Principal IT Support Engineer - Diabetes Care

About the role

You are accountable for handling complex medical software complaints, safety issues, and product inquiries for patient-facing cloud and mobile applications within the Diabetes Care portfolio. You will independently manage the entire case lifecycle at global level, 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 the most senior technical expert for case resolution, using your ability to read and understand complex source code to identify the root cause factor of software malfunctions. You will coach and support more junior team members in technical and process aspects. You are the main 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 orchestrate work distribution, manage internal alignments, and ensure the team consistently meets its performance and compliance KPIs. Furthermore you coach your team members to systematically elevate the debugging and automation skillsets of the entire team

Requirements

• A degree in computer science or an IT -related field
• 7+ years of proven track records of working in the area of Software engineering or IT support related functions, showcasing strong lateral leadership, a passion for coaching people and developing agile processes
• Excellent ability to work independently even when faced with uncertainty, pressure and ambiguous information.
• Strong resilience and proven ability to steer a distributed team smoothly through high-pressure, uncertain, and highly visible product quality crises.
• Excellent ability to interact with stakeholders, influence and negotiate to push initiatives forward
• Strong communication skills in English (written and spoken)
• What you get:
• Employment contract (Umowa o pracę),
• Annual bonus payment based on your performance;
• Private healthcare ( LuxMed packages) and group life insurance (UNUM);
• Training, language courses, and diversified career paths are available
• Recharge Days (2 days off per quarter)
• Take time Program (up to 3 months of leave to use for any purpose)
• Flex Location (possibility to perform our work from different places in the world for a certain period of time)
• Take Time for Charity (additional paid leave of maximum 2 weeks to engage in the charity action of your choice)
• Stock share purchase additions;
• Yearly sales of company equipment and many more!
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• https://diagnostics.roche.com/global/en/ca

Benefits

Additional Information

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 As a Principal Software Engineer in Post Market Quality (PMQ), you will be at the forefront of ensuring the quality and performance of Roche's cloud and mobile-based Digital Diabetes Care solutions , among others, handling complaints related to HCP Platforms and patient-facing apps (e.g., mySugr, Accu-Chek SmartGuide) , continuous glucose monitoring data, and accompanying algorithms. Joining the Digital Solutions Chapter means working in a highly transversal software environment, focusing primarily on cloud-based medical software for patients , giving you the opportunity to engage with cutting-edge technologies and diverse programming languages. Your core mission will be to act as the most experienced deep-dive investigator and internal-facing team organizer, as well as the main representative for the closer stakeholders (e.g., Local teams, Development...): You will analyze complex cases, system logs, coordinate investigations with internal partners, and source code to determine the root cause or causal factor of a software malfunction/issue, particularly those involving remote patient monitoring , patient-generated data (e.g., blood glucose levels) , and predictive insights . While your focus is on root cause analysis, you will not be responsible for the final bug fixes.

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