Senior Customer Support Engineer – MedTech

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.

• Act as a competent point of contact for end users and IT staff from PACS teams in hospitals and clinics.

• Handle customer inquiries/incidents in 1st level support for cloud/archive solutions, frontend servers, and applications.

• Resolve incidents in 2nd level support for archive applications and frontend servers.

• Improve support and operations processes for sustainable problem resolution.

• Conduct root-cause analyses and collaborate across departments.

• Monitor services and applications on internal systems and customer environments.

• Operate and control archive applications in data centers.

• Manage escalations and provide ongoing technical support for large customers.

• Expand system/software documentation and internal knowledge base.

Team Lead Variant – Additional Responsibilities

• Provide technical and disciplinary leadership of the support team.

• Prioritize and coordinate tasks/resources within the team.

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

• At least 5 years of relevant professional experience.

• Strong knowledge of clinical IT, PACS systems, and standards (DICOM, IHE, HL7).

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

• Very good German skills (C1) and good English skills (B2).

• Excellent communication and customer-oriented mindset.

Team Lead Variant – Must-Have

• Experience in technical customer support.

• Experience collaborating with remote teams.

• Initial leadership experience.

• Desire to build and develop a team.

Nice-to-Have

• Knowledge of IT Service Management (e.g., ITIL).

• Experience with agile methodologies.

• Practical knowledge of clinic/healthcare IT.

• Room for shaping processes and the team.

• Leadership role with opportunity to build a support team.

• Innovative healthcare product with societal impact.

• Motivated team and collaboration with Engineering & Operations.

• Up to 4 days of home office per week.

• Use of modern cloud/archive technologies in a mid-sized company.