Product Support Specialist (PSR) – Snke Theater R&D

Founded in 2020 and headquartered in Munich, Snke is transforming healthtech with scalable, data-driven innovation powered by AI and big data analytics. We're experts specializing in large platforms, digital health and software-driven medical technology. By delivering a trusted orchestration layer, Snke empowers healthcare providers, societies, registries, agencies and all partners to deploy cutting-edge solutions for safe and efficient interventions and enhances patient outcomes. Beyond our Munich headquarters, we have core teams in Chicago, Heidelberg, San Diego and Tel Aviv. Snke fosters global collaboration to create technologies that are smart, enablin and holistic—helping healthcare providers deliver meaningful change.

As a Product Support Specialist (PSR) within the Snke Theater R&D organization, you will join an international, multidisciplinary team shaping the next generation of our edge platforms and digital OR technologies. In this role, you act as the key interface between R&D and the global support organizations of our partners, ensuring that Snke medical devices remain reliable, serviceable, and continuously improved throughout their lifecycle.

Your Responsibilities

3rd‑Level Support & Cross‑Functional Interface

• Act as the central point of contact between R&D, Support, and Quality Management for all support‑relevant topics.
• Provide expert 3rd‑level technical support for Snke Theater systems, covering both hardware and software.
• Gather, consolidate, and structure product support requirements from internal and external stakeholders (e.g., customer feedback, service teams).
• Contribute to design input discussions to ensure robust, service‑friendly product architectures.
• Support R&D with realistic test setups and field‑relevant scenarios.

Complaint Handling & CAPA

• Serve as technical investigator or responsible owner for complaints and CAPAs within your product scope.
• Coordinate and prioritize investigation activities, including in‑depth inspections and special repair analyses.
• Identify trends, recurring issues, and systemic risks, and drive effective corrective and preventive actions.

Knowledge Transfer & Product Improvements

• Lead the knowledge transfer from R&D into global Support Organizations.
• Collect, evaluate, and channel field feedback, supplier insights, and service data to drive continuous product improvement.
• Maintain deep, up‑to‑date expertise in your assigned product portfolio and act as a subject‑matter expert across the organization.

• Degree in Engineering or a related technical field, plus 3+ years of professional experience.
• Solid understanding of IT networks, cybersecurity, and troubleshooting; hands‑on experience with IT systems is a plus.
• Strong analytical skills, creativity, and enthusiasm for technology.
• Comfortable working in hands‑on environments, including the use of hand tools.
• Proactive, structured, and reliable work style with strong problem‑solving abilities.
• Ability to translate complex engineering topics into clear communication for non‑engineering audiences.
• Skilled at managing multiple parallel tasks with high attention to detail.
• Strong communicator with the ability to collaborate across functions and cultures.
• Team‑oriented but also confident working independently.
• Fluent in written and spoken English.
• Experience in a medtech environment is a plus.
• Familiarity with IEC 60601‑x or MDR (EU Regulation 2017/745) is a plus.

• A supportive, international team connected by shared values and a culture of trust
• Meaningful responsibilities with a lasting impact on global healthtech, improving medical decisions and patient outcomes
• 30 vacation days, plus December 24th and December 31st
• Flexible working hours and a hybrid work model within Germany
• Bike leasing via our partner “BikeLeasing”
• Parking garage and secure underground bike storage
• Subsidized company restaurant and in‑house café
• Urban Sports Club membership with employer contribution
• Regular after‑work, team, and company events
• Centrally located, modern workspace with a 212 m² rooftop terrace

Ready to apply? We look forward to receiving your online application including your first available start date.

Contact person: Tatjana von Freyberg