📍 Job Overview

Job Title: Technical Support Engineer (m/f/d)
Company: Dedalus
Location: Sarajevo, Bosnia and Herzegovina
Job Type: Full-Time
Category: Technical Support, Server Administration, DevOps
Date Posted: July 10, 2025
Experience Level: Mid-Senior level (5-10 years)
Remote Status: On-site

🚀 Role Summary

Maintain and support Dedalus' cloud-based medical imaging solution, ensuring maximum uptime and performance.
Collaborate with regional teams, CloudOps, and engineering to drive continuous improvement and seamless support experience.
Troubleshoot complex technical issues, monitor cloud environments, and participate in a 24/7 duty rotation schedule.

📝 Enhancement Note: This role requires a strong technical background in cloud infrastructures, system diagnostics, and performance profiling, with a focus on maintaining and supporting critical healthcare systems.

💻 Primary Responsibilities

Investigate and Resolve Technical Issues: Diagnose and resolve complex technical problems as part of 3rd-level support.
Cloud Environment Monitoring: Proactively monitor cloud environments to ensure system uptime and performance.
Duty Rotation Schedule: Participate in a 24/7 duty rotation schedule to uphold maximum availability.
Collaboration and Continuous Improvement: Work closely with regional teams, CloudOps, and engineering to drive continuous improvement and enhance support experience.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work effectively in a collaborative environment to ensure optimal system performance and minimal downtime.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related discipline.

Experience: At least 5 years in 3rd-level software support or technical escalation roles, preferably in healthcare or medical imaging.

Required Skills:

Deep expertise in system diagnostics, log analysis, and performance profiling.
Strong understanding of cloud infrastructures (AWS, Azure) and on-premise deployments.
Good understanding of Windows Server operating systems, virtualization solutions, and computer networks.
Experience using relational databases (e.g., Microsoft SQL Server, PostgreSQL).
Excellent technical writing skills for documentation and knowledge base development.
Fluent English (written & spoken); additional language skills are a plus.

Preferred Skills:

Scripting skills (e.g., PowerShell, Python, JavaScript) for automation of diagnostic tasks and supporting integration workflows.
Understanding of DICOM, HL7, and other healthcare interoperability standards.
Prior experience with ticketing systems (ServiceNow, Jira) and monitoring tools (Zabbix, Grafana, Nagios, etc.).

📊 Web Portfolio & Project Requirements

Technical Support Portfolio: Demonstrate your ability to troubleshoot complex technical issues, including case studies showcasing your problem-solving skills and the resolution of critical system problems.
Cloud Monitoring Portfolio: Highlight your experience in cloud environment monitoring, including examples of proactive measures taken to ensure system uptime and performance.
Collaboration Portfolio: Showcase your ability to work effectively in a collaborative environment, including examples of successful team projects and continuous improvement initiatives.

📝 Enhancement Note: While a traditional web portfolio may not be required for this role, candidates should be prepared to demonstrate their technical skills and problem-solving abilities through relevant case studies and examples.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €35,000 and €50,000 per year, based on market research for similar roles in Sarajevo, Bosnia and Herzegovina. This range takes into account the mid-senior level experience required for the position and the regional cost of living.

Benefits:

Competitive benefits package, including health insurance and retirement plans.
Opportunities for professional development and career growth within the company.
A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion.

Working Hours: The standard workweek is 40 hours, with flexible scheduling to accommodate the 24/7 duty rotation schedule.

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and may vary depending on the candidate's experience and qualifications. The company offers a comprehensive benefits package to attract and retain top talent in the technical support field.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare technology, with a focus on medical imaging and cloud-based solutions.

Company Size: Medium to large-sized company with over 7,600 employees in more than 40 countries.

Founded: 2008 (as a merger of several healthcare IT companies)

Team Structure:

The technical support team consists of multiple levels, with this role focusing on 3rd-level support.
The team works closely with regional teams, CloudOps, and engineering to ensure maximum system uptime and performance.
The company fosters a culture of collaboration, innovation, and continuous improvement.

