Senior Customer Support Engineer (m/w/d) MedTech

About the Company

Telepaxx Medical Data GmbH offers GDPR-compliant, quickly integrable Software-as-a-Service solutions from the cloud for hospitals and medical practices. Solutions are tailored to the needs of imaging departments such as radiology, orthopedics, cardiology, and gynecology.

About the Role

You will support hospitals and medical practices in optimally utilizing innovative SaaS solutions for image data management. With extensive expertise and experience in the healthcare/MedTech field, you ensure that the processing of sensitive patient data runs smoothly—a task that truly matters.

Responsibilities

• Serve as competent contact person for users and IT staff from PACS teams regarding technical questions about our image data management solutions
• Independently handle and resolve customer inquiries and issues in 1st-level support for cloud and archive solutions, frontend servers, and applications
• Provide technical resolution of issues in 2nd-level support in archive applications and on frontend servers
• Conduct root-cause analyses and work cross-departmentally to resolve issues
• Monitor services and applications on internal and customer systems
• Manage operations and control of archive applications in our data centers
• Handle escalation management and continuous technical support for major customers
• Continuously improve internal support processes and provide technical support to team members
• Structure and expand system and software documentation as well as internal knowledge databases

Requirements

• Completed professional training or degree in computer science or comparable qualification
• Multiple years of experience in technical customer support (preferably in medical environment)
• Solid knowledge 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/experience in IT Service Management and IT operations processes (e.g., ITIL)
• Strong communication skills and service-oriented mindset
• Enjoyment of direct customer contact
• German language skills at minimum C1 level and good English language skills

Benefits

• Collegial, appreciative, and motivating work environment with mutual support and team celebration of successes
• Significant creative freedom for implementing own ideas
• Meaningful tasks: You directly contribute to optimal patient care—work with real impact
• Opportunity to work on innovative medical and healthcare technology solutions