Laboratory Software Support Engineer

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. All colleagues must help drive an AI-first sense of purpose and urgency.

Role Description

As a Laboratory Software Support Engineer, you will provide application and technical support for Clinisys software used in scientific and diagnostic laboratory environments. You will help laboratory customers resolve incidents, understand software behaviour and maintain the continuity of workflows that are important to their day-to-day operations.

You will take ownership of incidents from initial assessment through investigation, resolution or appropriate escalation. This requires more than general IT support capability: you will need to understand how laboratories operate, recognise the impact that software issues can have on laboratory processes and communicate effectively with laboratory users as well as technical specialists.

Working in French with customers and in English with international colleagues, you will collaborate with Support, Product and Engineering teams, maintain accurate case records and contribute to shared technical and product knowledge. You will also use approved AI-enabled tools responsibly to assist with research, incident summarisation, documentation and knowledge creation.

Responsibilities

• Receive and respond to customer incidents and service requests through the approved support channels and call-management system.

• Assess the operational impact and urgency of each incident, establish the appropriate priority and manage the case in line with contracted service levels.

• Take ownership of incidents through to a satisfactory conclusion, keeping customers and relevant internal teams informed of progress, risks, workarounds and resolution.

• Investigate application, configuration, workflow and technical issues using a structured diagnostic and problem-solving approach.

• Use an understanding of scientific and diagnostic laboratory processes to interpret customer issues, ask relevant questions and recognise the effect of incidents on laboratory operations.

• Provide clear and practical guidance to laboratory users, adapting communication for technical and non-technical audiences.

• Apply the defined escalation process and involve senior support colleagues, Product or Engineering teams when an incident exceeds the available time, knowledge or contracted level of support.

• Maintain complete and accurate case records, including investigation steps, customer communications, time spent, decisions, workarounds and final resolution.

• Develop and maintain knowledge of Clinisys products, SaaS environments, customer configurations, laboratory workflows and relevant industry developments.

• Create and update support documentation and knowledge-base content to improve consistency, customer service and speed of resolution.

• Contribute customer and support insight to product and internal-system improvements, including recurring-issue identification and feedback on laboratory workflows.

• Use approved generative and agentic AI tools to support research, troubleshooting, summarisation and documentation, applying critical judgement and complying with privacy, security, confidentiality and responsible-AI requirements.

• Participate in team meetings, agreed training and continuous professional development, and share knowledge with colleagues.

• Participate in service-desk shifts and the arrangements required to support the 24/7 service plan.

Knowledge, Skills & Abilities

• Strong customer-service skills and the ability to build credible working relationships with laboratory users and customer stakeholders.

• Good understanding of scientific or diagnostic laboratory processes and the role of software within laboratory operations.

• Strong analytical, diagnostic and problem