{"id":2671715,"url":"https://alion.io/job/agfa-gevaert-senior-support-engineer","title":"Senior Support Engineer","company":{"id":54407,"name":"Agfa-Gevaert","domain":"agfa.com","url":"https://alion.io/company/agfa-gevaert","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waterloo, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":91000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":25},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Kubernetes","optional":false}],"status":"live","first_seen_at":"2026-10-16T04:16:44Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-17T10:43:22Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Senior Support Engineer | AGFA HealthCare Global Support Network\nAbout the role\nJoin our Global Support Network (GSN) and help ensure the reliability and availability of our healthcare IT solutions used by customers around the world.\nAs a Senior Support Engineer / Domain Expert, you will solve complex technical problems in business-critical customer environments, working closely with regional support teams, Cloud Operations, Professional Services, Product Management, Quality, and R&D. You will combine deep technical troubleshooting with strong customer engagement and take ownership of issues through resolution.\nBeyond resolving incidents, you will help us prevent them by identifying recurring problems, improving our monitoring and observability capabilities, sharing knowledge, and contributing to more proactive and predictive support.\nWhat you'll do\nSolve complex technical problems\nDiagnose and resolve complex incidents affecting enterprise healthcare IT solutions.\nTake end-to-end ownership of technical issues and drive them toward resolution.\nAnalyze logs, metrics, diagnostics, and system behavior to identify root causes.\nCoordinate technical activities across teams during critical customer situations.\nCommunicate findings, recommendations, and resolution plans clearly to customers and internal stakeholders.\nBe a technical expert\nBuild and maintain deep expertise in our products, technologies, and solution architectures.\nProvide advanced technical guidance to support teams around the world.\nWork across enterprise applications, operating systems, databases, networking, integrations, cloud, and containerized environments.\nCollaborate with R&D and other specialists on challenging technical issues and escalations.\nPrevent tomorrow's incidents\nIdentify recurring issues, technical trends, and systemic problems and contribute to root cause analysis and corrective actions.\nContribute to the continuous improvement of our monitoring and observability platform, helping us identify emerging issues proactively, prevent incidents, and improve the reliability of our customers' environments.\nTurn lessons learned into technical documentation and reusable knowledge.\nContribute ideas that improve product quality, support processes, automation, and operational efficiency.\nHelp the team and our services grow\nShare knowledge and mentor colleagues across our global support organization.\nContribute to the operational readiness of new releases, upgrades, and customer deployments.\nRepresent customer needs and operational experience when collaborating with Product Management, R&D, Quality, and other stakeholders.\nExplore opportunities to use automation and AI-assisted diagnostics to improve customer outcomes.\nWhat you bring\nWe are looking for someone with:\n3 to 5 years of experience in technical customer support, enterprise software support, healthcare IT, or a comparable technical role.\nStrong troubleshooting and analytical skills, ideally gained in business-critical or mission-critical environments.\nA good understanding of enterprise application architectures, networking, operating systems, databases, and system integrations.\nHands-on Kubernetes experience, including supporting and troubleshooting containerized applications and environments.\nHands-on AWS experience, with practical knowledge of cloud infrastructure, networking, monitoring, and operations.\nExperience analyzing logs, metrics, diagnostics, and other technical data to isolate complex problems.\nExperience working directly with customers and managing technical escalations.\nFamiliarity with ITSM and ITIL-based support processes.\nExperience with healthcare IT is an advantage, but not essential.\nWhat will help you succeed\nYou enjoy solving difficult technical problems and are comfortable when the answer is not immediately obvious. You combine technical curiosity with a strong customer focus and:\nTake ownership and follow problems through to resolution.\nCommunicate complex technical topics clearly.\nRemain effective in high-pressure customer situations.\nCollaborate well across teams, cultures, and geographies.\nEnjoy sharing knowledge and helping others succeed.\nBring a continuous learning and improvement mindset.\nFluent written and spoken English is required; additional languages are an advantage. A degree in Computer Science, Information Technology, Engineering, Healthcare Informatics, or a related discipline is preferred, although equivalent professional experience will also be considered.\nWorking in our Global Support Network Team\nOur GSN operates through a follow-the-sun support model, providing expert support to customers worldwide. The role therefore requires some flexibility in working hours and may include participation in on-call rotations, weekend coverage, and occasional after-hours support.\nWhy join us?\nThis is more than a traditional support role. You will combine deep technical troubleshooting, Kubernetes and cloud technologies, preventative monitoring solutions, customer engagement, and continuous improvement in an environment where reliability really matters.\nYou will help us solve today's most challenging customer problems while developing the capabilities to detect issues earlier, prevent incidents, and continuously improve the way we support our customers.","description_format":"text","description_chars":5305,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Printers & Scanners","Medical Imaging Systems","EHR & Clinical Software"],"lifecycle":[{"event":"open","at":"2026-10-16T04:16:44Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":14,"reasons":["conf:19","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/agfa-gevaert-senior-support-engineer","json_url":"https://alion.io/job/agfa-gevaert-senior-support-engineer.json","meta":{"generated_at":"2026-10-17T11:54:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15714,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54407},"rest":"https://alion.io/mcp/rest/get_company?id=54407"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fagfa-gevaert-senior-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fagfa-gevaert-senior-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fagfa-gevaert-senior-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/agfa-gevaert-senior-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fagfa-gevaert-senior-support-engineer"}]}