Technical Support Engineer (m/f/d) at Dedalus

📍 Job Overview

Job Title: Technical Support Engineer (m/f/d)
Company: Dedalus
Location: City of Sarajevo, Federation of Bosnia and Herzegovina, Bosnia and Herzegovina
Job Type: On-site, Full-time
Category: DevOps Engineer, System Administrator
Date Posted: July 23, 2025
Experience Level: Mid-Senior level (5-10 years)
Remote Status: On-site

🚀 Role Summary

Maintain the reliability and performance of Dedalus' cloud-based medical imaging solution
Investigate and resolve complex technical issues as part of 3rd-level support
Proactively monitor cloud environments to ensure system uptime
Collaborate with regional teams, CloudOps, and engineering to drive continuous improvement
Participate in a 24/7 duty-rotation schedule to uphold maximum availability

📝 Enhancement Note: This role requires a strong technical background in cloud environments, system diagnostics, and relational databases, with a focus on maintaining and improving the performance of a critical healthcare system.

💻 Primary Responsibilities

Technical Troubleshooting: Investigate and resolve complex technical issues, collaborating with regional teams and engineering to ensure seamless support experiences.
Cloud Environment Monitoring: Proactively monitor cloud environments to ensure system uptime and maintain maximum availability.
24/7 Duty Rotation: Participate in a 24/7 duty-rotation schedule to provide continuous support and maintenance.
Continuous Improvement: Collaborate with regional teams, CloudOps, and engineering to drive continuous improvement in support processes and platform performance.
Documentation and Knowledge Base Development: Maintain and update technical documentation and knowledge base to ensure accurate and up-to-date information is available for the team.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work effectively in a collaborative environment to ensure the smooth operation of a critical healthcare system.

🎓 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, with a focus on healthcare or medical imaging preferred.

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.)

📝 Enhancement Note: This role requires a strong technical skill set, with a focus on system diagnostics, cloud environments, and relational databases. While a Bachelor's degree is required, relevant experience and certifications may be considered in lieu of formal education.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in 3rd-level software support or technical escalation roles, with a focus on healthcare or medical imaging preferred
Showcase strong technical writing skills through well-documented projects and case studies
Highlight problem-solving skills and the ability to resolve complex technical issues

Technical Documentation:

Provide examples of technical documentation and knowledge base articles created to support a team or organization
Demonstrate the ability to create clear, concise, and accurate technical documentation

📝 Enhancement Note: While a portfolio is not explicitly required for this role, demonstrating relevant experience and technical skills through case studies, examples of technical documentation, and problem-solving scenarios can strengthen an application.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between 25,000 BAM (Bosnia and Herzegovina Convertible Mark) and 35,000 BAM per year, based on industry standards for a mid-senior level DevOps Engineer or System Administrator in Bosnia and Herzegovina.

Benefits:

Competitive salary and benefits package
Opportunity to work for a global leader in healthcare technology
Collaborative and inclusive work environment
Opportunities for professional growth and development

Working Hours: Full-time position with a 24/7 duty-rotation schedule to ensure maximum system availability.

📝 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. Benefits and working hours may also vary depending on the company's policies and the candidate's individual circumstances.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology

Company Size: Large (7,600+ employees)

Founded: 1990

Team Structure:

Global Support team, with regional teams and 24/7 coverage
Collaboration with CloudOps, engineering, and other internal teams to drive continuous improvement
Flat hierarchy with a focus on cross-functional collaboration and knowledge sharing

Development Methodology:

Agile/Scrum methodologies for software development and support processes
Continuous integration and continuous deployment (CI/CD) pipelines for automated testing and deployment
Regular team meetings and stand-ups to ensure effective communication and collaboration

Company Website: Dedalus Global

📝 Enhancement Note: Dedalus is a global leader in healthcare technology, with a strong focus on collaboration, innovation, and continuous improvement. The company's large size and global presence offer opportunities for professional growth and development in a dynamic and inclusive work environment.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior level (5-10 years) DevOps Engineer or System Administrator role, with a focus on maintaining and improving the performance of a critical healthcare system.

