La position
Role Purpose
In this very versatile position you act as supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments.
You will be responsible for:
* Technical Support: Provide high-level (Tier 2) remote and on-site support to resolve technical issues and minimize product downtime.
* Knowledge Management: Maintain an updated product knowledge base and create essential service documentation, manuals, and technical notifications.
* Training & Education: Develop learning paths and conduct training sessions for customers and internal staff, including managing trainer certifications.
* Strategic Optimization: Define service concepts and optimize support processes to improve overall quality, efficiency, and regional cooperation.
* Product Launch Support: Assist with product pilots, prepare preliminary documentation for new launches, and handle up to 30% international travel.
Your Profile:
* Education: Bachelor’s degree in IT, Computer Science, MIS, or a medical-technical field with strong IT knowledge.
* Experience & Expertise: Proven background in software support and training, backed by high subject matter expertise.
* Communication Skills: Fluency in English (Spanish is a plus) and the ability to simplify complex technical concepts for others.
* Soft Skills: Strong interpersonal and stakeholder management skills with a deep focus on customer service and teamwork.
* Adaptability: Comfortable working in global matrix structures, self-managed teams, and culturally diverse environments.
Following Knowledge Domains and Experience are additional assets:
* Healthcare environments like Lab Middlewares, LIS or HIS.
* Interoperability standards IHE, HL7v2, HL7 FHIR or similar.
* Cloud Architectures and Networks.
* Observability platforms and toolkits like Datadog, Grafana, Prometheus or Splunk.
* High Level programming languages like Python or similar.
Location
You will be based in Sant Cugat, Spain.
As this position is a global role, international business travel will be required depending on ongoing business project activities.
Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.
Roche is an equal opportunity employer.
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