Global Customer Support (GCS) - Molecular Labs Senior Specialist, Cape Town

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.

Die Position Roche Diagnostics is seeking a

Global Customer Support (GCS) - Molecular Labs Senior Specialist

to join our team in either Cape Town, South Africa or St Cugat, Spain.

As a

GCS Molecular Labs Senior Specialist

you will be the technical linchpin for a new era of diagnostic ecosystems. Your primary focus will be the global rollout and support of the Roche new sequencer

(AXELIOS)

platform and the

Avenio Connect

cloud‑integration suite. This role is designed for a high‑level IT professional who thrives at the intersection of high‑performance computing (HPC), advanced networking, and medical hardware. While you will provide

sustaining support for legacy NIPT (AcfS)

solutions, your core mission is to architect and troubleshoot the high‑speed data pathways that power the future of personalized medicine.

Key Responsibilities

1. High‑Performance Infrastructure (SBX/AXELIOS Focus)

Data Pipeline Optimization:

Support the IT and network architecture for the

Roche AXELIOS (SBX)

platform across the EMEA region.

Bottleneck Troubleshooting:

Optimize high‑speed data pathways from bandwidth management to compute clusters and storage nodes.

System Administration: Manage environment‑specific OS requirements, including

Roche Linux (RLX)

and Windows Server for the Unified Gateway.

2. Cloud&Digital Connectivity (Avenio Connect)

Connectivity Architecture:

Oversee

Avenio Connect

integrations, ensuring seamless instrument‑to‑Cloud and instrument‑to‑LIMS communication.

Security&Compliance:

Configure and manage

FortiGate 60F Firewalls , ensuring security certificates and firewall rules align with global medical data standards.

Remote Ecosystems:

Implement and support remote user interfaces and service access protocols (SSH, RDP, VNC).

3. Advanced Networking&Support

Topology Design:

Troubleshoot and optimize complex network topologies, including

VLANs, VPNs, and SD‑WAN , within high‑output clinical environments.

Escalation Leadership:

Serve as the Tier‑2/3 escalation point for regional field teams, performing deep‑dive analysis into packet loss, latency, and system crashes.

Legacy Maintenance (NIPT/AcfS):

Provide secondary sustaining support for the

AcfS (Ariosa cell‑free DNA System)

and associated partner hardware as it phases out over the coming years.

Who You Are as an Ideal Candidate

Qualifications&Experience

Minimum Requirements:

Education:

Bachelor’s or Master’s degree in Computer Science, Network Engineering, Electronic Engineering, or a related technical field.

Professional Experience:7+ years

in IT/Networking and Hardware support, ideally managing integrated systems in a regulated or clinical environment.

Networking Expertise:

Advanced proficiency in firewalls, routing/switching, and security protocols (CCNP level preferred).

Travel Flexibility:

Ability to travel up to 30% for site audits and installations. Travel flexibility to Schengen states is preferred.

Preferred Skills (Bioinformatics, Cloud&Documentation):

Knowledge Management:

Demonstrated experience in authoring high‑quality technical files (SOPs, site preparation guides, network diagrams) and delivering technical training to global field teams and customer IT departments.

Bioinformatics (BFX):

Familiarity with NGS pipelines, data storage (NAS/SAN), and genomic file formats like

FASTQ

and

VCF .

Hybrid Cloud:

Experience with

AWS or Google Cloud

hybrid deployments for diagnostic data.

Infrastructure Knowledge:

Understanding of high‑speed data requirements (10 Gbps RJ45 Cat6a) and storage protocols (NFS/SMB).

Soft Skills

Crisis Management:

Methodical and calm under pressure when high‑throughput laboratories face downtime.

Global Collaboration:

Comfortable working across time zones with R&D teams in the US and EMEA.

Mentorship:

Passion for leveling up junior staff through robust documentation and knowledge‑sharing.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Cape Town. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

Wer wir sind Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik‑Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungenzu liefern.

Gemeinsam können wir eine gesündere Zukunft gestalten.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.

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