Reporting Structure: Reports directly to the Global Support Manager, with a dotted-line reporting structure to regional team leads and other internal teams as needed.

Technical Impact: Responsible for maintaining the reliability and performance of Dedalus' cloud-based medical imaging solution, ensuring maximum system availability and a seamless user experience for healthcare providers and patients.

Growth Opportunities:

Opportunities for professional development and career advancement within the Global Support team or other internal teams
Potential to take on more complex technical challenges and leadership roles as experience and expertise grow
Exposure to a wide range of technologies and healthcare systems, fostering continuous learning and skill development

📝 Enhancement Note: This role offers significant opportunities for professional growth and development within a large, global organization. With a focus on collaboration, innovation, and continuous improvement, Dedalus provides a dynamic and inclusive work environment that supports the advancement of technical skills and career progression.

🌐 Work Environment

Office Type: Modern, collaborative office space with dedicated workstations and shared team areas

Office Location(s): Sarajevo, Bosnia and Herzegovina, with remote work options available for some positions

Workspace Context:

Modern, well-equipped workspaces with multiple monitors and testing devices available
Collaborative work environment with regular team meetings and stand-ups to ensure effective communication and knowledge sharing
Access to dedicated training and development resources to support professional growth and skill development

Work Schedule: Full-time position with a 24/7 duty-rotation schedule to ensure maximum system availability, with flexible working hours and deployment windows as needed.

📝 Enhancement Note: Dedalus offers a modern, collaborative work environment with a focus on professional growth and development. With flexible working hours and remote work options available, the company provides a supportive and inclusive workspace that caters to the diverse needs of its global team.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, cultural fit, and basic technical competencies.
Technical Assessment: A hands-on technical assessment, focusing on system diagnostics, log analysis, and performance profiling, as well as cloud infrastructure and relational database management.
Final Interview: A final interview with the Global Support Manager and other key stakeholders to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

Highlight relevant experience in 3rd-level software support or technical escalation roles, with a focus on healthcare or medical imaging
Showcase strong technical writing skills through well-documented projects and case studies
Demonstrate problem-solving skills and the ability to resolve complex technical issues

Technical Challenge Preparation:

Brush up on system diagnostics, log analysis, and performance profiling techniques
Familiarize yourself with cloud infrastructure and relational database management concepts
Prepare for hands-on technical assessments and be ready to discuss your approach to problem-solving and troubleshooting

ATS Keywords: See the comprehensive list of relevant keywords below, organized by category.

📝 Enhancement Note: The interview process for this role is designed to assess technical skills, problem-solving abilities, and cultural fit. By preparing for hands-on technical assessments and brushing up on relevant skills, candidates can demonstrate their qualifications and increase their chances of success.

🛠 Technology Stack & Web Infrastructure

Cloud Infrastructure:

Amazon Web Services (AWS)
Microsoft Azure

Server Technologies:

Windows Server
Virtualization solutions (e.g., VMware, Hyper-V)
Computer networks and network protocols

Relational Databases:

Microsoft SQL Server
PostgreSQL

Monitoring Tools:

Zabbix
Grafana
Nagios

Ticketing Systems:

ServiceNow
Jira

📝 Enhancement Note: This role requires a strong understanding of cloud infrastructure, server technologies, and relational databases, with a focus on maintaining and improving the performance of a critical healthcare system. Familiarity with the listed technologies and tools is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize the needs of healthcare providers and patients, ensuring maximum system availability and a seamless user experience
Collaboration: Work effectively with regional teams, CloudOps, and engineering to drive continuous improvement and ensure seamless support experiences
Innovation: Embrace new technologies and approaches to maintain and improve the performance of Dedalus' cloud-based medical imaging solution
Quality: Maintain high standards for technical documentation and knowledge base development, ensuring accurate and up-to-date information is available for the team

Collaboration Style:

Cross-Functional Integration: Work closely with regional teams, CloudOps, and engineering to ensure effective communication and knowledge sharing
Code Review Culture: Collaborate with team members to review and improve technical documentation and knowledge base articles
Knowledge Sharing: Regularly share technical insights, best practices, and lessons learned with the team to support professional growth and skill development

📝 Enhancement Note: Dedalus fosters a collaborative and inclusive work environment, with a strong focus on customer focus, innovation, and quality. By working effectively with regional teams, CloudOps, and engineering, team members can drive continuous improvement and ensure seamless support experiences for healthcare providers and patients.