Development Methodology:

Agile methodologies are used to drive continuous improvement and enhance the support experience.
Regular team meetings and stand-ups are held to discuss progress, address challenges, and plan next steps.
The company encourages a culture of learning and development, with opportunities for professional growth and skill-building.

Company Website: https://www.dedalus.com/

📝 Enhancement Note: Dedalus is committed to providing an engaging and rewarding work experience that reflects the passion its employees bring to its mission of helping clinicians and nurses deliver better care to their served communities.

📈 Career & Growth Analysis

Technical Support Career Level: This role is at the mid-senior level, requiring a strong technical background in cloud infrastructures, system diagnostics, and performance profiling. The ideal candidate will have at least 5 years of experience in 3rd-level software support or technical escalation roles.

Reporting Structure: The Technical Support Engineer reports directly to the Technical Support Manager and works closely with regional teams, CloudOps, and engineering.

Technical Impact: The Technical Support Engineer plays a critical role in maintaining and supporting Dedalus' cloud-based medical imaging solution, ensuring maximum uptime and performance. The ideal candidate will have a strong understanding of cloud infrastructures, system diagnostics, and performance profiling, with a focus on driving continuous improvement and enhancing the support experience.

Growth Opportunities:

Technical Leadership: With experience and strong performance, candidates may have the opportunity to move into technical leadership roles, such as Technical Support Team Lead or Technical Support Manager.
Specialization: Candidates may also have the opportunity to specialize in specific areas, such as cloud infrastructure, system diagnostics, or performance profiling, and become subject matter experts in their respective fields.
Career Progression: Dedalus offers a clear career progression path, with opportunities for professional development and growth within the company.

📝 Enhancement Note: Dedalus is committed to providing opportunities for professional development and career growth, with a focus on helping employees reach their full potential in the technical support field.

🌐 Work Environment

Office Type: Dedalus' Sarajevo office is a modern, collaborative workspace designed to foster innovation and creativity.

Office Location(s): Sarajevo, Bosnia and Herzegovina

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, encouraging collaboration and communication among team members.
Technical Infrastructure: Employees have access to state-of-the-art technology, including high-performance workstations, multiple monitors, and testing devices.
Cross-Functional Collaboration: The technical support team works closely with regional teams, CloudOps, and engineering, fostering a culture of cross-functional collaboration and knowledge sharing.

Work Schedule: The standard workweek is 40 hours, with flexible scheduling to accommodate the 24/7 duty rotation schedule. The company offers a flexible work arrangement, with the option to work from home occasionally.

📝 Enhancement Note: Dedalus is committed to providing a flexible and inclusive work environment that caters to the diverse needs of its employees, with a focus on work-life balance and employee well-being.

📄 Application & Technical Interview Process

Interview Process:

Online Application Review: The hiring team will review your application and portfolio to ensure your qualifications and experience align with the role's requirements.
Phone or Video Screen: A brief phone or video call to discuss your application, technical skills, and cultural fit.
Technical Assessment: A hands-on technical assessment, focusing on your problem-solving skills, system diagnostics, and performance profiling abilities. You may be asked to diagnose and resolve complex technical issues, as well as demonstrate your understanding of cloud infrastructures and monitoring tools.
Final Interview: A final interview with the hiring manager and/or other team members to discuss your application, career goals, and cultural fit.

Portfolio Review Tips:

Highlight your problem-solving skills and ability to troubleshoot complex technical issues.
Include case studies showcasing your experience in cloud environment monitoring and system uptime optimization.
Demonstrate your understanding of cloud infrastructures, system diagnostics, and performance profiling through relevant examples and projects.
Showcase your ability to work effectively in a collaborative environment, including examples of successful team projects and continuous improvement initiatives.

Technical Challenge Preparation:

Brush up on your system diagnostics, log analysis, and performance profiling skills.
Familiarize yourself with cloud infrastructures (AWS, Azure) and on-premise deployments.
Prepare for hands-on technical assessments, focusing on your ability to diagnose and resolve complex technical issues.

