Technical Support Engineer

Roche; Sant Cugat del Vallès; Presencial; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

Roche is seeking a Support and Training Specialist for Information Solutions Products. This role involves providing technical support and training to both internal teams and customers, requiring a Bachelor’s degree in IT and experience in software support, preferably in healthcare environments. The successful candidate will possess strong communication and problem-solving skills, ensuring effective teamwork and customer satisfaction.

Formación

• Bachelor's degree in IT, Computer Science, or medical-technical background.
• Experience in software support and training.
• Fluent in English; Spanish is a plus.

Responsabilidades

• Provide second-level technical support and training.
• Develop and maintain training methodologies.
• Facilitate knowledge transfer and maintain service documentation.

Conocimientos

Intercultural competencies

Customer-focused approach

Problem analysis and resolution

Effective teamwork

Communication skills

Educación

Bachelor’s degree in IT or related field

Herramientas

Cloud architecture knowledge

AWS components knowledge

Descripción del empleo

At Roche, you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted, and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop, and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

For our Global Customer Support department, we are looking for a Support and Training Specialist for our Roche Information Solutions Products.

In this versatile position, you will act as supporter, trainer, and coordinator at the pivotal point between our global affiliates and internal departments with the following key responsibilities:

Your main tasks:

1. Provide second-level technical support to minimize downtimes and offer quick solutions, both remotely and on-site (if needed). Continuously acquire and share RIS product knowledge, ensuring training and support readiness.
2. Facilitate knowledge transfer to trainers, service representatives, customers, and product managers. Maintain and update a product-specific knowledge pool and create, review, and update service information, documentation, and training content.
3. Develop and maintain training methodologies and learning paths, conduct training for end customers and support staff, and oversee related processes like e-learning and service documentation. International travel up to 30%.
4. Define and adhere to service, training, and support concepts, optimizing processes to improve quality and efficiency. Support regional cooperation and manage certification and recertification of trainers.
5. Assist in product pilots, develop preliminary documentation, and prepare for launches. Publish and maintain Service Notifications.

Who you are:

1. You hold a Bachelor’s degree in IT, Computer Science, Management Information Systems, or a medical-technical background with IT knowledge.
2. You have experience or background in support and training of software products with a high degree of subject matter expertise.
3. You possess strong intercultural competencies and good communication skills, being fluent in English, both oral and written; Spanish is an advantage.
4. You have strong interpersonal and stakeholder management skills, a customer-focused approach, and highly effective teamwork and collaboration skills. Ability to explain complex technical concepts understandably.
5. You have problem analysis and resolution skills, curiosity, willingness to learn, and enjoy working in global matrix structures and self-managed teams.

Additional assets include:

• Experience in healthcare environments like Lab Middlewares, LIS, or HIS.
• Implementation/field experience in IT infrastructure: networks, firewalls, security, and interoperability protocols.
• Knowledge of cloud architecture, AWS components, and metrics.
• Ability to run commands on servers and troubleshoot cloud components.
• Experience with VM environments and remote connectivity.

Roche fosters a space where people feel free to contribute ideas to create innovative solutions that maintain our competitiveness and market leadership.

Our organizational success depends on creating an environment where people are treated with respect and have equal opportunities and resources, regardless of values, beliefs, race, age, sex, ways of thinking, experiences, preferences, behaviors, or physical limitations.

Do you dare to contribute? Apply now!

Who we are

A healthier future drives us to innovate. Over 100,000 employees worldwide are dedicated to advancing science, ensuring access to healthcare today and for generations to come. Our efforts have resulted in more than 26 million people treated with our medicines and over 30 billion tests using our diagnostics products. We empower each other to explore new possibilities, foster creativity, and maintain high ambitions to deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.