Digital Pathology Helpdesk Engineer

Location: Fully remote from within the Italian region

Base salary: €41,300–€48,600 gross annually. Target incentive pay: 5% of annual base salary.

Company

Leica Biosystems, part of hirify.global, develops diagnostic solutions and digital pathology technologies for cancer diagnostics and pathological healthcare systems.

What you will do

• Diagnose digital pathology faults remotely and provide troubleshooting through phone, email, remote login, and other support tools.
• Resolve routine customer issues and escalate complex cases to specialists or third-level support when required.
• Record customer interactions, interventions, and software issues in customer service and relationship management systems.
• Prioritize incoming contacts according to incident type, contract type, and instrument type.
• Coordinate with multi-country customers, Leica departments, regional dispatch teams, and on-site engineers through issue resolution.
• Identify recurring or difficult problems and propose and implement countermeasures.

Requirements

• Experience with remote software troubleshooting.
• Database management skills, Windows Server 2008–2025, and virtual machines.
• Experience with Mirth Connect and HL7.
• Networking knowledge, including remote storage management, domains, group policies, and firewalls.
• Fluent Italian and English.

Nice to have

• Experience with Leica Biosystems or other digital pathology platforms.
• Technical support experience for systems with hardware components and DICOM.
• Experience using Bomgar or TeamViewer.

Culture & Benefits

• Fully remote work from home within the Italian region.
• Participation in the EMEA Digital Pathology Support & Implementation Team.
• Comprehensive benefits package, with details provided separately.
• Employment classified under the applicable Italian CCNL at level 3.