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

At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.  
 

Our success is built on innovation, curiosity and diversity. With more than 100 digital technology and data initiatives already underway, Roche is working with innovative companies in the data, analytics and software fields to transform healthcare delivery through digital solutions. Moreover, Roche is one of the highest spender on research and development (R&D) among global pharmaceuticals, spending more than 20% of revenue. This substantial investment has resulted in products that have advanced the understanding of disease and transformed the practice of medicine.
 

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 deep-dive investigator: You will analyze cases, log files and source code to determine the root cause or causal factor of a software malfunction/issue. 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 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 technical expert for case resolution, using your ability to read and understand source code to identify the root cause/causal factor of software malfunctions. You will consult with senior technical experts on technical and process-related aspects as needed
   

• You are the critical 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

 

Requirements:

• A degree in computer science or an IT related field. 

• Strong IT skills, especially the ability to read and debug source code of different programming languages to understand the root cause of reported issues

• Strong communication skills in English (written and spoken) are essential

• Work experience in the area of Software engineering or IT support related functions is desired

• 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.