Medical Software Engineer - Complaint Handling

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.

The Position

Medical Software Engineer - Complaint Handling 

As a Software Engineer in Post Market Quality (PMQ), you will be at the forefront of ensuring the quality and performance of Roche’s Digital Solutions, handling complaints related to Hospital/Laboratory Information Systems (HIS/LIS), medical data networks, middleware solutions, data communication, apps, and algorithms. 

Joining the Digital Solutions Chapter means working in a highly transversal software environment, giving you the opportunity to engage with cutting-edge technologies and diverse programming languages for both on-premise and cloud-based software.

Your core mission will be to act as a highly autonomous, deep-dive technical investigator. You masterfully dissect complex, edge-case software failures, bridging the gap between field trouble-shooting and core R&D development teams. While your focus is on root cause analysis, you will not be responsible for the final bug fixes. This role is set within an Agile environment where your innovative ideas and proposals are highly valued, contributing directly to a team focused on continuous improvement.

Main tasks:

• You are accountable for handling complex medical software complaints, safety issues, and product inquiries for software products (on premise, cloud, mobile, apps,...).
  
• You will independently manage the entire case lifecycle, from initial creation and classification to in-depth investigation, collaboration with the on-site trouble-shooting team, documentation and final resolution. For cases that cannot be directly resolved, you take ownership of escalating to the development department. 

• You act as a senior technical expert for case resolution, using your ability to read and understand complex source code to identify the root cause/causal factor of software malfunctions. You master the Roche internal quality processes and understand their regulatory background to justify decisions.
  
• You are an interface with Affiliates and Country Organizations. You will be responsible for the timely communication of essential quality-related information and supporting initiatives that enhance our regional partnerships.
  
• You use your automation and data analytics skills to enhance the case handling process and proactively monitor product performance data
  
• You serve as a trusted technical proxy for the Principal Engineer when required.

Requirements:

• A degree in computer science or an IT related field. 
• 2+ years of proven track records of working in the area of Software engineering or IT support related functions
• Strong IT skills, especially the ability to read and debug complex source code of different programming languages to understand the root cause of reported issues
• Good ability to work independently even when faced with uncertainty.
• Good ability to present technical work to stakeholders, influence and negotiate to push initiatives forwards
• Strong communication skills in English (written and spoken) 
• Automation skills and experience with data analytics are a plus

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Sant Cugat del Vallès. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

Who we are

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.