Senior Field Support Engineer

AGFA HealthCare; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading healthcare technology firm is looking for a Senior Field Support Engineer in Riyadh. This role involves managing and supporting customers through remote and on-site technical support for healthcare solutions like PACS and RIS. The ideal candidate has over five years of experience in technical customer support, a strong background in IT systems, and is skilled in troubleshooting and problem-solving. The position may require travel of 30–50% within the Middle East.

Qualifications

• 5+ years of experience in a technical customer support role.
• Proven experience supporting mission-critical IT systems.
• Experience with PACS, RIS, and Enterprise Imaging solutions is highly preferred.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal, written, and interpersonal communication skills.
• Willingness to travel 30–50%.

Responsibilities

• Provide remote and onsite technical support to ensure maximum system uptime.
• Perform installation, corrective, and preventive maintenance for Agfa and trained OEM products.
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Ensure compliance with Agfa quality standards, best practices, and technical procedures.

Skills

Technical customer support

Analytical skills

Problem-solving skills

Customer service orientation

Networking concepts

IT security principles

Tools

Oracle

SQL

Job description

Join to apply for the Senior Field Support Engineer (PAC/ RIS/ Enterprise Imaging) role at AGFA HealthCare

The Senior Field Support Engineer is responsible for managing and supporting customers within the assigned territory by delivering remote and on‑site hardware and software support, as well as participating in system implementation and ongoing project activities for Agfa HealthCare solutions.

This role provides day‑to‑day technical service and support for Agfa and third‑party systems, ensuring high system availability, performance, and customer satisfaction. The position plays a key role in promoting Agfa service offerings while continuously improving internal systems, processes, and service quality.

Key Responsibilities

• Perform installation, corrective, and preventive maintenance for Agfa and trained OEM products
• Deliver remote and onsite technical support to ensure maximum system uptime
• Strong knowledge of healthcare integration standards (HL7, DICOM, IHE)
• Apply hardware, storage, virtualization, and system administration skills
• Diagnose, troubleshoot, and resolve complex hardware and software issues
• Interface with hospital IT teams, system administrators, end users, vendors, and internal support teams
• Execute system upgrades, patches, performance tuning, and routine maintenance
• Analyze system defects and apply fixes, workarounds, or permanent solutions
• Manage technical escalations, ensuring timely communication with customers and management
• Maintain accurate and timely service documentation synergizing issues
• Neg-animationstion satisfactory resolutions with stakeholders at all levels (technicians, radiologists, physicists, and management)
• Ensure compliance with Agfa quality standards, best practices, and technical procedures
• Meet customer requirements in line with SLA commitments
• Stay current on Agfa HealthCare products, solutions, and technologies

Experience

• 5+ years of experience in a technical customer support role
• Proven experience supporting mission‑critical IT systems
• Experience with PACS, RIS, and Enterprise Imaging solutions is highly preferred
Strong knowledge of:
• Networking concepts
• Databases (Oracle, SQL)
• IT security principles
• Experience with Agfa solutions or comparable PACS/RIS/EI platforms
• Excellent analytical, troubleshooting, and problem‑solving skills
• Strong verbal, written, and interpersonal communication skills
• Proven time management and organizational skills
• Ability to adapt to change and manage multiple priorities
• Strong customer service orientation with internal and external stakeholders
• Solid understanding of:
  • Technical services operations
  • Healthcare IT environments
  • Product lifecycle and deployment processes
• Willingness to travel 30–50%, depending on business needs

Location: Riyadh, Kingdom of Saudi Arabia. Flexibility to travel in the Middle East region.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Health Care Provider, Engineering, and Information Technology

Industries

Software Development, Hospitals and Health Care, and IT Services and IT Consulting