Medical Software Engineer - Complaint Handling

About the role

Roche is looking for a Medical Software Engineer in Post-Market Quality (PMQ) in Sant Cugat del Vallès. As part of the Digital Solutions chapter, you will handle complaints related to Hospital/Laboratory Information Systems (HIS/LIS), medical data networks, middleware, data communication, apps and algorithms. You will work in a transversal software environment with on-premise and cloud software, acting as an autonomous technical investigator who bridges field troubleshooting and core R&D development teams.

Key responsibilities

• Handle complex medical software complaints, safety issues and product inquiries for on-premise, cloud, mobile and app products
• Manage the full case lifecycle independently, from creation and classification through investigation, collaboration with the on-site troubleshooting team, documentation and resolution
• Escalate unresolved cases to the development department and act as a senior technical expert, reading complex source code to find the root cause
• Apply Roche's internal quality processes and their regulatory background to justify decisions
• Act as an interface with Affiliates and Country Organizations, communicating quality information on time and supporting regional partnership initiatives
• Use automation and data analytics to improve case handling and monitor product performance proactively
• Serve as a trusted technical proxy for the Principal Engineer when required

Required profile

• Degree in computer science or an IT-related field
• 2+ years of proven experience in software engineering or IT support
• Ability to work independently and to present technical work to stakeholders, influencing and negotiating initiatives
• Strong written and spoken English

Required skills

• Strong IT skills, including reading and debugging complex source code in several programming languages
• Automation skills and data analytics experience are a plus