• Provide technical assistance for Net Insight’s products, including both software and hardware support • In depth troubleshooting and lab testing in order to understand and reproduce issues • Create and maintain technical documentation for our knowledge base • Contribute to product improvements by sharing customer feedback and your own ideas

Role Description We are looking for a Technical Support Engineer to join our team supporting radiology and imaging networks across the DACH region. You will be working directly with hospitals, radiology departments, and clinical IT teams to keep mission-critical systems running. What You'll Be Doing - Customer-Facing Technical Ownership - Act as the primary technical support contact for clinics, radiology departments, and hospital IT teams - Deliver remote troubleshooting, analysis, and resolution for production issues, ensuring uptime and performance while maintaining customer SLAs - Provide structured case management aligned with escalation and incident processes used in enterprise healthcare environments - Application & Integration Support - Troubleshoot interoperability across RIS, PACS, EHR, and clinical applications - Investigate HL7 v2.x, DICOM workflows, FHIR APIs, and REST-based integrations - Configure and validate data mapping and transmission across systems - Infrastructure & Platform Diagnostics - Analyze logs, config files, and network behavior to diagnose stability issues - Troubleshoot TCP/IP, DNS, routing, and firewalls in Windows/Linux environments - Work with Kubernetes, Docker, REST APIs, and authentication flows (SSO/OAuth/Keycloak) - Operational Excellence - Manage cases aligned with enterprise SLAs and escalation processes - Contribute to upgrades, release validation, and on-call/weekend coverage - Maintain SOPs and knowledge base articles for repeatable troubleshooting Qualifications - First experience in healthcare IT or application support, ideally with RIS/PACS platforms - Hands-on experience with HL7 v2.x, DICOM, and FHIR/REST-based healthcare interoperability - Linux & Windows troubleshooting; basic database querying (MSSQL/MySQL) - Networking fundamentals and protocol-level diagnostics; cloud exposure (AWS/GCP/Azure) - Familiarity with containerized environments, such as Kubernetes, Docker, REST APIs, and authentication flows (SSO/OAuth/Keycloak) - Experience with tools such as Jira Service Management, HL7 Inspector, Mirth/Cloverleaf, SQL Studio, and WinSCP - Professional proficiency in English (C1+) and German (B1+) mandatory, additional languages (French, Spanish, Dutch) a strong plus Benefits - Flexible working hours and up to 100% remote work within Germany - A competitive compensation and benefits package

VisibleThread is seeking a highly motivated and experienced IT Support Contractor to focus on the deployment, operations, and customer support of our solutions within highly secure, compliant cloud environments. This critical, customer-facing role will specialize in our private cloud and AWS GovCloud deployments, which are specifically designed to handle Controlled Unclassified Information (CUI). The ideal candidate has a strong background in IT support, cloud infrastructure (especially AWS), and a solid understanding of government compliance frameworks (e.g., NIST SP 800-171, CMMC). Key Responsibilities 1. Cloud Deployment and Operations Support - Deployment: Assist customers and internal teams with the technical deployment and configuration of VisibleThread solutions within their private cloud and secure AWS/Cloud Enclave environments. - Infrastructure Troubleshooting: Provide Tier 2/3 operational support for cloud-hosted environments, focusing on the underlying infrastructure, including virtual machines (Linux), networking (VPC, security groups, routing), security (WAF) and storage. - Monitoring and Maintenance: Monitor system health, performance, and security posture of deployed instances, performing routine maintenance, patching, and upgrades in coordination with customer schedules. - Automation: Utilize Infrastrucutre As Code tools and scripting to streamline deployment and recurring maintenance tasks. 2. Customer and Technical Support - Incident Resolution: Serve as a primary technical point of contact for customer support tickets related to cloud deployment, application access, performance, and security settings. - Customer Guidance: Provide clear, professional, and compliant guidance to customers on best practices for operating VisibleThread in their secure, CUI-handling environments. - Documentation: Create and maintain comprehensive technical documentation, knowledge base articles, and runbooks for common deployment scenarios, troubleshooting steps, and security compliance procedures. - Escalation: Collaborate closely with VisibleThread's Engineering and Customer Success teams to ensure complex issues are resolved quickly and effectively. 3. Security and Compliance - CUI/Security Focus: Ensure all support and deployment activities strictly adhere to security policies and compliance requirements associated with handling CUI data (e.g., access control, encryption standards, logging). - Access Management: Administer and troubleshoot user access, identity management (e.g., Active Directory/Azure AD integration), and security protocols within the customer's cloud instance. - Audit Support: Assist customers in preparing for compliance audits by providing data and evidence related to the security posture and configuration of the VisibleThread deployment.

What's the role?As the Senior Technical Support Engineer you are an experienced support engineer with a pre-sales/post sales mindset, and ensures that the Customer makes optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase. You will ensure customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal HERE departments. You have strong customer focus, establish close relationships with the Customer, product management and sales, and are a subject matter expert of the broad range of HERE products and services. Your main responsibilities include: - Analyzing tests and debugging software issues reported by customers - Addressing issues in a systematic approach coordinating across teams and stakeholders to ensure alignment on criticality with a “single source of truth”, timely executive visibility and reporting, have lessons learned built into actionable follow-up plans - Working on technical consulting assignments for/with the customer - Working with sales to complete RFQs and translating customer needs into requirements, products, and solutions - Providing direct technical expertise for opportunities in one or multiple domains of knowledge - Providing feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer) - Participating in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise Who are you?You are a strong candidate for this role if you possess the following skills, competencies, and work experience - Graduate degree in Computer Science, Engineering, or related fields - 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles - Strong experience in software development in Java and/or Python. Experience in SQL, ArcGIS, or Oracle DBMS is desirable - Automotive industry experience and/or mobile application development experience (iOS or Android) will be an advantage - Exposure to Unix/Linux and experience in AWS ( or any other Cloud Ecosystem) - Comfortable with CI/CD processes and tools such as Git, Gerrit, Jenkins. - Excellent communication skills in English and Japanese (Written and Spoken) - Well developed analytical skills and problem-solving mind set HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. Who are we?HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely. At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.