Senior Support Engineer

Over deze functie

**Senior Support Engineer | AGFA HealthCare Global Support Network**

**About the role**
Join our **Global Support Network (GSN)** and help ensure the reliability and availability of our healthcare IT solutions used by customers around the world.
As a **Senior Support Engineer / Domain Expert**, you will solve complex technical problems in business-critical customer environments, working closely with regional support teams, Cloud Operations, Professional Services, Product Management, Quality, and R&D. You will combine deep technical troubleshooting with strong customer engagement and take ownership of issues through resolution.
Beyond resolving incidents, you will help us **prevent them** by identifying recurring problems, improving our monitoring and observability capabilities, sharing knowledge, and contributing to more proactive and predictive support.

**What you'll do**
**Solve complex technical problems**

* Diagnose and resolve complex incidents affecting enterprise healthcare IT solutions.
* Take end-to-end ownership of technical issues and drive them toward resolution.
* Analyze logs, metrics, diagnostics, and system behavior to identify root causes.
* Coordinate technical activities across teams during critical customer situations.
* Communicate findings, recommendations, and resolution plans clearly to customers and internal stakeholders.

**Be a technical expert**

* Build and maintain deep expertise in our products, technologies, and solution architectures.
* Provide advanced technical guidance to support teams around the world.
* Work across enterprise applications, operating systems, databases, networking, integrations, cloud, and containerized environments.
* Collaborate with R&D and other specialists on challenging technical issues and escalations.

**Prevent tomorrow's incidents**

* Identify recurring issues, technical trends, and systemic problems and contribute to root cause analysis and corrective actions.
* Contribute to the continuous improvement of our **monitoring and observability platform**, helping us identify emerging issues proactively, prevent incidents, and improve the reliability of our customers' environments.
* Turn lessons learned into technical documentation and reusable knowledge.
* Contribute ideas that improve product quality, support processes, automation, and operational efficiency.

**Help the team and our services grow**

* Share knowledge and mentor colleagues across our global support organization.
* Contribute to the operational readiness of new releases, upgrades, and customer deployments.
* Represent customer needs and operational experience when collaborating with Product Management, R&D, Quality, and other stakeholders.
* Explore opportunities to use automation and AI-assisted diagnostics to improve customer outcomes.

**What you bring**
We are looking for someone with:

* **3 to 5 years of experience** in technical customer support, enterprise software support, healthcare IT, or a comparable technical role.
* Strong troubleshooting and analytical skills, ideally gained in **business-critical or mission-critical environments**.
* A good understanding of enterprise application architectures, networking, operating systems, databases, and system integrations.
* **Hands-on Kubernetes experience**, including supporting and troubleshooting containerized applications and environments.
* **Hands-on AWS experience**, with practical knowledge of cloud...

...

\-