AGFA HealthCare

Senior support Engineer | AGFA HealthCare global support NetworkbrbrbrJoin our Global Support Network (Gsn) and help ensure the reliability and availability of our healthcare IT solutions used by customers around the world.brbrAs a Senior Support Engineer / Domain Expert, you will solve complex technical problems in business-critical customer environments, working closely with regional support teams, Cloud Operations, Professional Services, Product Management, Quality, and RD. You will combine deep technical troubleshooting with strong customer engagement and take ownership of issues through resolution.brbrBeyond resolving incidents, you will help us prevent them by identifying recurring problems, improving our monitoring and observability capabilities, sharing knowledge, and contributing to more proactive and predictive support.brbrbrbrbrWhat you'll dobrbrSolve complex technical problems:brbrDiagnose and resolve complex incidents affecting enterprise healthcare IT solutions.brTake end-to-end ownership of technical issues and drive them toward resolution.brAnalyze logs, metrics, diagnostics, and system behavior to identify root causes.brCoordinate technical activities across teams during critical customer situations.brCommunicate findings, recommendations, and resolution plans clearly to customers and internal stakeholders.brbrBe a technical expert:brbrBuild and maintain deep expertise in our products, technologies, and solution architectures.brProvide advanced technical guidance to support teams around the world.brWork across enterprise applications, operating systems, databases, networking, integrations, cloud, and containerized environments.brCollaborate with RD and other specialists on challenging technical issues and escalations.brbrPrevent tomorrow's incidents:brbrIdentify recurring issues, technical trends, and systemic problems and contribute to root cause analysis and corrective actions.brContribute 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.brTurn lessons learned into technical documentation and reusable knowledge.brContribute ideas that improve product quality, support processes, automation, and operational efficiency.brbrHelp the team and our services grow:brbrShare knowledge and mentor colleagues across our global support organization.brContribute to the operational readiness of new releases, upgrades, and customer deployments.brRepresent customer needs and operational experience when collaborating with Product Management, RD, Quality, and other stakeholders.brExplore opportunities to use automation and AI-assisted diagnostics to improve customer outcomes.brbrbrbrbrWhat you bringbrbrbrWe are looking for someone with:brbr3 to 5 years of experience in technical customer support, enterprise software support, healthcare IT, or a comparable technical role.brStrong troubleshooting and analytical skills, ideally gained in business-critical or mission-critical environments.brA good understanding of enterprise application architectures, networking, operating systems, databases, and system integrations.brHands-on Kubernetes experience, including supporting and troubleshooting containerized applications and environments.brHands-on AWS experience, with practical knowledge of cloud infrastructure, networking, monitoring, and operations.brExperience analyzing logs, metrics, diagnostics, and other technical data to isolate complex problems.brExperience working directly with customers and managing technical escalations.brFamiliarity with ITSM and ITIL-based support processes.brExperience with healthcare IT is an advantage, but not essential.brbrbrbrWhat will help you succeedbrbrbrYou enjoy solving difficult technical problems and are comfortable when the answer is not immediately obvious. You combine technical curiosity with a strong customer focus andbrbrTake ownership and follow problems through to resolutionbrCommunicate complex technical topics clearlybrRemain effective in high-pressure customer situationsbrCollaborate well across teams, cultures, and geographiesbrEnjoy sharing knowledge and helping others succeedbrBring a continuous learning and improvement mindsetbrbrFluent 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 will also be considered.brbrbrWorking in our global support Network teambrbrbrOur Gsn operates through a follow-the-sun support model, providing expert support to customers worldwide. The role therefore requires some flexibility in

working hours
and may include participation in on-call rotations, weekend coverage, and occasional after-hours support.brbrbrWhy join us?brbrbrThis is more than a traditional support role. You will comb