Role PurposeIn this versatile position you act as a supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments.Key responsibilities include:- Technical Support: Provide high‑level (Tier2) 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.Qualifications- 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.- Preferred Knowledge Domains:- Healthcare environments such as Lab Middlewares, LIS or HIS.- Interoperability standards: IHE, HL7v2, HL7FHIR or similar.- Cloud architectures and networks.- Observability platforms and toolkits: Datadog, Grafana, Prometheus or Splunk.- High‑level programming languages such as Python.LocationBased in Sant Cugat, Spain. International business travel (up to 30%) will be required depending on ongoing projects.Roche is an equal opportunity employer and is strongly committed to a diverse and inclusive workplace.#J-18808-Ljbffr