Competent point of contact for users and IT staff from our customers' PACS teams for technical questions regarding the use of our imaging data management solutions
Independently handle and resolve customer inquiries and incidents in 1st-level support for our cloud and archive solutions as well as frontend servers and applications
Technical resolution of incidents in 2nd-level support for our archive applications and on frontend servers
Analytical approach: perform root-cause analyses and work cross-functionally to resolve issues
Monitor services and applications on internal and customer systems
Responsible for the operation and management of archive applications in our data centers
Escalation management and ongoing technical support for major customers
Continuous improvement of internal support processes and technical mentoring of team members
Structuring and expanding system and software documentation as well as the internal knowledge base

Completed vocational training or degree in computer science or a comparable qualification
Several years of experience in technical customer support (preferably in the medical environment)
Solid knowledge of clinical IT, particularly PACS systems and communication standards such as DICOM, IHE and HL7
Practical experience with Windows Server, SQL databases and archive systems
Knowledge/experience in IT Service Management and IT operations processes (e.g., ITIL)
Strong communication skills and a service-oriented mindset
Enjoyment of direct customer contact
Very good German skills (at least C1 level) and good English skills

A collegial, appreciative and motivating work environment that supports one another and celebrates successes together as a team
Significant freedom to implement your own ideas
Meaningful work: you directly contribute to optimal patient care — a role with real impact
Opportunity to work on innovative MedTech and HealthTech solutions
Short decision-making paths and agile working methods
A permanent position with attractive compensation

Senior Customer Support Engineer – MedTech

Key skills