ATS Keywords: See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, in the "🛠 Technology Stack & Web Infrastructure" section below.

📝 Enhancement Note: Dedalus' interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit. The company is committed to providing a fair and transparent interview experience, with a focus on helping candidates succeed.

🛠 Technology Stack & Web Infrastructure

Cloud Infrastructure Technologies:

Amazon Web Services (AWS)
Microsoft Azure
On-premise deployments

Operating Systems:

Windows Server

Virtualization Solutions:

VMware
Hyper-V

Computer Networking:

TCP/IP
DNS
DHCP
VPN
Firewalls

Relational Databases:

Microsoft SQL Server
PostgreSQL

Monitoring Tools:

Zabbix
Grafana
Nagios

Ticketing Systems:

ServiceNow
Jira

Scripting Languages:

PowerShell
Python
JavaScript

Healthcare Interoperability Standards:

DICOM
HL7

📝 Enhancement Note: The technology stack for this role is focused on cloud infrastructures, system diagnostics, and performance profiling. Candidates should have a strong understanding of the technologies listed above and be prepared to demonstrate their expertise in the technical interview process.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Dedalus is committed to providing exceptional customer service, with a focus on resolving technical issues promptly and efficiently.
Continuous Improvement: The company encourages a culture of learning and development, with a focus on driving continuous improvement in technical support processes and systems.
Collaboration: Dedalus fosters a culture of collaboration, with a focus on working effectively with regional teams, CloudOps, and engineering to ensure maximum system uptime and performance.
Expertise: The company values technical expertise and encourages employees to specialize in specific areas, becoming subject matter experts in their respective fields.

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with regional teams, CloudOps, and engineering, fostering a culture of cross-functional integration and knowledge sharing.
Code Review Culture: Dedalus encourages a culture of code review and peer programming, with a focus on maintaining high-quality technical documentation and knowledge base articles.
Knowledge Sharing: The company fosters a culture of knowledge sharing, with regular team meetings, training sessions, and workshops designed to help employees develop their skills and advance their careers.

📝 Enhancement Note: Dedalus is committed to providing a collaborative and inclusive work environment that caters to the diverse needs of its employees, with a focus on fostering a culture of learning, development, and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Cloud Infrastructure Complexity: Navigating complex cloud environments, including AWS and Azure, to ensure maximum system uptime and performance.
System Diagnostics and Troubleshooting: Diagnosing and resolving complex technical issues, often under tight deadlines and high pressure.
Performance Profiling and Optimization: Identifying and addressing performance bottlenecks, with a focus on optimizing system performance and minimizing downtime.
Emerging Technologies: Staying up-to-date with emerging cloud technologies and healthcare interoperability standards, including DICOM and HL7.

Learning & Development Opportunities:

Technical Training: Dedalus offers regular technical training sessions and workshops, focusing on cloud infrastructure, system diagnostics, and performance profiling.
Conferences and Events: The company encourages employees to attend industry conferences and events, with a focus on staying up-to-date with the latest trends and best practices in technical support.
Mentorship and Coaching: Dedalus offers mentorship and coaching programs, with experienced team members providing guidance and support to help employees develop their skills and advance their careers.

📝 Enhancement Note: Dedalus is committed to providing opportunities for professional development and growth, with a focus on helping employees reach their full potential in the technical support field.

💡 Interview Preparation

Technical Questions:

Cloud Infrastructure: Questions focusing on your understanding of cloud infrastructures (AWS, Azure) and on-premise deployments, including system diagnostics, log analysis, and performance profiling.
System Diagnostics and Troubleshooting: Questions designed to assess your ability to diagnose and resolve complex technical issues, often under tight deadlines and high pressure.
Performance Profiling and Optimization: Questions focusing on your understanding of performance profiling and optimization techniques, with a focus on identifying and addressing performance bottlenecks.
Healthcare Interoperability Standards: Questions designed to assess your understanding of healthcare interoperability standards, including DICOM and HL7.

