AI-Driven Lab Software Support Engineer

Clinisys; Paris; Hybrid; EUR 42,000 - 64,000; Full time

Job summary

Clinisys in Paris is seeking a Laboratory Software Support Engineer to provide application and technical support for Clinisys software used in diagnostic laboratories. You will resolve incidents, understand software behavior and maintain workflows critical to daily operations.

Working in French with customers and in English with international colleagues, you will collaborate with Support, Product and Engineering teams, maintain accurate case records and contribute to knowledge content.

Qualifications

• Strong customer-service skills and the ability to build credible working relationships with laboratory users and customer stakeholders.
• Good understanding of scientific or diagnostic laboratory processes and the role of software within laboratory operations.
• Strong analytical, diagnostic and problem-solving abilities.

Responsibilities

• Receive and respond to customer incidents and service requests through the approved support channels and call-management system.
• Assess the operational impact and urgency of each incident, establish the appropriate priority and manage the case in line with contracted service levels.
• Take ownership of incidents through to a satisfactory conclusion, keeping customers and relevant internal teams informed of progress, risks, workarounds and resolution.
• Investigate application, configuration, workflow and technical issues using a structured diagnostic and problem-solving approach.
• Use an understanding of scientific and diagnostic laboratory processes to interpret customer issues, ask relevant questions and recognise the effect of incidents on laboratory operations.
• Provide clear and practical guidance to laboratory users, adapting communication for technical and non-technical audiences.
• Apply the defined escalation process and involve senior support colleagues, Product or Engineering teams when an incident exceeds the available time, knowledge or contracted level of support.
• Maintain complete and accurate case records, including investigation steps, customer communications, time spent, decisions, workarounds and final resolution.
• Develop and maintain knowledge of Clinisys products, SaaS environments, customer configurations, laboratory workflows and relevant industry developments.
• Create and update support documentation and knowledge-base content to improve consistency, customer service and speed of resolution.
• Contribute customer and support insight to product and internal-system improvements, including recurring-issue identification and feedback on laboratory workflows.
• Use approved generative and agentic AI tools to support research, troubleshooting, summarisation and documentation, applying critical judgement and complying with privacy, security, confidentiality and responsible-AI requirements.
• Participate in team meetings, agreed training and continuous professional development, and share knowledge with colleagues.
• Participate in service-desk shifts and the arrangements required to support the 24/7 service plan.

Skills

Strong customer-service

Laboratory processes knowledge

Analytical problem-solving

Job description

Clinisys in Paris is seeking a Laboratory Software Support Engineer to provide application and technical support for Clinisys software used in diagnostic laboratories. You will resolve incidents, understand software behavior and maintain workflows critical to daily operations.

Working in French with customers and in English with international colleagues, you will collaborate with Support, Product and Engineering teams, maintain accurate case records and contribute to knowledge content.