Jr Support Engineer (f/m/x)

About Us
We are in an exciting phase of rapid growth at deepc. As we continue to grow, we have identified the need to find a Jr Support Engineer to help establish, operate, and scale our global Support function.
Reporting to the Head of Professional Services, this role is primarily responsible for providing reliable technical support to our customers, taking ownership of support cases from initial response through resolution, and building the systems, processes, and frameworks required for Support to scale.
You will be responsible for delivering the best support experience to our customers and ensuring long-term customer satisfaction.
This role provides remote support, troubleshooting, and issue resolution in partnership with our customers. The role will be pivotal in establishing our support function with appropriate governance and administration frameworks to drive excellence in support.
A core part of the role is to identify opportunities for automation and build scalable Support systems. This includes improving ticket intake, collecting relevant technical context, routing and escalation, customer communication, reporting, knowledge management, and integrations between Support and internal systems. The role will work closely across functions, particularly with Project Management, Implementation, Customer Success, Product, and Engineering Specialist teams. You will ensure that customer issues are routed effectively, technical context is shared clearly, and ownership remains visible throughout the resolution process.
As a global role, there will be the responsibility for standard services practice as further regional entities are established.
By joining our exciting, agile, and fast-growing organization – you will be given the autonomy and rare opportunity to truly make your mark on the evolution of our global Support organization and help us establish ourselves globally with a strong client base. In doing so, you will play a vital role in helping us achieve our goal of scaling globally.
Due to our expanding customer base in the United States, flexibility around working location and hours is important. The preferred candidate should be open to one or both of the following:
Working a shifted schedule during defined periods to provide US East Coast coverage, typically 09:00 to 17:00 Eastern Time, corresponding approximately to 15:00 to 23:00 in Munich
Spending a limited period of approximately three to six months working from the US, with appropriate financial and logistical support provided by deepc.
Your Challenge
Monitor and support deepc solutions used by customers globally, providing remote troubleshooting and issue resolution using technical documentation, knowledge bases of past or known issues, and collaboration with the wider deepc team.
Own Support cases from initial response through resolution, including clear customer communication regarding timelines, next steps, resolution paths, and available workarounds.
Build and continuously improve the global Support framework together with the Head of Professional Services and company stakeholders like Project Management, Implementation, Customer Success, Product, and Engineering
Work closely with Project Management and Customer Success to ensure a clear transition from implementation into ongoing Support, including complete documentation, customer context, responsibilities, and outstanding issues.
Build and maintain scalable Support tooling, automation, integrations, dashboards, knowledge bases, and self-service capabilities.
Collaborate across functions to ensure Support issues are prioritised appropriately and that handovers, escalations, and decisions are clearly documented.
Manage escalation to higher support levels when required by taking ownership of technical issues and working with the product development team to resolve product defects or complex technical issues.
Create and maintain Support documentation by documenting system procedures, troubleshooting, problem resolution steps, and root cause analyses
Be a local issue escalation point to ensure issues are addressed against service level agreement targets or other service metrics.
Monitor system performance metrics and report on these to customers.
Help define, measure, and report key Support metrics, particularly time to response and time to resolution, as well as relevant system-performance metrics.
Identify recurring issues, bottlenecks, and product gaps, and work with the relevant teams to implement lasting improvements
Maintain test lab environment for staff training, issue replication, upgrade/update testing
Operate within deepc’s quality management framework, policies, and procedures and ensures transparency and accountability of all support activity including complaint and problem escalation within the bounds of our QMS processes.
Your Profile
Bachelor Degree in Computer Science, Information Technology, a related technical discipline, or equivalent industry experience
Preferred knowledge in medical imaging informatics or first experience supporting complex healthcare, SaaS, or enterprise software
Ability to manage multiple concurrent tasks/activities while meeting customer expectations
Strong communication and interpersonal skills, with the ability to explain technical issues, progress, risks, and next steps clearly to customers and internal stakeholders
Strong analytical and organisational skills, with the ability to investigate complex issues, identify root causes, manage priorities, and develop structured solutions
Ability to work effectively across functions, particularly with Project Management, Customer Success, Product, and Engineering teams
Experience working in a structured or regulated environment is advantageous
An interest in automation and in building scalable Support tooling, integrations, documentation, and repeatable processes
A structured approach to documentation, transparency, and continuous improvement
Flexibility to work shifted hours aligned with US East Coast business hours during defined periods, or to spend approximately three to six months working from the United States with company financial and logistical support
Able to work remotely and independently with minimal direction
You enjoy a dynamic, inspiring, and diverse environment
Fluency in the English language, any other European language is a plus.
*This role requires skills in software engineering.
**Only candidates based in Germany will be considered.
You should be highly proactive, technically curious, and detail-oriented, with a strong customer focus and an interest in building Support capabilities from the ground up.
If you’re passionate and eager to learn, we’d like to meet you!
Work & Benefits
Strong teams make strong companies. Empowering our team to be the best they can be is what we strive for at deepc. Members of our team enjoy all the benefits of working in a flexible, diverse and forward-thinking company.
Equity participation
Performance-based growth opportunities
Tailored Onboarding & Buddy Program
Flexibility - Time Off & Hybrid Working
Internal Social Events (e.g., cooking, game nights, sports)
Company Team Weeks
Central Office Location in Munich and London
Professional AI Development Budget
About Us
We are on a mission to improve healthcare. Reliable, safer, and better. Caring for the people around us, we are creating something truly new. A new bond between human and machine. For mutual and lifelong learning. To be better, together. The future becomes today. Radiology is just the beginning.
deepc is a multi-awarded MedTech company from Munich (Germany) with the vision to bring healthcare into a data-driven and AI-augmented 21st century. Therefore, we are building a next-generation Diagnostics OS to facilitate the fast deployment of medical AI technology into clinical workflows in medical disciplines. Our AI-driven SaaS solution was launched with great success in March 2021.
deepc assists medical departments in hospitals and practices in streamlining their reporting workflows, supporting to maintain high diagnostic quality even in stressful work environments. Our solutions enable unforeseen efficiency gains and higher patient safety.

Work arrangement
Yes