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

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 focused investigative detective. Supported by senior experts, you will dive into code and logs to untangle software issues , growing your expertise in both cutting-edge IT and medical compliance frameworks. 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 medical software complaints, safety issues, and product inquiries for software products (on premise, cloud, mobile, apps,...).
• Independently manage standard cases through their lifecycle, while partnering with senior colleagues to navigate complex or critical safety issues. 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 factor of software malfunctions. You can reference the Roche internal process confidently in discussions to justify decisions. You will consult with senior experts on technical and process-related aspects as needed
• You will be responsible for the timely communication of essential quality-related information and supporting initiatives to stakeholders in close collaboration with senior colleagues
• 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.
• 2+ years of work experience in the area of Software engineering or IT support related functions is desired
• Solid IT skills, especially the strong foundational ability to navigate and read source code in multiple languages, with an eagerness to learn complex system dependencies quickly
• 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.