Complaint Handling Engineer – Medical Software In this role you will be involved in complaint handling concerning digital solutions quality and product performance of Hospital/Laboratory Information Systems (HIS/LIS), medical data networks, middleware solutions, data communication, and apps algorithms within a digital solutions chapter. You will read and understand source code to identify root causes of software malfunctions, learn about software requirements, bug‑fix processes, and code maintenance in an Agile environment.

The Position This is a hybrid work model with an average of two days in the office per week.

Opportunity

Accountable for the timely handling of individual cases (Inquiry, Complaint, Potential Reportable, and Safety issues) according to ISO Quality System requirements and regulations, and the needs of the Country Organizations, including creation, acceptance, classification, investigation, complete documentation, on‑site troubleshooting, and resolution of cases.

Resolve cases in the assigned area, potentially requiring consultation with more senior team members on technical or process‑related aspects.

Interface with affiliates and assume responsibility for timely communication of quality‑related information to the Country Organizations.

Analyze data using statistical measures to determine potential product performance issues.

Escalate cases that cannot be directly resolved to appropriate levels, initiate further investigation,



and communicate case‑derived information as appropriate.

Ensure cases are compliant and conform to established quality processes, standards, and regulations.

Qualifications

Degree in bioinformatics, computational biology, biomedical engineering, computer science, or an IT related field.

Strong communication skills in English (written and spoken).

Work experience in software‑related or bioinformatics and/or support‑related functions.

Experience reading source code.

Understanding of cloud computing platforms as well as experience managing on‑premise infrastructure (including servers and high‑performance computing clusters).

Ability to read and debug source code of different programming languages to understand the root cause of reported issues.

Desired Attributes

Looking for an opportunity to continue growing in your career while mixing both the technical and medical fields.

Quick technology learner.

Team player who truly believes that together we can go further.

Not afraid to fail and learn.

Comfortable with uncertainty.

Looking for a purpose where your work will have a real impact on patient lives.

Passionate and naturally curious.

Looking to solve real‑world problems and help people.

Compensation & Benefits Information about the compensation package for this position will be provided ahead of any interview.

Roche is an Equal Opportunity Employer.

📌 Complaint Handling Engineer - Medical Software (Madrid)
🏢 Roche
📍 Madrid