Company & Culture Questions:

Company Culture: Questions focusing on your understanding of Dedalus' company culture, values, and mission, with a focus on customer focus, continuous improvement, collaboration, and expertise.
Technical Support Methodologies: Questions designed to assess your understanding of technical support methodologies, including Agile, code review, and peer programming.
User Experience Impact: Questions focusing on your understanding of the impact of technical support on user experience, with a focus on driving continuous improvement and enhancing the support experience.

Portfolio Presentation Strategy:

Technical Support Portfolio: Highlight your problem-solving skills and ability to troubleshoot complex technical issues, including case studies showcasing your experience in cloud environment monitoring and system uptime optimization.
Cloud Infrastructure Portfolio: Demonstrate your understanding of cloud infrastructures (AWS, Azure) and on-premise deployments, including system diagnostics, log analysis, and performance profiling.
Collaboration Portfolio: Showcase your ability to work effectively in a collaborative environment, including examples of successful team projects and continuous improvement initiatives.

📝 Enhancement Note: Dedalus' interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit. The company is committed to providing a fair and transparent interview experience, with a focus on helping candidates succeed.

📌 Application Steps

To apply for this Technical Support Engineer (m/f/d) position at Dedalus:

Submit Your Application: Click the "Apply" button on the job listing page and follow the prompts to submit your application, including your resume, cover letter, and portfolio.
Prepare Your Portfolio: Tailor your portfolio to highlight your problem-solving skills, cloud environment monitoring experience, and technical support expertise. Include case studies and examples that demonstrate your ability to diagnose and resolve complex technical issues, as well as your understanding of cloud infrastructures, system diagnostics, and performance profiling.
Optimize Your Resume: Ensure your resume is tailored to the role, with a focus on your technical skills, experience, and qualifications. Include relevant keywords and phrases to help your resume pass through applicant tracking systems (ATS) and catch the hiring manager's attention.
Research the Company: Familiarize yourself with Dedalus' company culture, values, and mission. Prepare for interview questions that focus on your understanding of the company and its commitment to customer focus, continuous improvement, collaboration, and expertise.
Prepare for Technical Assessments: Brush up on your system diagnostics, log analysis, and performance profiling skills. Familiarize yourself with cloud infrastructures (AWS, Azure) and on-premise deployments. Prepare for hands-on technical assessments, focusing on your ability to diagnose and resolve complex technical issues.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support, server administration, and DevOps roles, with a focus on cloud infrastructures, system diagnostics, and performance profiling.
Include web development methodologies, responsive design principles, and server management practices where relevant.
Emphasize technical support portfolio requirements, live project demonstrations, and user experience considerations.
Address technical support team dynamics, cross-functional collaboration with regional teams, CloudOps, and engineering.
Focus on technical support career progression, emerging technology adoption, and technical specialization.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, system diagnostics, and performance profiling.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web development and server administration-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific cloud infrastructure technologies, server platforms, and infrastructure tools relevant to the role.
Address technical support career progression paths and technical leadership opportunities in technical support teams.
Provide tactical advice for technical support portfolio development, live demonstrations, and project case studies.
Include technical support-specific interview preparation and coding challenge guidance.
Emphasize cloud infrastructure, system diagnostics, and performance profiling in the context of technical support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and server administration industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize cloud infrastructure, system diagnostics, and performance profiling in the context of technical support roles.
Include specific technical support portfolio requirements tailored to the role level and technical support discipline.
Address browser compatibility, accessibility standards, and user experience design principles where relevant.
Focus on problem-solving methods, performance optimization, and scalable system architecture in the context of technical support roles.
Include technical presentation skills and stakeholder communication for technical support projects.

Avoid:

Generic business jargon not relevant to technical support or server administration roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, server administration, or user experience.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support candidates seeking their next opportunity and preparing for technical interviews in the technical support industry.

Technical Support Engineer (m/f/d)