Senior PACS Support Engineer (Remote in Germany)

Position: Medical Informatics Specialist / Technical Support

Location: Mobile Work / Remote across Germany (On-site options available in the Munich / Middle Franconia regions)

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

Company Profile & Focus

We are driving the digital transformation of the German healthcare industry and stand as a prominent leader in smart medical data management. For over two decades, we have engineered software solutions to securely archive, distribute, and utilize clinical imaging data. Today, we manage over 30 petabytes of data on behalf of our healthcare partners.

As a foundational technology provider, we alleviate operational burdens for hospitals and radiology practices through our vendor-independent Cloud Software as a Service (SaaS). By digitizing image data workflows into a seamless, low-maintenance process, we free up internal IT teams and medical staff—allowing them to dedicate more time to direct patient care.

Our Values & Organizational Culture

• Competent & Down-to-Earth: We rely on deep expertise, yet we interact with teammates and clients as equals with humility.
• Practical & Agile: We solve complex problems pragmatically. Our approach relies on immediate real-world usability: test, adapt, and refine.
• Inclusive & Respectful: Diversity strengthens us. We approach new viewpoints with an open mind and foster mutual respect.
• Shared Success: We tackle challenges as a single unit. We step in for each other and take joint ownership of results.
• Growth-Oriented: Standing still is not an option. We continuously encourage ongoing personal and professional development.
• Embracing Opportunity: We view dynamic market conditions and shifting environments as opportunities to optimize our operations.

Key Responsibilities

• Client Interface & Technical Support: Field incoming Tier 1 support inquiries from IT leads and PACS administrators at clinical facilities, providing guidance on our software solutions.
• Advanced Troubleshooting (Tier 2): Independently diagnose and resolve complex technical faults across our PACS, archive, and cloud environments, as well as associated application servers.
• Root-Cause Analysis & Monitoring: Uncover underlying system issues through systematic root-cause investigations while tracking service reliability on both internal systems and client sites.
• Process Enhancement: Refine internal support workflows to permanently increase resolution speed and overall service performance.
• Data Center & Strategic Accounts: Oversee archiving system operations within our data centers and handle technical escalations for key strategic accounts during critical events.
• Knowledge Management: Maintain and structure internal knowledge bases alongside technical system documentation.

Supplementary Duties for the Team Lead Option (Includes reduced operational support duties):

• Team Leadership: Provide functional and administrative management for a distributed support team.
• Resource Allocation: Oversee daily incoming workloads and strategically manage team capacity.

Required Qualifications & Candidate Profile

Essential Requirements

• Professional Experience: A minimum of 5 years in technical IT support or application management, ideally within a service-focused business.
• Education: Formal IT qualification (e.g., IT Systems Integration Specialist), a degree in (Medical) Informatics, or equivalent practical industry experience.
• Domain Knowledge: Solid grounding in clinical IT environments (PACS) and practical familiarity with DICOM, HL7, and IHE standards.
• Technical Foundation: Hands-on experience administering Windows Server environments and working with SQL database platforms.
• Language Proficiency: Fluent German skills (C1 level) for communicating with German healthcare institutions, paired with solid English proficiency (B2 level).
• Work Style: A strong service orientation, clear communication skills, and genuine enjoyment of direct user interaction.

Additional Requirements for the Team Lead Track:

• Prior leadership experience (functional or administrative), ideally managing distributed or remote teams.
• Strong drive to build out support infrastructure and strategically guide team growth.

Note: For the Team Lead role, proven management skill and process coordination are weighted higher than deep technical detail in medical systems.

Preferred Qualifications

• Familiarity with IT Service Management framework guidelines (such as ITIL).
• Hands-on experience with agile delivery frameworks like Scrum or Kanban.
• Direct prior experience working within an internal hospital IT environment.

Benefits & What We Offer

• Workplace Flexibility: A true remote-first position with full flexibility to work from home anywhere within Germany.
• Creative Freedom: Flat management hierarchies with significant autonomy to introduce new ideas into our workflows and team structures.
• Career Growth: The chance to directly step into management responsibilities and shape your own support division.
• Meaningful Purpose: A stable, forward-thinking career path in Health-IT that directly benefits the broader healthcare system.
• Team Culture: A dynamic, supportive environment working hand-in-hand with Engineering and Operations divisions.
• Long-Term Stability: A secure role backed by an established market leader with over 20 years of history, combined with the innovative atmosphere of modern cloud technologies.