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Support Engineer
Full-time
Building an
AI‑first organisation
is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function — to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve
, must drive an AI first sense of purpose and urgency.
Clinisys has built an unrivalled reputation for deploying complex diagnostic networks and academic centres – and is the only provider to repetitively deliver to all disciplines end-to-end – at scale. Fostering healthier communities.
Role Description
The Customer Support Engineer will work within the Clinisys Customer Support environment reviewing and resolving incidents as logged by Clinisys customers within Service Level Agreement timescales as directed by the Support Manager to satisfy the customer and business requirements.
This is a permanent role comprising a five-day week from 08h00 till 18h00 with breaks for breakfast and lunch. Added with shifts to cover our 24/7 operations. This is an office job in Orihuela (Alicante), Spain, possibilities to work from home if required.
Responsibilities
To understand, comply and develop with customer and Clinisys procedures, working practices and directives in a timely manner.
Contribute to the development of product software.
To understand the customers’ short and long term strategies, advise and assist with Clinisys products to facilitate these needs.
To partake in the service desk shifts as required.
To fully understand the service Clinisys has been engaged to deliver in line with contractual and other customer expectations.
To establish and maintain high levels of call ownership – resolving, progressing and managing all calls to a satisfactory conclusion on the Clinisys call management system, ensuring that appropriate parties (including caller/customer) are kept up to date on call progress.
To be the single point of contact for the customer.
To establish a quality working relationship with end users and solve their problems in a timely fashion by using and developing diagnosis, analytical, problem solving, discipline specific and technical skills to achieve Service Levels.
To understand and operate the escalation procedure within the defined limits of time, knowledge and level of contracted support.
To behave as a role model for: delivering results; enthusiasm and enjoyment of your work; for teamwork; for coaching and mentoring of colleagues and team members and for professional standards of behavior.
To maintain and update all quality documentation issued to you by the company.
To support the development of internal systems.
To attend team meetings and agreed training courses.
To be responsive to reasonable requests from your line manager.
To progress personal development and encourage the development of other team members.
To complete administrative duties including holiday, sickness and overtime forms in a timely manner.
Register time spent on an incident to the related project.
Knowledge, Skills & Abilities
Experience within an IT or software providers organization is desirable.
Proven knowledge in a scientific lab, with focus on lab process and IT.
Knowledge about SaaS solution and SQL queries is a plus.
Excellent decision making / problem solving skills
Strong planning and organisational skills
Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels
High levels of commitment and ability to take action when necessary
Fluent level of Spanish and English, written and spoken.
Location
: Spain
Salary
Onboarding
As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.
Descripción Del Puesto
El/La Ingeniero/a de Atención al Cliente trabajará en el entorno de Atención al Cliente de Clinisys, revisando y resolviendo las incidencias registradas por los clientes, dentro de los plazos del Acuerdo de Nivel de Servicio (SLA), según lo indique el/la Gerente de Soporte, para satisfacer las necesidades del cliente y del negocio.
Este puesto es permanente y consta de una jornada de cinco días a la semana, de 8:00 a 18:00 h con descanso para desayunar y almorzar. Se incluyen turnos para cubrir nuestras operaciones 24/7. Se trata de un trabajo de oficina en Orihuela (Alicante), España, con posibilidad de teletrabajo si es necesario.
Responsabilidades
Comprender, cumplir y desarrollar los procedimientos, prácticas laborales y directivas del cliente y de Clinisys de forma oportuna.
Contribuir al desarrollo de software del producto.
Comprender las estrategias a corto y largo plazo de los clientes, asesorar y asistir con los productos de Clinisys para satisfacer estas necesidades.
Participar en los turnos de atención al cliente según sea necesario.
Comprender plenamente el servicio que Clinisys ha contratado para prestar, de acuerdo con las expectativas contractuales y de otro tipo del cliente.
Establecer y mantener un alto nivel de responsabilidad en las llamadas: resolver, gestionar y gestionar todas las llamadas hasta su conclusión satisfactoria en el sistema de gestión de llamadas de Clinisys, garantizando que las partes pertinentes (incluido el cliente o la persona que llama) estén informadas del progreso de la llamada.
Ser el único punto de contacto para el cliente.
Establecer una relación de trabajo de calidad con los usuarios finales y resolver sus problemas de forma oportuna mediante el uso y desarrollo de habilidades de diagnóstico, análisis, resolución de problemas, disciplinas específicas y técnicas para alcanzar los Niveles de Servicio.
Comprender y aplicar el procedimiento de escalamiento dentro de los límites de tiempo, conocimiento y nivel de soporte contratados.
Ser un modelo a seguir por: la obtención de resultados; el entusiasmo y el dis