⚡ Challenges & Growth Opportunities

Technical Challenges:

System Diagnostics: Develop and refine system diagnostics techniques to quickly identify and resolve complex technical issues
Cloud Environment Monitoring: Proactively monitor cloud environments to ensure system uptime and maintain maximum availability
Performance Optimization: Continuously optimize the performance of Dedalus' cloud-based medical imaging solution to meet the demands of healthcare providers and patients
Emerging Technologies: Stay up-to-date with emerging cloud technologies and approaches, and integrate them into Dedalus' infrastructure as needed

Learning & Development Opportunities:

Technical Training: Access dedicated training and development resources to support professional growth and skill development
Conferences and Events: Attend industry conferences and events to network with peers and learn about emerging technologies and best practices
Mentorship and Coaching: Seek out mentorship and coaching opportunities from experienced team members and leaders to support career advancement

📝 Enhancement Note: This role presents significant technical challenges and growth opportunities, with a focus on maintaining and improving the performance of a critical healthcare system. By embracing emerging technologies, continuous learning, and collaboration, team members can drive continuous improvement and ensure seamless support experiences for healthcare providers and patients.

💡 Interview Preparation

Technical Questions:

System Diagnostics: Describe your approach to system diagnostics, log analysis, and performance profiling, and provide examples of successful troubleshooting scenarios
Cloud Infrastructure: Explain your understanding of cloud infrastructure, and discuss your experience with AWS and Azure
Relational Databases: Demonstrate your knowledge of relational databases, and discuss your experience with Microsoft SQL Server and PostgreSQL
Problem-Solving: Present a structured approach to problem-solving, and provide examples of complex technical issues you have resolved in the past

Company & Culture Questions:

Company Culture: Discuss your understanding of Dedalus' company culture, and explain how you would contribute to a collaborative and inclusive work environment
Team Dynamics: Describe your experience working in a global team, and discuss how you would collaborate effectively with regional teams, CloudOps, and engineering
Career Growth: Explain your long-term career goals, and discuss how this role would support your professional development and growth

Portfolio Presentation Strategy:

Technical Documentation: Highlight well-documented projects and case studies that demonstrate your strong technical writing skills
Problem-Solving Scenarios: Present structured approaches to complex technical issues, and discuss your ability to resolve them effectively
Cloud Infrastructure Examples: Showcase your experience with cloud infrastructure, and discuss your approach to maintaining and improving system performance

📝 Enhancement Note: The interview process for this role is designed to assess technical skills, problem-solving abilities, and cultural fit. By preparing for technical questions, company and culture questions, and portfolio presentation strategies, candidates can demonstrate their qualifications and increase their chances of success.

📌 Application Steps

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

Review the Job Description: Thoroughly read and understand the job description, highlighting relevant skills, experiences, and qualifications.
Tailor Your Resume: Customize your resume to emphasize the skills and experiences most relevant to this role, using the provided ATS keywords to optimize your application.
Prepare Your Portfolio: Ensure your portfolio showcases relevant experience in 3rd-level software support or technical escalation roles, with a focus on healthcare or medical imaging. Highlight strong technical writing skills and problem-solving abilities through well-documented projects and case studies.
Research the Company: Familiarize yourself with Dedalus' company culture, mission, and values. Prepare for company and culture questions, and discuss how your qualifications and experiences align with the role and the organization.
Practice Technical Interview Scenarios: Brush up on system diagnostics, log analysis, and performance profiling techniques. Prepare for hands-on technical assessments and be ready to discuss your approach to problem-solving and troubleshooting.

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

Technical Support Engineer (m/f/d)