As an Application and Technical Support Engineer at Therapanacea, you will be at the heart of our customer relationships. Your core responsibility will be to handle customer support by providing timely and effective responses, guiding clients through installations, and ensuring comprehensive post-installation support for our clinical products.

Key Responsibilities

1. Customer Support:

   • Receive, analyze, and resolve customer technical requests to ensure satisfaction.

   • Act as a key player in incident resolution in collaboration with technical teams.

   • Maintain a proactive nurturing of clients to respond to their needs and enhance their user experience.

   • Manage software upgrades, gather customer feedback, and contribute to post-market surveillance activities.

2. Pre-sales Support

   • Participate in congresses, organize product demonstrations and trials to showcase the Therapanacea clinical product portfolio.

   • Be prepared to present the full range of our product features and benefits.

3. Installation and Training

   • Organize and conduct software installations, acceptance testing with customers, and training sessions.

   • Help Technical team in the installation process.

4. Therapanacea internal activities & Project Management:

   • Contribute to creating and updating customer-facing documentation, internal support processes, and marketing materials.

   • Coordinate patch releases: define patch scope, track progress with development teams, and oversee testing and deployment phases.

   • Due to your customer-facing role, you will play a crucial part in bug resolution and enhancement suggestions in close collaboration with the functional team.

You will be based in central Paris, in a vibrant and international setting, working closely with oncology medical teams, AI experts (statistical and deep learning, numerical optimization), and 3D medical image visualization specialists.

This position necessitates the ability to travel locally and internationally, up to 10% of the time.

Master in Science or Engineering Degree minimum, ideally in the field of IT and / or biomedical .

• Strong capabilities in analysis and organisation

• Excellent Oral and written presentation

• Customer and result orientation

• Easy team working

• Strong technical skills with the ability to address customer requests and resolve issues.

• Experience as technical support engineer (in IT) or other relevant position 

• Understanding of basic concepts of IT (networking, hardware, software applications) 

• Good diagnostic skills 

• Experience and /or training in medical environment strongly appreciated

Recruitment Process

The recruitment process will consist of several stages:

1. Initial Phone Interview – A preliminary phone interview with the team lead.

2. HR Interview – A follow-up interview with a member of the HR team.

3. Product Presentation – After receiving a detailed explanation of the product, the candidate will be asked to present it as part of the evaluation process in front of the Customer Support Team.