Digital Pathology Helpdesk Engineer

This is a fully remote position, open to applicants in Germany.

📋 Description

• Address incoming routine Digital Pathology inquiries from customer care and technical support teams in regional markets

• Elevate cases to specialists or third-level support when advanced expertise is necessary

• Maintain and update customer account records and cases for interventions conducted

• Communicate with regional dispatch teams when on-site intervention is required

• Assist on-site engineers and monitor interventions remotely until completion

• Diagnose issues remotely and offer troubleshooting support via phone, email, and remote access

• Document activities and software problems in customer service and relationship management systems

• Work collaboratively with multi-national, multi-lingual customers and Leica departments to resolve challenges

• Accept and prioritize incoming phone calls and emails based on incident type, contract type, and instrument type

• Independently resolve complex issues and assess when to escalate to the Manager

• Identify, suggest, and implement solutions for recurring or challenging problems

⛳️ Requirements

• Proficient in remote troubleshooting of software

• Skills in database management

• Knowledge of Windows Server 2008–2022

• Familiarity with virtual machines

• Experience with Mirth Connect and HL7

• Networking expertise, including remote storage management, domain and non-domain environments, group policies, and firewall knowledge

• Proficient in both German and English

• Previous experience with Leica Biosystems digital pathology platform and/or third-party digital pathology platforms is advantageous

• Experience in providing technical support for systems that include hardware components is a plus

• Familiarity with Bomgar and TeamViewer is beneficial

• Fluency in an additional language is an asset

• Experience with DICOM is desirable

🏝️ Benefits

• Flexible, remote work options for eligible positions

• Work from home arrangements

• Eligibility for bonus/incentive pay

• Paid time off

• Medical, dental, and vision insurance for eligible employees