Customer Service Engineer
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
Customer Success Engineer - Digital Health & AI Solutions (APAC)
As a Customer Success Engineer, you will drive the adoption, integration, and regional expansion of our digital healthcare platforms and AI medical algorithms. Operating from our APAC headquarters, this hybrid role blends pre-sales technical consulting, infrastructure design, project management, and hands-on customer onboarding including customer training.
To succeed as a Customer Success Engineer, you must possess a unique combination of technical expertise and strong consultative skills. You will serve as the primary technical bridge between hospital IT teams, clinical end-users, and internal R&D to design scalable deployment architectures and turn complex AI models into secure, reliable clinical workflows. This role is product-agnostic: you are expected to rapidly master new solutions as the portfolio evolves and to apply your healthcare IT, integration, and customer-success expertise across multiple products over time.
The Opportunity:
Partner with commercial teams to evaluate hospital IT environments, design technical architecture blueprints (cloud, hybrid, or on-premises), and lead proof-of-concept (PoC) validation for AI algorithms.
Handle the onboarding of new customer sites by working with respective product management teams, external integration partners, the internal software engineering group, and the clinical and technical teams at the customer sites.
Conduct product technical training for APAC countries to enable and empower them to scale digital solutions selling and implementations in their respective countries.
Develop and maintain technical reference documents, and deliver enablement tools and frameworks to improve product implementation and demonstration abilities to countries' implementation teams.
Work collaboratively with the Global Product Lifecycle, Marketing, Service Delivery and Engineering team during the development, launch, and implementation and continue providing feedback to refine the products and processes.
Communicate effectively with engineers and key stakeholders internally and externally. Should be comfortable filing bugs, monitoring system metrics, acting as an escalation point and working with engineering to articulate problem scenarios for infrastructure and system integration issues.
Manage technical project plans, milestones, risks and dependencies across multiple concurrent customer implementations and provide regular status updates to the project steering committee and customer stakeholders.
Perform construction administration duties (e.g. RFI’s, RFP’s, change orders, etc.).
Rapidly build expertise in emerging AI technologies, wearable IOT devices, local healthcare workflows, enterprise infrastructure trends, and evolving APAC data privacy regulations.
Travel: Occasional travel (up to 40%) to APAC customers or Roche sites to support business needs.
Qualifications & Requirements
Education
Diploma or Bachelor’s degree in Healthcare Science, Biomedical Engineering, Health Informatics, Computer Science, Cybersecurity, or a related field
Experience
4+ years of experience in customer-facing technical role
Open to fresh graduates and diploma holders. Prior internship or entry-level experience in healthcare IT, AI, AWS cloud , solutions engineering, or systems design is a plus.
Digital Pathology, and Digital Medical Algorithm
Technical & Domain Knowledge
Basic understanding of infrastructure design concepts (network topology, server architecture, cloud platforms like Alicloud/AWS/Azure/GCP/Naver cloud) and foundational cybersecurity (encryption, IAM, firewalls)
Experience in healthcare integration/interoperable data exchange standards like HL7, FHIR, and DICOM and experience integrating with LIS/EMR
Experience in Windows, and Linux (UNIX) operating systems configurations, batch scripts, networking, and scheduling.
Proficiency in programming with at least one language, such as Python, Java, JavaScript, XML, JSON, or API scripting.
Familiarity with AI server architecture and how these impact deployment of AI models in hospital environments (on-prem, hybrid, cloud).
Core Skills
Strong organizational skills to manage multiple client deployments simultaneously.
Excellent communication skills to bridge discussions between clinical teams, IT infrastructure managers, and internal developers.
Excellent writing and communication skills in English. Additional Asian language expertise is a plus.
Strong troubleshooting and problem-solving skills in complex environments.
Proven ability to manage escalations, defusing emotions and delivering difficult messages sensitively.
Mindset & Mobility
Possess high emotional intelligence
Looking for individuals who are innovative, demonstrate initiative, and capable of functioning independently toward clear business objectives with limited direct guidance.
High learning agility, self-starter attitude, and willingness to travel regionally across APAC for site surveys, architectural workshops, and deployments.
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.