Digital Pathology Helpdesk Engineer (Digital Pathology)

Location: Fully remote within the DACH region

Company

Global life sciences, diagnostics, and biotechnology organization developing solutions for cancer diagnostics and digital pathology.

What you will do

• Respond to routine digital pathology queries from customer care and technical assistance teams.
• Diagnose software faults remotely and provide troubleshooting through phone, email, remote login, and other support tools.
• Record customer activities, interventions, cases, and software issues in customer service and relationship management systems.
• Prioritize incoming contacts according to incident, contract, and instrument type.
• Escalate complex issues to specialist or third-level support and coordinate with regional dispatching teams when on-site intervention is needed.
• Identify, propose, and implement countermeasures for recurring or difficult issues.

Requirements

• Experience troubleshooting software remotely.
• Database management skills and experience with Windows Server 2008–2022 and virtual machines.
• Experience with Mirth Connect and HL7.
• Networking skills, including remote storage management, domain and non-domain environments, group policies, and firewall knowledge.
• Fluent German and English for communication with multi-country and multi-language customers.

Nice to have

• Experience with the digital pathology platform or third-party digital pathology platforms.
• Technical support experience for systems with hardware components.
• Experience with Bomgar and TeamViewer.
• Additional language fluency and experience with DICOM.

Culture & Benefits

• Remote work from home for this eligible role.
• Participation in the EMEA Digital Pathology Support & Implementation Team.
• Paid time off and medical, dental, and vision insurance for eligible employees.
• Eligibility for bonus or incentive pay.
• Continuous improvement culture focused on impactful healthcare and diagnostic solutions.