICOM, IHE, and HL7, to support imaging data management solutions. The position offers a broad scope with opportunities for growth, including a team leadership path for the right candidate.
Responsibilities
- 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.
- Independently handle customer inquiries and incidents in 1st-level support for our cloud and archive solutions, frontend servers, and applications.
- Technically resolve incidents in 2nd-level support for archive applications and frontend servers.
- Continuously improve our support and operations processes to enhance customer service and achieve sustainable problem resolution.
- Conduct root-cause analyses and collaborate across departments to resolve issues.
- Monitor services and applications on internal systems as well as customer environments.
- Take responsibility for the operation and control of archive applications in our data centers.
- Manage escalations and provide ongoing technical support for large customers.
- Structure and expand system and software documentation and the internal knowledge base.
Team Lead Variant — Additional Responsibilities
- Provide technical and disciplinary leadership of the support team.
- Prioritize and coordinate tasks and resources within the support team.
Requirements
- Completed vocational training or degree in computer science or a comparable qualification.
- At least 5 years of relevant professional experience.
- Strong knowledge of clinical IT, especially PACS systems, and communication standards such as DICOM, IHE, and HL7.
- Ideally, practical experience with Windows Server, SQL databases, and archive systems.
- Very good German skills (C1) and good English skills (B2).
- Excellent communication and a service- and customer-oriented mindset, with a passion for direct contact with customers.
Team Lead Variant — Must-Have
- Experience in technical customer support.
- Experience collaborating with remote teams.
- Initial leadership experience, either functional or disciplinary.
- Desire to build and develop a team, with openness to change and a proactive attitude.
Nice-to-Have
- Knowledge of IT Service Management, e.g., ITIL.
- Experience with agile methodologies.
- Practical knowledge of clinic or healthcare IT.
Benefits
- Significant room for shaping processes and the team.
- Leadership role with the opportunity to build and develop a support team.
- Innovative healthcare product with high societal impact.
- Youthful, motivated team and close collaboration with Engineering & Operations.
- Up to 4 days of home office per week for flexible work arrangements.
- Use of modern cloud and archive technologies within an established mid-sized company.
Additional Information
- Required Experience: 5 years
- Employment Type: Full-time
Job Type: Full-time
Pay: 60.000,00€ - 72.000,00€ per month
Work Location: In person
