Senior Customer Support Engineer – MedTech

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

📋 Description

• Serve as a knowledgeable point of contact for users and IT personnel from our customers' PACS teams regarding technical inquiries related to our imaging data management solutions.

• Manage and resolve customer questions and incidents independently in first-level support for our cloud and archive solutions, as well as frontend servers and applications.

• Provide technical resolution for incidents in second-level support concerning our archive applications and frontend servers.

• Employ an analytical mindset to conduct root-cause analyses and collaborate cross-functionally to address issues effectively.

• Oversee the monitoring of services and applications on both internal and customer systems.

• Take responsibility for the operation and management of archive applications within our data centers.

• Handle escalation management and provide ongoing technical support for key customers.

• Focus on the continuous enhancement of internal support processes and mentor team members technically.

• Organize and expand system and software documentation, as well as the internal knowledge base.

⛳️ Requirements

• Completed vocational training or a degree in computer science, or a comparable qualification.

• Several years of experience in technical customer support, preferably within the medical sector.

• Strong understanding of clinical IT, especially PACS systems and communication standards such as DICOM, IHE, and HL7.

• Practical experience with Windows Server, SQL databases, and archive systems.

• Knowledge or experience in IT Service Management and IT operations processes (e.g., ITIL).

• Excellent communication skills and a service-oriented approach.

• Enjoyment of engaging in direct customer interactions.

• Proficient German language skills (at least C1 level) and good English language skills.

🏝️ Benefits

• A collegial, appreciative, and motivating work environment that fosters support and celebrates team successes.

• Significant autonomy to implement your own ideas.

• Meaningful work: contribute directly to optimal patient care — a role with real impact.

• Opportunity to engage with innovative MedTech and HealthTech solutions.

• Short decision-making processes and agile working methods.

• A permanent position with competitive compensation.