Technical Support & Integration Engineer, Digital Pathology

Xyall is looking for an experienced Technical Support & Integration Engineer to provide technical support to our customers across the United States.

Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below.

You will be the primary technical point of contact for our US installed base, investigating and resolving issues across Xyall's devices, software and customer IT environments. This can range from Windows and network connectivity to system configuration, integrations, logs and device-related issues.

Most problems will be diagnosed and resolved remotely, giving you significant ownership of the troubleshooting process from initial investigation through resolution. When remote support isn't enough, you'll occasionally travel to customer sites for hands-on troubleshooting.

You will work closely with our Integration, R&D, Customer Service and Quality teams in the Netherlands. As our US customer base grows, the role may also expand into supporting new system installations and integrations.

Tasks & responsibilities

Troubleshoot & Resolve Customer Issues

• Take ownership of technical customer issues from initial investigation through resolution.
• Diagnose issues across software, Windows, network connectivity, system configuration, integrations and device components.
• Analyze system logs and diagnostic information to identify root causes and determine solutions.
• Troubleshoot communication between Xyall systems and customer IT environments, including LIS and image management systems.
• Determine when an issue can be resolved remotely and when on-site intervention or escalation is required.
• Keep customers informed throughout the troubleshooting process and ensure clear follow-up.

Support Customer IT & System Integrations

• Work directly with customer IT teams on connectivity, security, configuration and integration issues.
• Troubleshoot interfaces between Xyall solutions and laboratory and hospital IT systems.
• Work with APIs, interface engines and remote service tools used within customer environments.
• Support system configuration, software updates and other technical activities required to maintain reliable system performance.

Investigate, Escalate & Improve

• Independently investigate complex technical issues and perform root-cause analysis.
• Collaborate with Integration, R&D, Customer Service and Quality colleagues in the Netherlands when additional expertise is needed.
• Provide structured technical information when escalating issues while maintaining ownership of customer communication.
• Identify recurring issues and contribute to improvements in system reliability, supportability and remote diagnostics.
• Maintain clear technical documentation of customer issues, configurations and resolutions.
• Work in accordance with Xyall's quality processes and applicable regulatory requirements.

Provide On-Site Support When Needed

• Travel to customer sites when issues cannot be resolved remotely.
• Perform on-site troubleshooting, system configuration, upgrades and other technical support activities.
• As Xyall's US customer base grows, support new customer installations and integrations.
• Travel approximately 10–20% within the US.

Requirements

• 5+ years of experience in technical support, systems integration, technical implementation or a similar customer-facing technical role.
• Strong troubleshooting skills across Windows, software applications, networks/connectivity and system configuration.
• Experience supporting complex software-connected equipment or systems.
• Experience with system integrations, APIs and/or interface engines.
• Experience with LIS, healthcare IT, laboratory IT or similar connected environments is strongly preferred.
• Experience in medical devices, laboratory automation, diagnostics or another regulated technical environment is preferred.
• Ability to analyze logs and technical information and systematically identify root causes.
• Experience working directly with customers and customer IT teams.
• Experience working under FDA, ISO 13485 or similar quality requirements is an advantage.
• Bachelor's degree in Computer Science, IT, Engineering, Medical Informatics or a related field, or equivalent relevant professional experience.
• Ability to work independently while collaborating with colleagues across different functions and time zones.
• Willingness to travel approximately 10–20% within the US.

Expected Pay Range: $90,000 to $120,000 Annual. xhyhwjd The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.