German Speaking Senior PACS Support Engineer (Remote inGermany)

Location: Remote within Germany (with occasional travel to Munich/Nuremberg/Büchenbach) Salary: €60,000 – €70,000 (up to €72,000 for a very strong fit) + attractive benefits Contract Type: Permanent (Full-time 40h/week, option for 32h available) Industry: Healthcare IT / Cloud-Based Medical Imaging Data Management About Us We are a pioneer and market leader for digital health data management in Germany. For over 25 years, we have been transforming the way medical image data is stored, shared, and utilized. Acting as the technical backbone for hospitals and medical practices, we manage over 30 petabytes of data via our innovative, vendor-neutral Cloud Software-as-a-Service (SaaS) and on-premise archive solutions. With us, you will find flat hierarchies, high autonomy, and a team that tackles challenges together. We are looking for a senior technical professional who wants to move away from just "closing tickets" and instead bring long-term structure to our support processes, with the clear perspective to grow into a formal Team Lead role within 1–2 years. Tasks & Responsibilities In this role, your focus will be on high-level technical support, root-cause analysis, and process optimization. You will act as a driving force for quality, mentoring 3 junior team members and preparing to step into formal leadership. Technical Deep-Dive (2nd Level): Troubleshoot and resolve complex incidents relating to our cloud/archive solutions, applications, and front-end servers. Sustainable Problem Solving: Perform root-cause analyses and coordinate cross-departmental fixes to eliminate recurring support issues sustainably. Process Optimization & Structure: Drive the continuous improvement of our support and operations processes, bringing structure to the team's daily workflows. Customer Care & Escalation: Serve as a competent primary point of contact for IT staff and PACS teams in hospitals/practices, managing key account escalations. Monitoring & Knowledge Management: Monitor services on internal and customer systems, and maintain/expand system documentation and our internal knowledge base. Future Leadership: Prioritize tasks, allocate resources, and support the team as a senior mentor, with the mid-term goal of taking over functional and disciplinary leadership. Your Profile Must-Haves: Experience: 5+ years of professional experience in technical customer support (1st & 2nd level) with strong technical depth and seniority. Domain Expertise: Strong, practical knowledge of PACS systems, DICOM, HL7, and IHE is essential for this role. Technical Foundation: Solid know-how regarding Windows Server environments and SQL databases. Languages: Professional German language skills (minimum C1) and good English skills (minimum B2) are mandatory for communicating with German clinical IT staff. Mindset: A proactive, hands-on "owner" mentality with a strong desire to improve workflows and eventually build/develop a team. Location: Reside within Germany with a reasonable connection to Munich or Nuremberg for occasional office visits (up to 4 days home office per week). Nice-to-Haves: Familiarity with IT Service Management frameworks (e.g., ITIL). Experience with agile working methodologies. Previous professional exposure within clinical IT or healthcare environments. What We Offer The Best of Both Worlds: Enjoy high flexibility with up to 4 days of home office per week, combined with occasional face-to-face collaboration in our Munich or Nuremberg regions. Clear Career Trajectory: A defined growth path to transition into a formal Team Lead position within 1–2 years (no prior formal leadership title required). Room for Impact: High level of autonomy to shape support workflows, eliminate inefficiencies, and build structures from the ground up. Purpose-Driven Work: Work on an innovative healthcare product with a high, tangible social impact. Attractive Package: A competitive base salary up to €72,000 (depending on experience), 30 days of vacation, and an attractive benefits package.