AGFA HealthCare - Senior Support Engineer

ictjob.be; Gent; On-site; EUR 60,000 - 85,000; Full time

Job summary

ictjob.be is seeking a technical support professional to own and resolve complex incidents within enterprise healthcare IT environments. You will diagnose issues, coordinate across teams, and communicate clear resolution plans to customers and internal stakeholders.

You will build deep product expertise, provide advanced guidance to global teams, and contribute to monitoring improvements, automation, and knowledge sharing. Fluent English is required; additional languages are a plus.

Responsibilities

• Diagnose and resolve complex incidents affecting enterprise healthcare IT solutions.
• Take end-to-end ownership of technical issues and drive them toward resolution.
• Analyze logs, metrics, diagnostics, and system behavior to identify root causes.
• Coordinate technical activities across teams during critical customer situations.
• Communicate findings, recommendations, and resolution plans clearly to customers and internal stakeholders.
• Build and maintain deep expertise in our products, technologies, and solution architectures.
• Provide advanced technical guidance to support teams around the world.
• Work across enterprise applications, operating systems, databases, networking, integrations, cloud, and containerized environments.
• Collaborate with R&D and other specialists on challenging technical issues and escalations.
• Identify recurring issues, technical trends, and systemic problems and contribute to root cause analysis and corrective actions.
• Contribute to the continuous improvement of our monitoring and observability platform, helping us identify emerging issues proactively, prevent incidents, and improve the reliability of our customers' environments.
• Turn lessons learned into technical documentation and reusable knowledge.
• Contribute ideas that improve product quality, support processes, automation, and operational efficiency.
• Share knowledge and mentor colleagues across our global support organization.
• Contribute to the operational readiness of new releases, upgrades, and customer deployments.
• Represent customer needs and operational experience when collaborating with Product Management, R&D, Quality, and other stakeholders.
• Explore opportunities to use automation and AI-assisted diagnostics to improve customer outcomes.

Job description

What you'll do

• Solve complex technical problems:
  • Diagnose and resolve complex incidents affecting enterprise healthcare IT solutions.
  • Take end-to-end ownership of technical issues and drive them toward resolution.
  • Analyze logs, metrics, diagnostics, and system behavior to identify root causes.
  • Coordinate technical activities across teams during critical customer situations.
  • Communicate findings, recommendations, and resolution plans clearly to customers and internal stakeholders.
• Be a technical expert:
  • Build and maintain deep expertise in our products, technologies, and solution architectures.
  • Provide advanced technical guidance to support teams around the world.
  • Work across enterprise applications, operating systems, databases, networking, integrations, cloud, and containerized environments.
  • Collaborate with R&D and other specialists on challenging technical issues and escalations.
• Prevent tomorrow's incidents:
  • Identify recurring issues, technical trends, and systemic problems and contribute to root cause analysis and corrective actions.
  • Contribute to the continuous improvement of our monitoring and observability platform, helping us identify emerging issues proactively, prevent incidents, and improve the reliability of our customers' environments.
  • Turn lessons learned into technical documentation and reusable knowledge.
  • Contribute ideas that improve product quality, support processes, automation, and operational efficiency.
• Help the team and our services grow:
  • Share knowledge and mentor colleagues across our global support organization.
  • Contribute to the operational readiness of new releases, upgrades, and customer deployments.
  • Represent customer needs and operational experience when collaborating with Product Management, R&D, Quality, and other stakeholders.
  • Explore opportunities to use automation and AI-assisted diagnostics to improve customer outcomes.

What will help you succeed

You enjoy solving difficult technical problems and are comfortable when the answer is not immediately obvious. You combine technical curiosity with a strong customer focus and

• Take ownership and follow problems through to resolution
• Communicate complex technical topics clearly
• Remain effective in high-pressure customer situations
• Collaborate well across teams, cultures, and geographies
• Enjoy sharing knowledge and helping others succeed
• Bring a continuous learning and improvement mindset

Fluent written and spoken English is required; additional languages are an advantage. A degree in Computer Science, Information Technology, Engineering, Healthcare Informatics, or a related discipline is preferred, although equivalent professional experience...