Support & Training Specialist for Laboratory IT en Roche

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

Support & Training Specialist for Laboratory IT - Global Customer Support

Location: Sant Cugat Del Vallès, Barcelona, Spain

Join our diverse and global Customer Support team, where your expertise will directly impact the seamless operation of cutting-edge digital products in healthcare. In this versatile position, you will act as a pivotal link between our global affiliates and internal departments, ensuring our digital solutions meet the highest standards of technical excellence. If you are passionate about applying your IT knowledge to solve complex technical challenges and elevate global service capabilities, this is your unique opportunity.

The Opportunity

As a 2nd Level Product Specialist for Roche Information Solutions (RIS) solutions, you will use your high expertise and leadership skills to maintain smooth operations and drive knowledge transfer.

• Provide Expert Support: Offer 2nd level technical and application remote support (and on-site if required) to global affiliates, minimizing system downtime through fast workarounds and solutions.

• Drive Knowledge Transfer: Contribute to the transfer of essential product knowledge from R&D to trainers, service representatives, marketing managers, customers and the Case Monitoring and Resolution Unit (CMRU).

• Develop Training Content: Create, review, and maintain comprehensive training content and documentation for job-oriented and specialized systems.

• Maintain the Knowledge Pool: Be responsible for the maintenance and updating of product-specific knowledge pools, ensuring the structure and information are correct and relevant.

• Optimize Processes: Permanently optimize service and support concepts, documentation, and processes to increase quality and efficiency standards.

• Support Field Teams: Provide remote and, occasionally, on-site technical support for complex repairs, modifications, and first installations globally.

• Contribute to Product Lifecycle: Actively support Product Pilots and First Customer Monitoring activities.

• Write and Review Documentation: Evaluate needs, write, publish, and maintain critical Service Notifications and review Operator Manuals.

Who You Are

We are looking for you to bring a strong blend of technical expertise, customer focus, and a collaborative spirit to our team.

• Required Qualifications: Bachelor’s degree in IT, Computer Science, Management Information Systems, or a Medical-technical background combined with strong IT knowledge.

• Support & Training Experience: Proven background in the support and training of software products.

• Communication & Collaboration: Strong interpersonal skills, effective teamwork and collaboration, and a customer-focused approach.

• Language Skills: Fluency in English (oral and written) is mandatory; Spanish is an advantage.

• Intercultural Competency: Strong intercultural competencies and excellent communication skills with the ability to explain complex technical concepts in an understandable manner.

• Agile Mindset: You enjoy working in global matrix structures and self-managed teams.

Additional Assets to Differentiate Your Profile:

• Experience in supporting Instrument SW and/or IT products, databases (like SQL), and tools.

• Familiarity with communication protocols (like HL7, ASTM) and file formats (like JSON).

• Experience with cloud environments (AWS, Azure, or Google Cloud) and Monitoring/Logging tools (like Grafana, Splunk). 

Ready to make an impact? Apply now! Applications close by October 8, 2025.

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.