Customer Service Engineer

Roche Holding AG; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

Roche Holding AG in Singapur sucht einen Customer Success Engineer im Bereich Digital Health & AI Solutions (APAC). Die Rolle verbindet Vorverkaufs-Consulting, Infrastruktur-Design, Projektmanagement und Kundeneinführung inklusive Schulungen.

Sie arbeiten als technischer Brückenkopf zwischen Krankenhaus-IT, Endanwendern und F&E, entwerfen skalierbare Deployments und übersetzen KI-Modelle in sichere klinische Workflows. Reisebereitschaft ca. 40%.

Qualifications

• Abgeschlossenes Studium in Gesundheitswissenschaft, Biomedizinische Technik, Health Informatics, Informatik, Cybersecurity oder einem verwandten Bereich.

Responsibilities

• Architektur-Designs entwerfen und PoC-Validierung für KI-Algorithmen durchführen.

Skills

Gute Organisationsfähigkeiten

Exzellente Kommunikationsfähigkeiten

Englischkenntnisse

Problemlösungsfähigkeiten

Teamarbeit

Education

Diplom oder Bachelor-Abschluss im Gesundheitswesen/ Informatik/ Cybersecurity

Tools

Windows

Linux

Python

Java

JSON

XML

Job description

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat - heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.

Die Position

Customer Success Engineer - Digital Health & AI Solutions (APAC)

As a Customer Success Engineer, you will drive the adoption, integration, and regional expansion of our digital healthcare platforms and AI medical algorithms. Operating from our APAC headquarters, this hybrid role blends pre-sales technical consulting, infrastructure design, project management, and hands-on customer onboarding including customer training.

To succeed as a Customer Success Engineer, you must possess a unique combination of technical expertise and strong consultative skills. You will serve as the primary technical bridge between hospital IT teams, clinical end-users, and internal R&D to design scalable deployment architectures and turn complex AI models into secure, reliable clinical workflows. This role is product-agnostic: you are expected to rapidly master new solutions as the portfolio evolves and to apply your healthcare IT, integration, and customer-success expertise across multiple products over time.

The Opportunity:

• Partner with commercial teams to evaluate hospital IT environments, design technical architecture blueprints (cloud, hybrid, or on-premises), and lead proof-of-concept (PoC) validation for AI algorithms.

• Handle the onboarding of new customer sites by working with respective product management teams, external integration partners, the internal software engineering group, and the clinical and technical teams at the customer sites.

• Conduct product technical training for APAC countries to enable and empower them to scale digital solutions selling and implementations in their respective countries.

• Develop and maintain technical reference documents, and deliver enablement tools and frameworks to improve product implementation and demonstration abilities to countries' implementation teams.

• Work collaboratively with the Global Product Lifecycle, Marketing, Service Delivery and Engineering team during the development, launch, and implementation and continue providing feedback to refine the products and processes.

• Communicate effectively with engineers and key stakeholders internally and externally. Should be comfortable filing bugs, monitoring system metrics, acting as an escalation point and working with engineering to articulate problem scenarios for infrastructure and system integration issues.

• Manage technical project plans, milestones, risks and dependencies across multiple concurrent customer implementations and provide regular status updates to the project steering committee and customer stakeholders.

• Perform construction administration duties (e.g. RFIs, RFPs, change orders, etc.).

• Rapidly build expertise in emerging AI technologies, wearable IOT devices, local healthcare workflows, enterprise infrastructure trends, and evolving APAC data privacy regulations.

• Travel: Occasional travel (up to 40%) to APAC customers or Roche sites to support business needs.

Qualifications & Requirements

Education

• Diploma or Bachelor's degree in Healthcare Science, Biomedical Engineering, Health Informatics, Computer Science, Cybersecurity, or a related field

Experience

• 4+ years of experience in customer-facing technical role

• Open to fresh graduates and diploma holders. Prior internship or entry-level experience in healthcare IT, AI, AWS cloud , solutions engineering, or systems design is a plus.

• Digital Pathology, and Digital Medical Algorithm

Technical & Domain Knowledge

• Basic understanding of infrastructure design concepts (network topology, server architecture, cloud platforms like Alicloud/AWS/Azure/GCP/Naver cloud) and foundational cybersecurity (encryption, IAM, firewalls)

• Experience in healthcare integration/interoperable data exchange standards like HL7, FHIR, and DICOM and experience integrating with LIS/EMR

• Experience in Windows, and Linux (UNIX) operating systems configurations, batch scripts, networking, and scheduling.

• Proficiency in programming with at least one language, such as Python, Java, JavaScript, XML, JSON, or API scripting.

• Familiarity with AI server architecture and how these impact deployment of AI models in hospital environments (on-prem, hybrid, cloud).

Core Skills

• Strong organizational skills to manage multiple client deployments simultaneously.

• Excellent communication skills to bridge discussions between clinical teams, IT infrastructure managers, and internal developers.

• Excellent writing and communication skills in English. Additional Asian language expertise is a plus.

• Strong troubleshooting and problem-solving skills in complex environments.

• Proven ability to manage escalations, defusing emotions and delivering difficult messages sensitively.

Mindset & Mobility

• Possess high emotional intelligence

• Looking for individuals who are innovative, demonstrate initiative, and capable of functioning independently toward clear business objectives with limited direct guidance.

• High learning agility, self-starter attitude, and willingness to travel regionally across APAC for site surveys, architectural workshops, and deployments.

Wer wir sind

Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat - heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.

Gemeinsam können wir eine gesündere Zukunft gestalten.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.