[Hiring] German Speaking Senior PACS Support Engineer @Ignite

Role Description

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.

Qualifications

• 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).

Requirements

• 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.

Benefits

• 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.