Senior PACS Support Engineer (Remote in Germany)

Position: Technical Support / Health-IT

Location: 100% Remote (Must be based in Germany)

Compensation: €60,000 – €75,000 + Attractive Benefits Package

About Us & Our Mission

We are more than just a technology provider—we are a market leader and pioneer in digital health data management across Germany. For over 25 years, we have been revolutionizing how medical image data is stored, shared, and utilized. Built on a foundation of secure long-term archiving, our future focuses on intelligent, connected healthcare systems. We currently manage over 30 petabytes of medical imaging data on behalf of our clients.

We consider ourselves the backbone of digital transformation for hospitals and specialist practices. Through our innovative, vendor-neutral, and easy-to-deploy Cloud Software as a Service (SaaS) for image data management, we provide the technical foundation that allows internal IT departments and healthcare staff to focus on what matters most: patient care.

Our Core Values

• Confident, Yet Humble: We are domain experts who know our field inside and out. We carry ourselves with confidence while interacting as equal partners.
• Pragmatic & Solution-Oriented: We focus on practical, everyday usability for complex projects. Our motto: Build, Test, Learn.
• Respectful & Appreciative: Diverse teams thrive on strong collaboration. Our guide: Be curious, not judgmental.
• Win or Lose Together: Everyone contributes to success. We support one another and tackle challenges side by side.
• Driven to Learn: We continuously advance both professionally and personally.
• Embracing Change: We do not fear change; we leverage it for continuous improvement.

Core Responsibilities

• PACS & Client Support: Serve as the primary point of contact (Tier 1 Support) for users and IT specialists within hospital and clinical PACS teams, answering technical queries about our imaging solutions.
• Incident Management (Tier 2): Independently troubleshoot and resolve technical issues across our PACS, cloud, archiving solutions, frontend servers, and applications.
• Analysis & Monitoring: Perform root-cause analysis for system issues and continuously monitor PACS services across internal and client platforms.
• Process Improvement: Refine operational and support processes to elevate overall customer service quality.
• Infrastructure & Key Accounts: Oversee archiving applications within our data centers and handle technical escalation management for major PACS enterprise clients.
• Knowledge Sharing: Organize and expand system and software documentation alongside our internal knowledge base.

Additional Responsibilities for the Team Lead Track (With reduced hands-on support tasks):

• Leadership: Provide functional and disciplinary leadership for the remote support team.
• Resource Management: Prioritize and direct team tasks, workload, and capacity.

Candidate Profile & Qualifications

Essential Criteria

• Professional Experience: At least 5 years of background in technical customer support (Tier 1 & Tier 2), ideally centered on clinical IT systems.
• Education: Completed vocational IT training (e.g., IT Systems Integration), a degree in a relevant field, or equivalent practical qualification.
• Health-Tech & PACS Knowledge: Strong grasp of clinical IT environments, specifically PACS systems and standards like DICOM, IHE, and HL7.
• Technical Stack: Hands-on experience working with Windows Servers, SQL databases, and archiving environments.
• Language Proficiency: Fluent in German (minimum C1 level, written and spoken) and solid proficiency in English (minimum B2 level).
• Interpersonal Skills: Exceptional communication skills, a service-oriented mindset, and a passion for direct customer engagement.

Mandatory for the Team Lead Track:

• Prior leadership experience (functional or disciplinary), preferably managing remote teams.
• Strong desire and drive to build, structure, and develop a technical support team.

Note: For the Team Lead role, proven expertise in team leadership, support workflows, and task prioritization takes precedence over deep domain knowledge (e.g., DICOM/HL7).

Preferred Qualifications

• Familiarity with IT Service Management frameworks (such as ITIL).
• Practical experience with agile methodologies (Scrum, Kanban).
• Hands-on exposure directly within a hospital or Health-IT environment.

What We Offer

• Flexibility: Entirely remote work setup within Germany for a healthy work-life balance.
• Impact: Significant autonomy to actively design and shape internal structures and processes.
• Growth: Opportunity to step into a key leadership position as a Team Lead and build out your own support unit.
• Purpose: An innovative healthcare product that delivers a tangible, positive contribution to society.
• Culture: A dynamic, motivated team with flat hierarchies and close collaboration with Engineering & Operations teams.
• Stability: The agility of modern cloud technology backed by the security of a market leader with a 25-year track record.