Senior Customer Support Engineer - MedTech

Senior Customer Support Engineer - MedTech
IT Support Specialist
Munich / Bavaria / Germany
On-Site
Full Time
€60.000 - €72.000
English B2, German C1
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About the Job Posting
Senior Customer Support Engineer with 5+ years in MedTech, delivering 1st- and 2nd-level support for PACS-based imaging data management, with an optional team leadership track.

Language Requirements
English B2, German C1
Job Description
p>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 DICOM, IHE, 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 (functional or disciplinary).

Desire to build and develop a team; 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

Location: Munich, Bavaria, Germany

Skills required for this job:

• Agile methodologies
• Clinical information systems
• Digital Imaging and Communication in Medicine (DICOM)
• HL7
• Healthcare IT management
• Information technology service management (ITSM)
• Picture archiving and communication system (PACS)
• SQL
• Storage systems
• Team leadership
• Technical customer support
• Windows Server