At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

Here's what we're looking for:

We’re looking for a Product Support Engineer to help drive the success of our on-market products. In this role, you’ll serve as a key resource for Level 2 troubleshooting and support, handling requests from Regional Support Centers, Country Organizations (Affiliates), and external customers. When needed, you’ll collaborate with Level 3 support to resolve more complex issues.

You’ll also have the opportunity to influence product development by participating in and leading design reviews, providing critical feedback, and helping shape service strategies and requirements. This role goes beyond support — you'll also create and update documentation, train internal teams, and work closely with product and software development teams. We're looking for someone who brings a strong foundation in engineering or IT, with hands-on knowledge of installation and repair procedures, system and hardware design, and troubleshooting best practices.

Your responsibilities:

Follows established Global Customer Support (GCS) Quality System procedures as well as Business Area Quality System procedures in the execution of work.

Provides on market support by responding to requests for second level support independently with occasional guidance from senior member of team.

As a support engineer in the software/ IT area, supports IT specialists, implementation managers, workflow consultants and solutions architects. Provides on-call support on a rotational basis.

Applies diverse knowledge and experience of hardware repair, troubleshooting and servicing principles, and practices.

In the software/ IT area, applies diversified experience of IT troubleshooting, software troubleshooting and service principles for the implementation and support of Roche products.

Participates in and sometimes leads design teams to support established service needs within the design change; reviews and approves design content; assists in creation of deliverables (notifications, spare parts) for design team.

Creates/ revises curriculum for technical training sessions and independently delivers training to small groups (focus is on train the trainer, internal 2nd level participants). Applies lean six sigma or other process management tools.

Supports service requirements on development projects and creates/updates service documentation for internal/external training prior to Launch Decision and throughout the products lifecycle..

Utilizes project management fundamentals to ensure assigned projects and respective deliverables are completed on time and on quality.

Qualifications: 

Bachelor's Degree in electronics, engineering, computer science, BA degree, or similar technical degree

Technical Support Experience (Customer facing role incorporating experience with troubleshooting and training methodologies)

For the software/ IT support functional area, the experience would pertain to implementation, installation, troubleshooting, and configuration of software and IT solutions such as Windows Server 2008 and Windows Server 2012. Virtualization platforms.

For hardware, the experience would pertain to installation, repair, assembly and/or testing of electro-mechanical devices.

For IT and Networking, the experience would pertain to implementation, installation, troubleshooting, and configuring of software and IT solutions on High Performance Computers/Servers/Clusters running Linux operating systems (such as Debian 7, Red Hat, Centos).  Experience with installing and configuring firewalls and Remote solutions (HW and SW gateways).

Support of Laboratory Information System (LIS) interfaces is preferred

Your skills:

Ability to effectively present information to internal customers, both in verbal and written form and interact with appropriate cross-functional groups.

Ability to work independently on assigned tasks of a moderate scope with minimal guidance or supervision. Exercises judgment within defined procedures and practices to determine appropriate action.

Possesses good communication, organizational and logical thinking skills. Communicates complex and unfamiliar ideas and solutions easily to users with little or no technical knowledge. Effectively communicates with internal partners as issues escalate to more advanced problems and works to satisfy internal and external partners.

Demonstrates observable behaviors related to Roche’s cultural beliefs.  Courteous and customer oriented. Understands the fundamentals of effective customer communications. Works to satisfy internal and external partners.

Additionally, within the product/hardware support role:

Ability to read and understand electrical, mechanical, assembly drawings, diagrams, schematics, specifications and technical procedures. Ability to read and understand service manuals, technical and service notifications and technical communications in various forms. 

Ability to use  test equipment such as digital multimeters, calibrated gauges, and precision weight scales and use hand tools such as screwdrivers, wrenches, allen wrenches, and various other hand tools. 

Knowledge of softwares such as SolidWorks, iSDoc, Agile, MS Office, Google Mail and Calendar desirable.

Within the software/ IT support role, ability to diagnose, investigate, and solve complex software and IT problems and be able to work under pressure in order to meet tight deadlines when required.

Within the IT and Networking role:

Familiar with networking and associated services (IPv4, DNS, DHCP, etc)

• Practical knowledge of TCP/IP, VPN, RDP, and other network protocols

• Able to read logs from multiple system environments and troubleshoot issues

Familiar with multi-platform system administration

Knowledge of best practices around management, control and monitoring of server infrastructure with hands on experience in networking, routing and switching.

CCNA, Network+, CCNP, CCDP, CCIE or equivalent is preferred

Information Security and Data Privacy fundamentals 

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.