Technical Support Engineer - RIS Support & Training Specialist

About the role

Roche's Global Customer Support department is looking for a Support and Training Specialist for its Roche Information Solutions products, focusing on the Software Plan for Lab Quality Management. The role combines clinical laboratory expertise with advanced IT and application support skills, acting as the main link between global affiliates and internal departments and supporting international teams as their trainer, coordinator and system expert. International travel of up to 30% is required.

Key responsibilities

• Provide second-level application and technical support, remotely and on-site if needed, to minimise downtime.
• Keep up-to-date with RIS product knowledge and share it with trainers, service representatives, customers and product managers.
• Maintain and update a product knowledge pool, service documentation and training content.
• Develop training methodologies and learning paths, and train end customers and support staff.
• Oversee processes such as e-learning and service documentation, and define service, training and support concepts to improve quality and efficiency.
• Support regional cooperation, manage trainer certification and recertification, assist in product pilots and prepare for launches.
• Publish and maintain Service Notifications.

Required profile

• Degree in Clinical Laboratory, Biomedical Science, IT, Computer Science or a medical-technical background.
• Experience in support, training, laboratory workflows and Quality Control (QC).
• Fluent English (Spanish is a plus); intercultural competence and comfort in global or self-managed teams.
• High level of subject-matter expertise, curiosity and willingness to learn.

Required skills

• Problem analysis and the ability to explain complex technical concepts simply to clinical stakeholders.
• Additional assets: familiarity with Lab Middleware, LIS, HIS and interoperability standards (IHE, HL7v2, HL7 FHIR).
• Practical knowledge of networks, firewalls, security, VM environments and remote connectivity.
• Understanding of cloud architecture (AWS) and ability to run server commands or complex troubleshooting queries.